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

59,531 total complaints in the last 3 years.
21,569 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:06/14/2023
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.
Dear BBB,I hope this letter finds you well. I am writing to seek your assistance in resolving a concerning issue I have encountered with Amazon, specifically regarding the suspension of my account. I firmly believe that my account was wrongfully suspended and that there has been a grave misunderstanding.Firstly, I would like to clarify that this was my first Amazon account, and I created it solely for the purpose of ordering essential supplies. As an individual seeking convenience and a reliable platform, Amazon seemed like the ideal choice. I meticulously provided all the required information during the registration process to ensure accuracy and transparency.To my utter surprise, I recently received an email from Amazon, stating that my account had been suspended. According to the email, Amazon claimed that I may have provided inaccurate information or violated their conditions of use policy. I assure you, with utmost sincerity, that I have not engaged in any fraudulent or malicious activities.I have always held great respect for the policies and guidelines set by Amazon, as well as any platform I use. I understand the importance of adhering to their terms and conditions to maintain a trustworthy and safe online environment. It deeply concerns me that my account suspension was based on information that Amazon believes to be inaccurate.I kindly request your support in mediating this matter with Amazon. I believe that a thorough investigation will reveal that my account suspension was a result of a regrettable mistake or misunderstanding. I have never had any issues with my previous online transactions, nor have I received any warnings or complaints from other platforms I have used.
Business Response
Date: 06/26/2023
Hello ****,

I am ***** 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 being a loyal customer.

After reviewing your account, we have verified your details and reinstated your Amazon account.

We have emailed to your registered email address on Tuesday, June 20, 2023 at 8:46 PM (PDT) confirming account reinstatement.

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

Regards,
*****
***********************************
Customer Answer
Date: 10/03/2023
Initial Suspension: On June 15, 2023, Amazon suspended our business account, citing possible violations or inaccurate information. BBB Inquiry Response: By June 26, 2023, Amazon's representative, *****, responded to our BBB complaint, stating our account was reinstated. However, access remained blocked. Closure Notification: On August 13, 2023, we received a closure notice for our Amazon Business account. It mentioned our usage didn't align with their services, with no specific violations highlighted. Impact: The inconsistent communications and account status changes have severely affected our business operations. The lack of clarity on the supposed violations leaves us without direction and has negatively impacted our livelihood. The sequence of events, punctuated by inconsistent communications and shifting account statuses, has dealt a debilitating blow to our business operations. It's challenging to quantify the true extent of the adverse consequences we've endured. This ordeal has not only disrupted our operational flow but also significantly strained our financial outlook. We have diligently adhered to Amazon's Terms of Service (TOS). At no point have we knowingly or unknowingly engaged in activities that would be deemed a violation. We have always approached our dealings with Amazon with utmost integrity and transparency. It's perplexing, to say the least, that despite this adherence, our account faced such punitive measures. Furthermore, our track record with Amazon stands as a testament to our commitment to fair business practices. Not once have we returned an item. This metric alone speaks volumes about our genuine intent when conducting transactions on the platform. We are not just customers; we are loyal patrons who respect the buying process. Yet, in the face of such loyalty and adherence to their policies, we find ourselves cornered and seemingly penalized without concrete reasoning.
Business Response
Date: 12/06/2023
Hello ****,

I am ***** 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.

We apologies for the inconvenience caused.

Upon reviewing I see that the account is on hold, previously we have activated the account from suspended state.

We have reached out to appropriate account specialist for further investigation.

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

Regards,
*****
***********************************
Initial Complaint
Date:06/14/2023
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 am requesting a refund, and according to Amazon, they cannot issue a refund for an item unless 14 days have passed since the item was delivered back to their warehouse. It has been 14 days and the item still has not been refunded since being delivered back to them on 6-1-23, and it is only an hour away from 6-15-23, and I talk to customer service reps concerning Order# ******************* and they either give me the run around or seem uninterested in actually giving me my refund, and meanwhile I still have the item paid for on loan with Affirm, and I am stuck paying a loan for an item I sent back and no longer have, and it is very unprofessional. I am getting no help whatsoever when all I want is the refund processed. Please see the below images as evidence thank you.
Business Response
Date: 06/16/2023
***********,

I'm Abhishek 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 understand your concerns regarding the refund for the order #***-4306488-0703411.

A refund of $179.13 was issued to your payment method on June 15, 2023. The refund should reflect in **** business days.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:06/14/2023
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 Skechers from Amazon for $39.99. They did not fit and I returned them via *** as an exchange for another pair of Skechers in a different style which were $5.00 more. I was charged the additional $5.00 on my credit card. This pair fit but were clearly used. I contacted Amazon and got the runaround for days. I returned these shoes via *** on 6/12/2023 and they were picked up that day. I used the Amazon provided *** labels for returning both orders. Upon contacting Amazon for the refund back onto my Mastercard, I got the runaround again from foreign call center employees. I am really surprised that Amazon allows this to go on because the company used to provide excellent customer service. They have proof of the return as do I.
Business Response
Date: 06/19/2023
Hello ****,

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

I have reviewed your complaint in details and I am sorry for the inconvenience caused with the refund for item Skechers Women's Go Walk Joy ******* Shoe.

I'll personally be reviewing your correspondence, additional time took to resolve your concerns and will follow-up with our *************************** team on any coaching and training opportunities are taken to ensure we do everything possible to avoid situations like this in the future.

To correct this, we have processed full refund for the order to your original payment on June 17, 2023 for $44.99.

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

Thank you for your understanding and cooperation.
Regards,

******
Amazon.com
*****************************
Initial Complaint
Date:06/14/2023
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.
Disputing $57.87 charge from a 3rd party seller on Amazon who received my money on 06/06 but never shipped the item. It is IMPORTANT TO NOTE that the ORIGINAL ARRIVAL DATE FOR THESE ITEMS WAS BETWEEN 06/12/2023 & 06/14/2023. After being misinformed SEVERAL times by SEVERAL agents of when I could call back to request my full refund using the a-z claim, I finally spoke to a member of escalations who advised that I could call back 06/14 after 8:00 pm because that would have been the latest date shown on the order for me to request a refund and file a claim. I called back on 06/14/2023 at 9:30 pm EST.. A-z claim is still not available and in fact, AMAZON has NOW changed the date of arrival to 06/15 - 06/20 asking me to wait until 06/21 to do so.I WILL NOT DO THAT.Seller has been communicated with on 06/08 that I wanted to cancel the order because never shipped. Amazon advised that I could return to them for a refund 06/14/2023 after 8 pm. I have FOLLOWED ALL PROCEDURES AND WAITED THE PROPER TIME IN WHICH TO BE ABLE TO FILE AN A-Z CLAIM ON 06/14. HOWEVER, AMAZON KEEPS CHANGING THE LANDING PAGE UNDER THIS ORDER AND CHANGING AND EXTENDING THE DELIVERY DATE PREVENTING MY ABILITY TO OPEN AND FILE MY A-Z CLAIM.Amazon order # 114-4288669-2249007 ******** tracking number (which will show that from 06/07, **** nor OSM Worldwide ever got this item into the hands of ****.) This can be tracked at ****.com with the tracking number - ********************** As of TODAY, 06/14/2023, my items never left ***********, was never passed off to Cus Svc - Anahi (OSM Worldwide)Jun 8, 2023, 15:39 CDT Hi ,Thank you for contacting OSM Worldwide. Since we have not received and processed your package # **********************, we have been able intercept your package to be returned to sender as requested below, once received.Tracking # ********************** - you will see NO receipt of any package attached to this tracking number by **** as well as no movement since 06/07/2023.
Business Response
Date: 06/19/2023
Hello *****,

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

We are sorry to hear that you didn't receive your Order from Seller. We value your feedback and we will pass it our internal team and seller to reduce such errors.

Rest assured, I've processed the remaining refund today on Sunday, June 18, 2023 at 11:22 PM (PDT)
Refund amount $51.69 to your Original payment method.

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,
*****
***********************************
Initial Complaint
Date:06/14/2023
Type:Billing 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 unjustly canceled my Amazon kindle account after publishing 4 books that I have invested considerable amount of time, energy and resources, years of hard work and research.Amazon canceled my account without just cause or providing me the opportunity to cure whatever defects they are alleging.Amazon is in violation of its own company policy therefore, I am giving you this opportunity to cure your dishonor, for violation of your own company policy.
Customer Answer
Date: 06/15/2023
Dear BBB:

This issue is deem resolved.

You may close this case immediately.

Thank you
Initial Complaint
Date:06/14/2023
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.
I purchased a meta quest 2 from Amazon on November 27th, 2022. The item listed two games that would be with it and only came with one. I decided to return the item before even opening. Brand new still in box, I dropped off at **** per the Amazon directions and they scanned the code from Amazon return page. I done the return on January 11th 2023 at 2:13pm I was told on multiple occasions to wait 60 days and Id have a refund. After the 60 days I continued to get the run around. This item cost $377.99 and I am out of this money because Amazon refuses to refund me. The tracking number shows the item returned just a few days after I shipped. After the 60 days, Amazon told me to reach out to **** but they told me it had been to long to file a claim and that they dealt with this from Amazon a lot and that it wasnt my responsibility once I shipped it back through the process that Amazon has with ****. I agree with this but Amazon refuses to let me speak to anyone that can do anything about it when I call. The last time I had a chat conversation the customer service representive closed the chat on me after stating they couldnt do anything about it. *** filed claims with no one contacting back and customer service just tells me theyve flagged it as important but no one will respond. I will add screen shots that I have and if anymore are needed please let me know. I hope that the bbb can help because I am at my **** end and this isnt pocket change, its a lot of money. Ive shipped things back before and had refund within days. They are keeping my money and it isnt right. Tracking number is 1ZA663W99004118611
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'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/07/2023
I contacted Amazon per the customer service agent that responded to my claim filed with BBB, I was told there was nothing that could be done and to contact the carrier. Amazon customer service agent previously told me within the first month of contacting them and asking for an update on my refund, to wait 60 days and I would have a refund at the end of it. After 60 days they told me to contact the carrier and I did. I was told I couldnt file a claim due to it being past 60 days!! I feel like I was purposely told to wait that amount of time so I wouldnt have an options. I continued to contact Amazon weekly. I have made several phone calls, just to be told there isnt anyone I can speak with that can further help. I have had them escalate a claim for me 3 times with absolutely no response from *****************!!!!!! I need a refund Amazon! This should not be put on me seeing as how I follow the return instructions and followed your customer service representatives instructions each and every time! Please refund me as I returned your item!
Customer Answer
Date: 07/10/2023
I contacted *** again via email and got a little more help than I got on the phone call I made to them awhile back. Can this be added as well so that Amazon can see it, I am also going to call them as soon as I am given the delivery information that is being spoken of from the *** representative. Attaching screenshots.
Business Response
Date: 07/25/2023
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'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/31/2023

Complaint: 20188539

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 08/14/2023
Im unsure of what was missing on my complaint. I thought that I have sent more than enough information in so can someone please help me with going further to continue the investigation and what else is needed.
thanks, *****************;
Customer Answer
Date: 08/17/2023
Order #
114-1641741-3683448

Also, The order was placed under my alternate email *********************

Business Response
Date: 09/15/2023
We're writing to let you know we processed your refund of $377.99 for your Order XXXX3448.
This refund is for the following item(s):

Item: Meta Quest 2 Resident Evil 4 bundle with Beat Saber 128 GB - Advanced All-In-One Virtual Reality Headset

Quantity: 1
ASIN: B09Z7J83VV

Reason for refund: Account adjustment

Here's the breakdown of your refund for this item:

Item Refund: $349.99
Item Tax Refund: $28.00

We'll apply your refund to the following payment method(s):

Visa Credit Card [expiring on 10/2027]: $377.99

We've processed a refund for the above order in the amount of $377.99. The refund should appear on your account in 2-3 days if issued to a credit card.

Refunds issued to a bank account typically take **** days to reflect on the account balance.
Customer Answer
Date: 09/18/2023

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.

It should not have taken this long and taken this for me to receive a refund. Buyers beware
Sincerely,

***********************
Initial Complaint
Date:06/14/2023
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 on Amazon that was promised today. Not only did it not come because they were unable to deliver it but they are withholding my money until they get the item I never received or canceled back. They are unlawfully withholding my money, it should have been credited **** since I never got. This is Als not the first time they bait and switch saying you will get something on a day and its days late after you already waited.
Business Response
Date: 06/27/2023
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 about the credit card dispute you filed on Order 112-6001302-8788249.

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund of USD ***** on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Initial Complaint
Date:06/14/2023
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.
Ordered dishwasher pods to be delivered to our condo on 6.4.23. After multiple hours on the phone, neither original nor the replacement pods were ever delivered. Waited days for a refund No refund appeared on our credit card. Called back 6.14.23 and asked about the refund for the $6.63 we were billed for a product we never received. Was advised they approved a refund for $6.36 back to the card at the time of the call. When I asked why I didnt get the entire amount refunded, they said they there was no way to refund the entire charge amount of $6.63 as the total should have only been $6.36. But my card was charged $6.63.
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.

We apologies for the inconvenience caused with incorrect charge on your Amazon Order as it was charged $6.63 instead of $6.36, we have passed it on a feedback to our internal team to reduce such errors.

I've reviewed further and processed a refund of $1 back to Original payment method.
You will see the credit within 3-5 business days.

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

Regards,
*****
***********************************
Initial Complaint
Date:06/14/2023
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.
As a long time prime member I have purchased many things over the years. On June 7th of this year I purchased a set of Shure microphones that were "Prime" as well as being handled directly by amazon. I picked up the item on June 9th as I needed them for a gig on June 12th.Upon receiving the items and testing it turned out they did not work. Some type of defect I assume. I immediately contacted Amazon requesting to do a replacement as I have with other returns in the past and they have sent me a new item and I would return the previous item. I have never had any issue with this. Now suddenly this item has no replacement option and only can return it in which they will process my refund after they receive it at there location, this will take WEEKS. In the meantime they are holding nearly $700 of my money to where I cannot afford to go and purchase anything else. So now I basically failed at my gig on Monday thanks to a lack of microphones. This is unacceptable. If I would have known this I would have simply gone to a local store and purchased them in person. The entire reason I trusted Amazon with this is because of how seamless the returns or replacements have gone in the past. I have attempted to speak with customer service but the responses are generic and 100% unhelpful. At the end of the day if this has severely impacted my business as well as my finances. If something can't be resolved through the BBB I will be forced to contact an attorney for damages.
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 see your concern with reference to the refund request of the order ending 9411.

In response to your appeal through BBB we have reviewed the response provided before in detail and see it was correct. We will not be able to issue a refund unless the item is returned.

Please note that a return needs to be received and physically verified by our processing center before a refund can be issued.

You can use the label on your order page for this purpose.

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

Regards,
******
Amazon.com
Initial Complaint
Date:06/14/2023
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.
My Amazon account has been closed for 2 weeks at June 3rd. I have tried to log in and uploaded necessary documents, but Amazon didnt contact me with any helpful information,I dont whats the next step. I still have $600 gift card balances on my account. I need to know where and when can I get them. I even wrote an appeal letter to them still no response! All I need is my money back
Business Response
Date: 06/28/2023
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.
We notified the customer of this decision by email on 6/27.
Funds in your account will not be disbursed.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 06/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
They can close my account for any reason but they can't just take my money.I still request my money back.
Sincerely,

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

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