Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon Fulfillment Center

  8181 W Roosevelt St Phoenix, AZ 85043

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  Amazon Fresh Store

  1100 S Harbor Blvd Fullerton, CA 92832

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  Amazon.com

  Serving California San Diego, CA 92109

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  Amazon

  1001 State St Santa Barbara, CA 93101

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:06/12/2023

  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 returned a defective walking pad to Amazon. They scheduled *** to pick it up and they received the return May 25. I did a couple of chats with Amazon and they confirmed it was received and I would receive the full refund by June 12th. I did not receive the refund and they are not helping me.

  Business Response

  Date: 06/15/2023

  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 issue you had with the order.
  
  I would request you to please help me with the order number using the account email address so that I can help you further.
  
  For security reasons we always recommend using the account email address for contacting **.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  *****************************

  Customer Answer

  Date: 06/15/2023

  Received refund

• Initial Complaint

  Date:06/12/2023

  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.

  This is about amazon business I recently sent in documents to have the account opened. Its opened I start placing orders with the business pay by invoice option they lock my account. So not only do I not have access to my. order history OR access to my invoices now in which are coming due soon. So how are we supposed to pay our invoices without our business credit being destroyed because of this!! I have since sent in the requested documents and have yet to get a response or have my account unlocked these people are idiots.!! How do you think you will be paid if I cannot even get in to view or pay invoices. Im locked out after sending in documents in the first place to identify myself ive never had a business account before and I am being treated like a criminal!

  Business Response

  Date: 07/10/2023

  Hello Valaise,
  
  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 issue you had with the Amazon Business Account.
  
  I've checked and see that your Business account is already reinstated and an email was sent on June 28, 2023. 
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  *****************************

• Initial Complaint

  Date:06/12/2023

  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 bought a modular-type couch from a 3rd party seller on Amazon. Ive never had a problem with returns to Amazon which is why I purchased through them, not realizing it was a 3rd party seller. I received & assembled the couch but the seats didn't stay together, even using the attachments, & the pillows toppled over each time I got up from the couch so I decided to return it. I submitted a return to Amazon (1/21/23), received shipping labels, which is when I realized I bought from a 3rd party seller. I emailed the seller to ask how they preferred I return it, the cost, & the shipping company to use, but never got a response. I called Amazon (1/27/23) asking about a QR code. I got another set of shipping labels. On 1/28/23 I called again to clarify the process & ask if I would have to pay anything. The *** said it would be taken care of, I repacked the boxes with the labels & went to **** I was charged for the shipping, $1,133.09. The couch was $1,244.86. I called Amazon asking for a QR code, the *** said she would request it but it would take ***** hours. I told her I was at *** with 9 boxes. The *** said a claim would be filed with AtoZ ************** would be taken care of so I paid the $1,133.09. I got a call from a *** who said the claim had been filed for a return on the couch & the shipping. 1/30/23 I was told the claim for the couch had been accepted. On 2/3/23 I got a message the file had been withdrawn for not responding to a request. I called on 2/4/23; the *** said the information was sent to the message center in Amazon. The claim was reopened. On 2/6/23 I got a message from ********* Direct telling me how to return the couch, which had already been done, the cost & asking for tracking numbers. I sent the information & got a message that the refund for the couch would be issued. On 2/9/23 I got a message from the seller saying there would only be an issue for the couch, no shipping. On 2/11/23 I called Amazon about the shipping & filing a claim, on 2/12/23 I got a message from the seller stating the relevant department was closed but I would receive a satisfying solution on Monday. Monday they emailed saying I should have talked with them first but that I hadnt so they would only issue the couch refund. My understanding with Amazon is if the seller doesnt resolve the case, AtoZ Guarantee is then activated. So the claims filed with them began. I call on 2/14/23 & am asked to send receipts; I do. I get a message from the seller, again, stating no refund for shipping will be given. I call Amazon asking about the shipping ********** get an email the next day (3/2/23) saying the couch refund was issued but shipping wouldn't be covered. I call again (3/7/23), the *** tells me no receipts were received, I send them with a screenshot of the email I sent on 2/14/23 of the receipts. On 3/8/23 I get an email saying the couch refund has been issued. I call on 3/27/23 to ask about the shipping. A claim is filed for the shipping, $1133.09. I contact Amazon on 4/12/23 to ask about the claim & didn't get clear info on the status. Another claim is filed. On 4/27/23 I follow up, the *** says the claim **** asked for more information but the previous *** didn't respond to the request. The *** gets the info from me & resubmits, which looks to be an appeal because on 4/28/23 I get a message, the appeal is denied, they stand by the decision, wouldn't give any more information on the ************* may not reply to further emails about the claim. Each *** assured a claim was being submitted & all would be take care of & I felt sure Amazon Guarantee would take care of things. I did all I knew to do to be sure I was following instructions & understanding the process. I spoke to ****************************, ******, ******, ********, *****, *****, ******, ******************, *****, & many others & felt they understood the situation & were genuinely trying to assist me. I am left stuck literally with nothing for $1133.09, money down the drain.

  Business Response

  Date: 06/14/2023

  Hello,

  We have reviewed the issue filed for the Order and noticed that the Buyer wished to refunded with the return shipping charges.

  We have reached out to the concerned team for the refund related issue and a refund will be posted to the Buyer's original payment method within 5 Business Days.

  If the order was paid by credit card, it may take several business days for the refund to appear on *****'s credit card account. Please ask the Buyer to check with their issuing bank to confirm that it has been posted.

  In summary, a refund for the return shipping charges will be posted to the original payment method for this order.

  Customer Answer

  Date: 06/14/2023

   
  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.
  
  I have attached a photo with the full amount, $1133.09, to be sure the total amount is being refunded to my original method of payment.

  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/22/2023

  Hi.   I filed a complaint against Amazon on 6/12/23 and a resolution was proposed on 6/14/23.  I accepted the resolution.  I'm emailing because there hasn't been any follow through on the part of the business.  Amazon was supposed to refund me for shipping costs, within 5 days, to my original method of payment.  I called my bank to be sure it wasn't issued and just hadn't posted to my account.  It has not been issued as of this morning.

  Business Response

  Date: 07/11/2023

  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.
  
  Further to our previous correspondence, I can confirm that a refund of $1,133.09 was processed to your payment card on June 15, ***************************** 3-5 business days.
  
  The refund reference ID for the same is: 74692163166100112055589 , please provide this to your card issuer to trace the funds.
  
  We hope to see you soon.

  Regards,
  
  Abhishek
  Amazon.com
  *****************************

• Initial Complaint

  Date:06/12/2023

  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.

  Hello back in November 2022 my Amazon Prime account had been suspended. And after some time my account was given back but just for digital access. I would like to find out why and would like to regain access to Amazon Prime. I am a disabled person and really need to have access to Amazon Primes services as getting out to a store isnt really an option for me. I have tried explaining my situation with customer support and have gotten nowhere. *** explained numerous times that packages just havent been getting delivered to my correct address or have not been left at my front door as they should have been. I would really like this to be reconsidered and to have full access to my Amazon Prime services.

  Business Response

  Date: 06/14/2023

  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.
  
  I see your concern about your account being restricted to digital purchases. As a result of your inquiry regarding this action, we reviewed this case and our decision thoroughly and have come to the same conclusion. We will not restore this account's ability to contribute with Community content.
  
  We sent you an email on Tuesday, April 11, 2023 at 11:42 PM (PDT) with the reasons for this. I would refer you to the email for more information. 
  ***
  We previously contacted you about violations of our returns and refund policy. Since then, we have continued to notice violations of such policies on your account. We are writing to let you know that we have restricted your account to ********************** purchases only. We will automatically cancel all non-digital orders placed on Amazon.com and if you have been charged, a refund will be processed.
  
  If you would like to appeal this decision, reply to this email to reach an account specialist. Our customer service team can only confirm that we sent you this message and help you with any technical issues. They cannot reverse this decision or provide you with more details on this matter.
  ***
  
  We will not be able to offer any additional information information on this issue. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20176578
  
  I am rejecting this response because:

  I understand and I had already stated what the issue was in the past. Packages not being delivered by the Amazon drivers. Or Amazon putting packages in spots where they shouldnt and not knowing they were there. I dont believe this is my problem through. Amazon drivers not following directions seems that I shouldnt be penalized for this. *** explained this on numerous occasions. I would really like if this could be reconsidered. Again, I am disabled and really benefit from Amazon Prime services. When the service works its great. But, when it doesnt is when I run into problems. I would really like to find out why this even have to be like this.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an air conditioner from Amazon, that was not delivered. Amazon claims that the package was delivered and signed for. The driver specifically claims "It was handed directly to a receptionist or someone at a front desk. Signed by: Kel"My house is a row home in the middle of a city street. There is NO front desk and NO receptionist as you can confirm using ****** maps.I was already told IN WRITING that my refund had been processes on 06/08, only to be told on 06/12 that a refund would not be issued without a police report. Amazon refuses to provide a refund as they state they have internal information that the item was delivered - ie, the signature. But they will NOT provide me with a copy of the signature they are stating they have. I was asked to file a police report and have done so and Amazon now claims they can't verify that report and therefore cannot issue me a refund. I was already told IN WRITING that my refund had been processes on 06/08, only to be told on 06/12 that a refund would not be issued without a police report.

  Business Response

  Date: 06/13/2023

  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 #***-1844787-5756250 refund for the item which you didn't receive.
  
  Based on the order details, the refund of $222.74 is processed for the item Frigidaire FHWC054WB1 Window Air Conditioner, **** BTU Electronic Controls, White on Tuesday, June 13, 2023.
  
  You'll see the refund on your card statement in the next 3-5 business days.
  
  You'll also be able to see the refund request here:
  
  ***********************************************************************************
  
  Please feel free to contact ** 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
  *****************************

• Initial Complaint

  Date:06/12/2023

  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.

  So I ordered a gift card and they randomly banned my account when I tried to buy something. I got giftcard from a place called kumon plus

  Business Response

  Date: 06/24/2023

  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.

• Initial Complaint

  Date:06/12/2023

  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.

  In June 2022, Amazon blocked my account without a valid reason. I have been nothing but a loyal customer of ********************** and have used the platform to purchase goods for my day-to-day use. You can check my order history and you will find the same information. I am willing to discuss the issue with Amazon customer service but they have not responded. Please help me resolve this issue.

  Business Response

  Date: 06/26/2023

  
  Hello,
  
  My name is ******** and I am a member of the Amazon Account ******************** team.
  
  I've reviewed your e-mail,and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the violation of our policies.
  
  Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one. Im sorry for any disappointment caused and appreciate your understanding.
  
  Best Regards,
  
  Victoria,
  Escalation Specialist
  Amazon.com
  *****************************

• Initial Complaint

  Date:06/12/2023

  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 good day my name is ****************** My phone number **********. I am formally making a complain on Amazon. I had an account with them recently the account was in good standing. I added an Amazon gift card ok the account of $60 to make a purchase for the item to be delivered as quicky as possible beforw a specific time frame i had to activate Amazon Prime Membership. Upon doing so the account suddenly went on a hold. For no reason i did nothing wrong. They stated on the acccount i should upload my banking documents which includes my banking statement along with my last four digits of my card. I did such 3 times. I was talking to multiple agents to get ut resolved they were all bring me around in circles kept on transfering me with no explanation as to why the account went on hold with my money. I stated that for them to reach out to me i do not have an email on the account i only added a phone number in which i no longer use that number. I called them and kept on saying they can't access the account i have to continously resend over thw documents. I got frustrated and asked how can i get my momey back they stated i won't be able to get it back, i asked for the email for the account specialist department they stated that they dont have any email i asked what's the phone number they stated they would have to call me, i can't call them . Now i am frustrated i need back my funds from Amazon and they have no intention of helping me, so i am reaching out to you guys in hopes that you can help me getbmy money back. Thank you

  Business Response

  Date: 06/24/2023

  Hello Ms *******,
  
  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're sorry to know about the experience you've had with your account.
  
  Up on research I see that there are many accounts associated with the number. We request you to write us back with the Gift card ID or claim code/screenshot for us to locate the exact account and further review.
  
  We hope to see you soon.

  Regards,
  
  Abhishek
  Amazon.com
  *****************************
  

  Customer Answer

  Date: 06/27/2023

  The claims code is VR97-UPTVFU-WMAY 

  Thank you.

  Business Response

  Date: 07/14/2023

  Hello,
  Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
  We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
  Due to the proprietary nature of our business, we do not provide details on our investigation methods.

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20175881
  
  I am rejecting this response because:
  I did not violate any terms the only thing i tried to do was activate Amazon primevand you guys close the account down with my gift card, you can close the account down for all i care but i NEED MY MONEY BACK SO FIND A WAY TO GET IT TO ME. I have been using the account its one account under that phone number. I even placed orders on the account and got it and up until then i was not violating any terms until i tried to do the prime yo get an order as quickly as possible. Give me my money back.
  Sincerely,
  
  ******************

  Business Response

  Date: 08/02/2023

  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 06/08/2023.
  Funds in your account will not be disbursed.

  Sincerely,
  *********
  Amazon.com

• Initial Complaint

  Date:06/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 8th I ordered a baby crib mattress, order # ***-8355192-914004, on March 17th when the item still hadn't arrived, I contacted. Amazon. The Rep I spoke to advised me that the item had been marked as undeliverable. I asked for the refund information and was advised that the item had not been returned to the shipper yet, and once it was received back the refund would process. I also advised that i would order another mattress because we were currently without one and baby came home on March 8th. I ordered the second mattress on March 17th, and it was delivered on March 18th. I contacted Amazon today June 12th because I was looking through my statements and accounts and realized the refund still had not processed. I was advised that there was nothing they could help me with at this time and that I would not be receiving my refund. I was asked to call **** and get information about the shipment but that they could not view any shipping data and since it was 90days since the order was made, I could not receive a refund. I quoted my call with the Rep I had in March, in which i was not advised i would need to do any follow up calling or anything on my part, but this did not result in any acknowledgement of a refund due or one to be paid. I will attach the two orders I placed. I am seeking my refund of ***** for the item that I didn't receive. Listed on this item as well as most amazon items is this statement: Most refunds are fully refunded in 3-5 days after we receive and process your return. Learn more about Refunds.

  Business Response

  Date: 06/13/2023

  Hello ***********,
  
  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've reviewed the complaint and we're sorry to know about the pending refund for the order #***-8355192-9141004.
  
  To help you with this, I've added $58.58 to your Amazon gift card balance of the account associated with the order. You can view your balance and usage history in Your Account here:
  
  *************************************************
  
  We hope to see you soon.

  Regards,
  
  Abhishek
  Amazon.com
  *****************************

• Initial Complaint

  Date:06/12/2023

  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.

  ** ordered items the week of may 10th items returned took over 40 days still no refund used Amazon gift card refund issued in ***** hrs was on account using try before you buy processed then account locked they have no reason sent all verifications to unlock account. *** **** statement last four of card used still on hold but won't refund my money reps are putting.e on hold for 10 min at a time I called Amazon to resolve they keep saying wait 3 days to still not resolve and give my refund that was my disabled moms gift card she need her money

  Business Response

  Date: 06/24/2023

  Hello Angel,
  
  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've reviewed the complaint and we're sorry to know about the inconvenience with the account and returns.
  
  Up on checking, I see that your account has been reinstated. Further related to the Gift card, please write us back with the order ID you've returned for which a refund is pending.
  
  We hope to see you soon.

  Regards,
  
  Abhishek
  Amazon.com
  *****************************