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

59,514 total complaints in the last 3 years.
21,505 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:06/10/2023
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.
I am a children's book author and a poetry author. I used Amazon's self-publishing platforms to publish my books. I was notified that KDP one of the platforms was going to raise their prices for their services and to update the books information. My poetry books I'm not able to update. I've started to also make low content and coloring books and they keep changing up my books saying the trim lines are wrong however i'm using software that is either by kdp or a knockoff that uses only kdp sizing for trim pages etc. If I stay inside the page area in the software there is no way for it to be the wrong trim size. I chose to get help in a chat. They said they had to go to senior person I have to wait. Your book is supposed to be up in 72 hours if they don't contact you. I put in a new low content book for nurses both a softback and hardback. i kept getting notified for the hardback and the softback was fine. the softback should have been up ready to sell. i kept changing the hardback cover because they kept saying not the right size. I feel they just were not putting out my work. I asked the guy in chat what is the customer service number he gave me a link instead of the number. The link told me i already started a chat for help. So mean unprofessional and there is no way i have the wrong sizes if i'm using their software. I also have a book online with a typo on my title when i asked for it to be changed. My books covers have changed the titles and there are typos and stuff on the inside when i edited my books. I feel they have been mean to me since day one and purposely hurt my name and made sure i didn't make any money even though they would be making money if i was since the books are sold off their platform.
Business Response
Date: 06/22/2023
On 6/15 a member of KDP's Executive Customer Relations reached out to **************** to advise on how to request phone contact from KDP's support team, and also that they'd be looking into the book(s) concerns. They've communicated directly with **************** and helped her through a resolution.
Initial Complaint
Date:06/10/2023
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 ordered items that did not show up. Amazon refunded 1 item but none of the rest. Approximately $280 worth of items. They say they delivered but I cannot confirm. And am now out of this money. Some items I needed for travel so I went a purchased locally other items I could have waited for a replacement. But nothing offered. Took more then one email and multiple weeks for them to refund 1 item and then tell me to do a police report for the rest now that it's been multiple weeks and I am away to the other side of the country for work now. Normally I have been happy with amazon and there support but this is definitely not a good thing. Then they dare to use threats with cancelation ect.
Business Response
Date: 06/12/2023
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 a full refund has already been issued for 702-0045415-4746604.

I've issued a full refund for the other order which is 702-6955122-5626627 in the amount of CDN$ ******. You will see the refund in 5 business days. You will receive an email with the refund information as soon as its processed at our end.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************;
Initial Complaint
Date:06/10/2023
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.
On May 30, 2023, I purchased a wear and go wig, for the amount of $222. 86. Upon receiving the unit it was not authentic. I reached out to Amazon and started a return. It was shipped back to Amazon on 6/2/23 and was received to Amazon on 6/6/23. I have since been reaching out to Amazon in regards to my refund and have been treated very unfair with unruly representatives. I explained that my graduation is approaching and would like to place another order. Each representative including managers have been disgustingly nasty. On 6/9/23 the representative said it will take 60 days because they have tens of thousands of packages that they have to get too. When I ask for a ** representative they tell me to call back and disconnect the call. I have told them that I am going to have each call pulled so that Amazon can listen to how their employees treat customers. They are extremely UNETHICAL
Business Response
Date: 06/15/2023
Hello Lashinka,

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.

Sorry for your experience. Once the carrier has received your return package, it can take a while to arrive at our returns center. We ask that you wait 14 days from the carrier's first return scan on your package to allow for any delay in delivery or processing. Some items may take up to 30 days.

As soon as your return is processed, we'll request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

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

Regards,
*****
***********************************
Customer Answer
Date: 06/15/2023

Complaint: 20170526

I am rejecting this response because:
I want assistance from the corporate office, preferably in the **. This is unethical and if I have to seek legal representation I will

Sincerely,

*******************
Initial Complaint
Date:06/10/2023
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.
My account was hacked via fishing email june -7th 2023. My credit card was used at multiple locations including Amazon. For this my Amazon account has been blocked and is now closed. I also have $ ***** in my account and a product that was never received. I'm so upset about this and I cant even explain my situation to anyone and there's no direct contact to a account specialist. This is a very bad situation and im not the only victim. Please help me get my account back . I'm a good customer in good standings
Business Response
Date: 06/29/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 06/29/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:06/10/2023
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 do not have amazon account nor membership. However, 8th day of every month, Amazon prime took $16.23 from my ***** Fargo account. it has been more than 5 months. I called the Amazon customer service about this around month ago. it seemed like they will solve this issue going forward. However, I can see another transaction of same amount of money on June 8th as well. I requested to Amazon to give me a call via smartphone app. But it said they block my number so I can't even talk to them. transaction info in ***** Fargo account (May 8th - *********, April 8th - HS6LE2D92..etc)
Business Response
Date: 06/12/2023
Hello Indai,

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 account and confirmed the $***** charge you reported was for an Amazon Prime subscription that is not associated with your account. This may be because someone who has permission to use your card listed it as a payment method in their Amazon account, resulting in the charge.

Successfully refunded ***** USD against transaction April 8th Charge
Successfully refunded ***** USD against transaction May 8th Charge
Successfully refunded ***** USD against transaction June 8th Charge

We've issued a refund to your Original payment method. This refund should go through in the next 3-5 business days.

To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

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

Regards,
*****
***********************************
Customer Answer
Date: 06/12/2023

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:06/10/2023
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 a pair of Skechers Go Walk Joy last week. It was an exchange for returning a different pair of Skechers which I sent back via **** The Go Walk Joy pair I received were clearly worn and used. I contacted customer service via phone and chat and I got the runaround for two days. The shoes fit, but I can't pay for used shoes. This was entirely the fault of Amazon for the lack of quality control. The amount is $44.99. It takes Amazon 30 days to issue a refund and they refused to replace the used pair prior to my sending them back. Their prices fluctuate daily, as well. Their customer service told me to buy another pair and send the used pair back. This is ridiculous!
Business Response
Date: 06/12/2023
Hello ****,

I'm Pratap 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've reviewed the complaint and understand your concern that you received used Skechers womens Ultra Flex-harmonious Sneaker, Black, 8.5 **.

I apologize for the inconvenience that you have experienced in this case.

We are unable to create another replacement for this order. Please return the item for the refund.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:06/10/2023
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.
Amazon is trying to avoid paying me a refund. The same day I saw in my tracking that I was notified the package was going to be sent back to Amazon, I wrote to customer service to please resend the items, they asked me to write them back on June 06, 2023. I wrote them back and now they are telling me I have to wait until June 21 to make any claim. I reported all the time the birthday party was today June 10 and I meed it those items becuase they were ment for a birthday party. If I don't get them today I don't need them anymore, anyways the tracking says is going back to Amazon. So I want my money back, and I pay a Prime subscription to get the items shipped faster. I didn't received all the items I order and also I don't get my refund. I spoke with so many employees and with one who was pretending to be a aupervisor and I asked her job position and she closed the conversation. One employee told me she was going to do the refund and then I received an email saying I have to wait until June 21. When Amazon process a refund it will take several days to that money be back in my account and ********************** expect I have to wait until June 21? As I mention before the expected delivery was June 4, then they asked me to wait until June 6 and I waited until June 10. The order was placed on May 31 if I pay prime 10 days is more than enought time to received my package. Plus I wrote so many times to customer service complaining about the package tracking says it was sent back to Amazon and I request a replacement with time.I want my money back.
Business Response
Date: 06/13/2023
Hello ********,

I'm Pratap 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've reviewed the complaint and understand your concern that you did not receive the items from your Order ID: ****************** 8 with Shipment tracking number: 9361289726020969303814.

I apologize for the inconvenience that you have experienced in this case.

I've issued a refund of $111.16 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

Please feel free to contact ** directly by replying to bbb@amazon. com if we can be of further assistance in this matter.

Regards,
Pratap
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.
Attached a screenshot that order still lost.
I hope next time I don't have to reached to this point to get my refund, because I reported this as soon I notice the package was lost.

Sincerely,

*********************************
Initial Complaint
Date:06/10/2023
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 TWO CLASSICAL GUITARS FROM AMAZON.COM AND BOTH WERE DAMAGED I SHOWED THE GUITARS TO A PROFESSIONAL MUSICAL COMPANY AND THEY ASSURED ME THESE GUITARS ARE B STOCK GUITARS AND ANY COMPANY SELLING THESE INSTRUMENTS AS NEW INSTRUMENTS SHOULD LOSE ANY RIGHTS THEY HAVE SELLING ONLINE. *** PICKED UP MY GUITARS AND TRACKING SHOWS THAT THE ***** HAVE BEEN DELIVERED. AMAZON WILL STILL NOT REFUND THE ***** TO ME IN THE AMOUNT OF $580. BECAUSE OF THIS SITUATION I HAVE ASKED THEM TO CANCEL ALL MY SUBSCRIPTIONS TO AMAAZON PER MOVIE CHANNELS IE ******* BOOMERANG, HBO. AMAZON KINDLE I REQUESTED TO BE CANCELLED WHICH IS MEANT FOR READING BOOKS ONLINE IN WHICH I AM ALSO CHARGED. I ALSO WAS CHARGED FOR MUSIC UNLIMITED AND LAST BUT NOT LEAST SO CALLED AMAAZON PRIME MEMBERSHIP WHICH I AM SUPPOSED TO HAVE NO CHARGES FOR DELIVERY. THEY MANAGED TO CHARGE ME FOR DELIVERIES JUST THE SAME WHICH I AM ALSO SEEKING RE***** FOR. I AM VERY DISGUESTED WITH AMAZON AND NO LONGER DESIRE TO HAVE AN AMAZON ACCOUNT, THE ***** OF CHARGES AMAZON NEEDS TO REFUND ME IS $785.38 WHICH INCLUES MY GUITAR, SUBSCRIPTIONS TO AMAZON AND PRIME BILLING., I HAVE BEEN HUNG UP BY AMAZON AGENTS; I ASKED TO SPEAK TO CUSTOMER SERVICE MANAGER AND I WAS NEVER ABLE TO COMMUNICATE WITH ANY SUPERVISOR OR MANAGER. ALL THAT I WAS ABLE TO SPEAK TO WAS A LEAD AND ALL THEY TOLD ME IS I HAVE NO OPTION BUT TO WAIT A WHOLE MONTH TO RECEIVE ANYTHING. EVEN AFTER I WAS TOLD AS SOON AS *** PICKS UP MY ***** IF I CHOOSE AMAZON GIFT CARD REFUND INSTEAD OF BACK TO MY CREDIT CARD I WILL RECEIVE THE REFUND FOUR HOURS AFTER *** PICKS UP THE *****. OBVIOUSLY THIS NEVER HAPPENS.RESOLUTION IS FOR AMAZON TO REFUND $785.38 BACK TO MY CREDIT CARD AND TO HAVE MY AMAZON ACCOUNT CANCELLED. ********************** SHOULD ALSO BE AUDITED AND EXAMINED FOR SELLING B STOCK *****. FOR TOP DOLLAR AND AS IF THEY WERE NEW *****. YOU CAN CHECK AMAZON REVIEWS ON THIS SUBJECT PERTAINING TO CLASSICAL GUITARS ******* COMPANY AND OHTER ***** RESOLUTION IS FOR AMAZON TO REFUND $785.38 BACK TO MY CREDIT CARD AND TO HAVE MY AMAZON ACCOUNT CANCELLED.
Business Response
Date: 06/12/2023
Hello ****,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the delivery charges for your order and refund for the returned item Cordoba Fusion 5 Sonata ***********************.

I apologize for the inconvenience that you have experienced in this case.

Please share the order numbers where you have been charged for delivery fee so we can research.

For the return Cordoba Fusion 5 Sonata *********************** Cutaway, once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

Our ************** hasn't yet received the package although the carrier has picked it up. You'll receive an update on the return once it's delivered and processed by our ***************

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information: **************************************************************************

If you don't hear from our ************** by July 9, 2023 , please write back so we can find out what happened.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:06/10/2023
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 a gpu power cable and brace support bracket on the 7th of june it was ONE day shipping on the 8th and somehow turned into waiting to the 10th with NO order at all, I then cancelled and am now being told I have to wait either 3-5 days, or email support tells me the 23rd. I need my money back now I find it completely unfair that I'm penalized for their mistakes. I have since cancelled prime but I find the customer service truly laughable. please help me better business bureau they refuse to do anything for me.
Business Response
Date: 06/20/2023
Hello,

I'm Pratap 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've reviewed the complaint and understand your concern that you did not receive your items from Order ID: ******************* and Order ID: *******************

I apologize for the inconvenience that you have experienced in this case.

I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it.

I've issued a refund of $9.32 and $6.35 to your original payment method. Since the order was paid for by gift card, the refund amount will be returned to your gift card balance in 2-3 hours. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Your patience and understanding are greatly appreciated.

Please feel free to contact us directly by replying to bbb@amazon. com if we can be of further assistance in this matter.

Regards,
Pratap
Initial Complaint
Date:06/10/2023
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.
Amazon has fully locked my account after trying to purchase a $200 gift card. I have contacted them and they have informed me they will only unlock my account if i send them my full banking information. ******** statements with account numbers and other personal info. Also they will not tell me if the purchase of the gift card was even approved. I have asked to speak with a representative to help correct the issue as well as my concerns with giving out so much detailed personal information. However they refuse to assist me any further or give me any other information.
Business Response
Date: 06/18/2023
Hello Laken,

I'm Pratap 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'm sorry for the difficulty you encountered while trying to access your Amazon.com account. For your protection, we're only able to make account changes when we can confirm the request is coming from the account holder.

Ensuring the security of our customer account information is our top priority and were not willing to take any short cuts where your privacy is concerned. The phone security verification questions are necessary to prevent any unauthorized persons from accessing your account.

As requested earlier please reply back to us with the below information and the concerned team will reach out to you to resolve this issue.

Preferred Contact Number *
Best time to call *
Preferred Contact Language *

We have provided complete and correct information pertaining to this issue. We'll not be able to take any further action on these matters without the above requested information.

We look forward to hearing from you.

Please feel free to contact us directly by replying to ***********************************************.

Regards,
Pratap

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