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

59,539 total complaints in the last 3 years.
21,483 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:06/09/2023
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.
Requested a return, sent in defective item 05/15/2023 @ 11:49am *** store granada hills on balboa, (at that time the item would radomly ever so often reset or freeze and one time had a green line run horizontally across the middle), I waited two weeks to give time for processing till 05/31/2023 ~9:30am and contacted customer service, was told the item was recieved i would be issued a $612.11 refund in 1-5 days. No further contact was given till today 05/09/2023 in the morning with an email stating be another 1-5 days, i am only receiving $332.61 in 1-5 days, i am being charged a restocking fee ($279.50) that was never disclosed to me prior to the return. If i had known i would have just taken said item to bestbuy and pay for a repair.
Business Response
Date: 06/20/2023
Hello *****,

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

I understand your concern regarding the re-stocking fee charged for the order ending with 0219.

I do see that you have been charged with the re-stocking fee of $279.50 as the return was processed after the return window, hence we do not have option to issue refund for this amount to the original payment method.

However, as a one time exception I can go ahead and issue refund to your account in the form of gift card for that amount.

If it is okay with you, you only have to write back to us and we will take care of this.

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

==========================
Information received date: 6/9/2023
==========================

Case Description: Requested a return, sent in defective item 05/15/2023 @ 11:49am *** store granada hills on balboa, (at that time the item would radomly ever so often reset or freeze and one time had a green line run horizontally across the middle), I waited two weeks to give time for processing till 05/31/2023 ~9:30am and contacted customer service, was told the item was recieved i would be issued a $612.11 refund in 1-5 days. No further contact was given till today 05/09/2023 in the morning with an email stating be another 1-5 days, i am only receiving $332.61 in 1-5 days, i am being charged a restocking fee ($279.50) that was never disclosed to me prior to the return. If i had known i would have just taken said item to bestbuy and pay for a repair.

Desired Resolution: Refund

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

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:06/09/2023
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.
I have made several successful orders with my amazon account for several years without any issues. However on November 13, 2022, my account was suspended immediately after I placed an order. I placed the order using a gift card of $165 that was given to me by someone else.I was asked for proof of gift card purchase which I sent to them after which my account was closed. Please see that I have attached proof of the gift card purchase and an email showing that it was given to me. I would sincerely appreciate it if this issue is resolved amicably. Thank you for your time.
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 **********.

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 satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:06/09/2023
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.
Purchased an ****** jacket from amazon. When delivered I received the incorrect item. I notified Amazon during the return that I received the incorrect item and that i was returning it. They received my return and have not refunded me stating I returned the incorrect item. I agree the item returned does not match what was ordered but that is the item received orginally and the reason I returned it to begin with.
Business Response
Date: 06/20/2023
Hello ****,

I'm Sandhya 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 details and I understand that your concern regarding the item you returned to Amazon.

I've investigated with our returns center and it appears that our team has received Grey large Adidas jacket and internal tag indicates that item is in used/damaged condition instead of expected ASIN B09KHC7HQ3.

I see that you have been refunded for this order. Since we have identified incorrect item in inspection, we have charged you again for the advance refund.

Based on the results of investigation, we wont be able to refund you at this time.

We appreciate you bringing this to our attention.

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

Regards,
Sandhya
Amazon.com
***********************************
Initial Complaint
Date:06/09/2023
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 **** lens 100-400gmaster on May 22 and returned it on June 5th. Amazon received it on Wednesday June 7th which was confirmed by *** tracking. Amazon has not issued a refund and is blatantly stalling on issuing a refund in the amount of *******. The order number is 112-2597658-1344219
Business Response
Date: 06/20/2023
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.

I'm sorry for the inconvenience caused with the return process with the order #***-2597658-1344219.

I've reviewed the details and see that the item was completely refunded on June 14, 2023.

Since your order was partially paid for with points, a value of $45.08 has been refunded to your points balance and will usually appear within 3-5 business days.

The remaining balance of $2,094.28 was processed to your card used on the order and usually be credited within 3-5 business days.

You can view details of the completed refund on your Amazon.com account:

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

I hope you find this information helpful. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:06/09/2023
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.
Dear BBB Team,I am writing to file a complaint regarding a distressing incident I recently encountered with my Amazon account ************************** My account was placed on hold, and during the unlocking process, I experienced highly unprofessional and mocking behavior from Amazon's customer service representatives. They repeatedly demanded that I provide billing statements for credit cards ending in **** and ****, only to reject them and request additional documentation. After several rounds of this mockery, they informed me that my account would be closed.I provided the most recent and authentic billing statements as requested, but their unreasonable demands and subsequent closure of my account leave me with a strong sense of malicious intent. I firmly believe that I have fallen victim to severe racial discrimination, cleverly disguised within Amazon's review policies.Considering the aforementioned facts, I kindly request your intervention to address this issue promptly. I urge BBB to investigate this matter thoroughly, ensuring that Amazon reviews my submitted information, reopens my account, and takes appropriate disciplinary action against the involved personnel. It is essential that Amazon rectify this problem and provide me with a fair resolution.I have consistently trusted Amazon as a reputable and responsible company, but this experience has shattered my confidence. I seek your assistance in resolving this matter and prompting Amazon to conduct a thorough review of their practices, ensuring that customers are not subjected to similar unfair treatment in the future.Thank you for your attention and support in this regard. I eagerly await your response and the actions taken to rectify this situation.Sincerely,WEI
Business Response
Date: 07/11/2023
Hello,
We have restored access to customer's account and processed any pending orders.
They can track the progress of the orders in the "Your Account" section of our website.
Sincerely,

Account Specialist
********************
******************************
Initial Complaint
Date:06/09/2023
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.
Purchased an E bike off of amazon.com arrived damaged from shipping agent. Ive been talking with Amazon and the seller for over three months with no resolution. Theres probably been 50 to 60 messages exchange between myself, Amazon and the seller. Order number 114-0888022-1552248
Business Response
Date: 06/28/2023
Hello,

We apologize for the delay in providing a decision on the claim. We want to let you know that we are still reviewing information on this case. We are waiting for a review by one of our internal teams. No further action is needed from the buyer at this time and we will contact them soon with a decision.

Thank you.
-Amazon
Customer Answer
Date: 06/28/2023

Complaint: 20164553

I am rejecting this response because: no decision was made!

Sincerely,

*************************
Business Response
Date: 07/03/2023
Hello,

Thank you for taking the time to provide us with additional information regarding claim on order 114-0888022-1552248. Upon further review, we have decided to reverse our original decision and ***** the claim in buyer's favor. On this order, we have initiated a total refund of $ ****** back to the buyer's original payment method. The refund may take 2-3 business days to reflect in buyer's account. If the buyer paid with a credit or debit card, the refund(s) may take a few days to appear on the statement.

Thank you.

-Amazon
Initial Complaint
Date:06/09/2023
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.
Around October of last year (2022) I attempted to cancel both my Audible and Prime membership through Amazon. The Prime account simply never stopped being charging my bank. The Audible subscription paused but then resumed charging me. However after it resumed I never received another credit for a book. I had credits saved up from before so Amazon is using the fact that I have been purchasing books as evidence that I have received new credits.
Business Response
Date: 06/20/2023
Hello *******,

I'm Sandhya 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 details and I'm sorry to know that you're seeing charges on your account for ********************** membership.

Upon checking, I can see that your monthly prime membership renewed on January 25, 2022 after your annual prime ended for year 2021-2022. Also, I can confirm that you have been actively placing orders and using other benefits of prime.

Based on the results of investigation, we wont be able to refund you at this time.

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

Regards,
Sandhya
Amazon.com
***********************************
Initial Complaint
Date:06/09/2023
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 Amazon account got hacked and I had 4 fraud charges which I reported as soon as I noticed them. I reported it to my bank. They advised me to resolve it with Amazon first and if they did not make good on it, then follow up with them. One of the charges, (the 4th one), was refunded by Amazon right away, but the first three have been ignored by Amazon. I have been given all kinds of answers from we will investigate, refund is being processed, and they cannot find them on my account. On the first call Amazon even told me not to cancel my card, or they would not have anything to refund to. So, I dealt with Amazon for several days and finally went back to my bank. ************ Now, Amazon has locked me out of my account unless I pay them back for these charges since my bank took it from them. Instead of Amazon recognizing me as a victim and supply appropriate customer service for a long time loyal customer, they are treating me like the criminal.
Business Response
Date: 06/29/2023
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.
Firstly, Please accept our sincerely apologies for the inconvenience this has caused.

We have looked into your concerns regarding the unauthorized charges and the account access issue.
We have taken appropriate measures to secure your account. As for the unauthorized charges we understand that you had disputed these charges with your card issuer .We have researched this matter and confirmed that the dispute in question has been closed in your favor.

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

*****
Initial Complaint
Date:06/09/2023
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.
Return Policy Amazon stated on line if there is an *** store closer to me to return an item than a Whole Foods Store than the shipping charge would only be $1. Well Whole Foods is a ************************************************************************ $5.99 to return an unused item at my local *** store. This is false advertising.
Business Response
Date: 06/20/2023
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.

I'm sorry for the inconvenience caused with the return shipping charges applied on the order #***-2032424-5837868 though our website states free returns / $1 returns.

I've reviewed the details of the return and see that you have returned the item from the order with the reason 'No longer needed'. Please know that a return shipping fee will be charged for the change of mind returns.

However, to help you with this, as a one time exception, I have refunded the $5.99 amount back to your account.

You'll see this refund to your card in the next 3-5 business days.

You can view the status of your refund in Your Account here:

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

I'm glad I could help. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 06/21/2023

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:06/09/2023
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 the owner of Amazon seller account Enjoy The Wood (*****************).While creating new listings I received the error that I am using UPCs, EANs, ISBNs, ASINs, or JAN codes that do not match the products I try to list in error.As requested, I provided the required information for investigation along with the needed documents to Seller Support (refer to Case ID **********):Product name: World Wooden Map 3D M Prime Terra Manufacturer name: LLC Refab As I am a Brand owner - Valid and current (not expired) GS1 certificate for the **** range(s) used by my listings in attachments.My brand name: Enjoy The Wood I also attached a screenshot from the GS1 database to prove that my brand is registered under the **** in question.They sent me the auto-response and did not address the issue. I kindly ask you to help me make Amazon let me list my products.Sincerely,Enjoy The Wood
Business Response
Date: 08/15/2023
Hello,

The seller account created under ****************** for which this complaint was raised, is an account for an ********** Marketplace.
We recommend that the seller sends their information to: **********************************************

Sincerely,

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Amazon.com

Amazon

Amazon.com

Amazon.com

Amazon.com

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Amazon.com is BBB Accredited.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Amazon.com is BBB Accredited.