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

59,512 total complaints in the last 3 years.
21,543 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:06/07/2023
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.
As a prime customer, I placed an order # ******************* on June 4, 2023. My guaranteed delivery date for my item was June 6, 2023. I contacted Amazon customer service today, June 7, 2023 regarding my order. After holding for 40 minutes my call was disconnected by Amazon. The rep's I spoke with was extremely rude. After he disconnected my call, I called back for a second time and at this moment I have been on hold for an additional 25 minutes with no resolve. The lack of customer service is failure to follow-up after my call was disconnected is unacceptable. As a result of not receiving my order, I am out of $400. The cost to return monies for items I could not produce, gas money after traveling to multiple stores trying to purchase the item. Now after 1hr I am being told by customer service rep ********** that I have to call back if and when the item I ordered is received to request a refund. I have been a prime member since 2016 and in recent months my experience with AMAZON has been horrific. Each rep I speak with tells me something different. I am beyond frustrated and disappointed with the lack of customer service and product and service knowledge on behalf of the AMAZON reps that I have spoken with. I spent nearly 2hrs on the phone today which was a waste of my time. As I explained to supervisor *****, I have asked my 17 customers to file a complaint as well. The lack of delivery of the product I purchased has a negative impact on my business because I did not receive my order as indicated in my order by June 6, 2023. Shame on Amazon and your customer service reps.
Business Response
Date: 06/09/2023
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. Also, Im really sorry to hear about the interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

I can confirm that the refund has been processed on Wednesday, June 7, 2023 at 2:54 PM (PDT)
Refund amount $64.65 to your Original payment method.

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

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

Regards,
*****
***********************************
Initial Complaint
Date:06/07/2023
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.
I am a regular buyer and have purchased over 60 orders .I have 0 returns , 0 chargebacks and 0 cancellations from my end .I forgot my password and I reset it successfully however immediately after doing so my account was put on hold and I was asked to upload photo ID proof and proof of debit card used to make purchase.I provided that and yet my account is still on hold ,The documents are attached with this message as well.This is is completely absurd and bizarre !! Just because I reset my password doesnt mean something is wrong with my account . Further,I provided ID proof as well and debit card picture showing last 4 digits as needed !!!!!I request immediate access to my account be restored.
Business Response
Date: 06/11/2023
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.

We apologies for the inconvenience caused with your account.

Rest assured, I can confirm that the account has been reinstated by our team and you can place Order.
A confirmation E-Mail has been sent to your E-Mail address with subject "Your Amazon.com account has been reinstated" sent on Thursday, June 8, 2023 at 3:56 AM (PDT)

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

Regards,
*****
***********************************
Initial Complaint
Date:06/07/2023
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.
I purchased this item on Amazon on May 3, 2023 and I have tried MULTIPLE times and this machine will not start. Today was the last time I put anymore effort into this. I spent 2 hours today trying to figure it out and I am done. I put it back in the box and just want my money back. I already went out and purchased a different brand from Lowes and it started right up. I do not know why I would not have an option to return this. Absolutely ridiculous that you would have a policy in place that states you accept returns on a defective product on Amazon and I have to take MORE time out of my day to go to the BBB to get in contact with you guys. I just want you to honor your own policy of allowing a return of a DEFECTIVE product. Beyond frustrated that I am having to put forth this much time and effort into having to fight with getting my money back from a product that does not even work. Blows my mind. I cleaned everything and put it back perfectly in the box and when I go to return they don't have the decency to get back to me, let alone start the return process. Unprofessional and disrespectful on your part.
Business Response
Date: 06/06/2023
The item in question was purchased by the customer directly through **********************, who fulfilled the order. The customer was instructed to contact ********************** directly to obtain the refund through Amazon. We have not heard back from the customer since providing this direction.
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 am so sorry to hear of the issue you have shared with us regarding the defective machine that you have purchased from Amazon.

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

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

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

Regards,
Pratap
Customer Answer
Date: 06/21/2023
The issue has been resolved and no action is needed. This matter can be closed. Thank you.
Initial Complaint
Date:06/07/2023
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 Support is not giving sufficient attention to my appeal process, violating the Amazon Services Business Solutions Agreement. My seller account was deactivated due to multiple IP violations. According to the initial notification from Amazon, I am required to provide a Plan of Action to reactivate my seller account. A Plan of Action means acknowledging guilt for the violations.I have prepared a Plan of Action acknowledging the violations. However, now Amazon requests that I provide an Authorization Letter or Licensing Agreement from the rights holders whose intellectual property I have infringed. But how can I provide Amazon Support with an Authorization Letter or Licensing Agreement when I have acknowledged guilt and provided a Plan of Action? It means I do not have authorization from the rights holders, so I cannot provide the documentation above.Based on the above, Amazon has not reviewed my Plan of Action attentively. I attached an Authorization Letter, but this Authorization Letter is from the supplier, not the rights owner. Amazon Support must thoroughly review my Plan of Action to understand why I attached this Authorization Letter. Therefore, I request Amazon Support to thoroughly review my Plan of Action and only then consider the Authorization Letter to understand why I attached it. My Plan of Action contains sufficient information about the root cause and the corrective/preventive measures I have implemented. Hence, Amazon Support's argument that I provided "insufficient information" will be irrelevant to the specialist. I sincerely hope for a thorough review of my Plan of Action and prompt account reactivation. Many thanks for considering my request.
Business Response
Date: 06/09/2023
We have decided to reinstate this account and an email was sent to them informing them of this decision on 6/9/2023.

Thanks,
Amazon.com
Initial Complaint
Date:06/07/2023
Type:Delivery 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 ordered on 5/25/23 a Klipsch Reference 5.1 Home Theater System Bundle from Adorama a third party seller on Amazon. Order 114-5656598-9761808 . I received only a partial order and Im still missing the receiver. I tried resolving the issue with Amazon but was told to contact the police department and report a stolen item. Tracking number 1Z68R0R00386419849 was never delivered! And the seller is refusing to send me a refund or another receiver!
Business Response
Date: 06/27/2023
Hello *******,

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

I've reviewed your complaint and checked with the concerned department in this matter.

They've issued a total refund of $969.32 to the original payment method on Tuesday, June 13, 2023

Refunds usually gets processed within 3-5 business days from the issue date. You can view details of the completed refund on your Amazon.com account:

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

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

Regards,

Harasankar.M
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:06/07/2023
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.
Amazon says it delivered 3 ACs tracking number **********. Issue was not delivered. Nightmare to try to fix.
Business Response
Date: 06/10/2023
Hello *******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that the seller who has fulfilled this order has been contacted regarding this issue has responded with the following email :

Thank you for contacting **. The Koldfront CAC10000W shipped out with ***** Express under tracking number ********** on 6/2/23 and will reach the destination terminal between 6/7-6/13. Once there, the carrier will contact you at the number you provided on your order, to schedule a delivery appointment. You can also preemptively contact the carrier at to get your delivery appointment scheduled. As a friendly reminder, please thoroughly inspect the shipment when it arrives. If the packaging is severely damaged upon arrival, please refuse delivery as damaged. Should you choose not to refuse the delivery, we kindly ask you to note any visible damages on the bill of lading when the driver asks you to sign for it and notify us of any damages to the unit itself within 48 business hours. Please let us know if you have any further questions and have a great day.

--

This and other email correspondence you've had with a seller is visible in Your Account under ************** (************************************************************************). There, you can receive attachments from the seller, view past email history, and reply to seller emails.

If the seller is unable to help you with the issue or the solution isn't satisfactory, review the eligibility criteria for submitting an A-to-z Guarantee request:

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/07/2023
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.
Ok its a 2 parter. So originally I placed an order through Afterpay for Amazon. Afterpay received the order and accepted the first payment (which they break it down to 4 biweekly payments). One to two days later I received an email from Amazon saying that my order had been canceled. It was something I needed so I decided to order directly through Amazon. The problem was Afterpay was never notified of the original order been canceled so they continued to charge me so I disputed it directly with my bank around February or March of this year so the bank refunded me the $233 and change back. Fast forward to May 11th, the bank gave me a charge back for the money. I immediately called the bank and they said Amazon stated that the order was never canceled so I call Amazon. The agent informed me that she saw in my notes that I had not received the delivery and that she would put in a request for a refund with the delivery company and they would let me know within 48 hrs. May 11th was a Thursday so I gave them extra time thru the weekend. When I started reaching out to Amazon it kept telling me that it was unable to give me a call back. Fast forward now to June 6th I got through to an Amazon agent and he stated I see that we were supposed to get back with you within 48 hrs and we failed to do our part so Im going to get you over to our special issue department so they can go ahead an process that refund. He placed me on hold and came back like 5 minutes later saying that the department had a high call volume and that he sent over the info and someone should contact me within 24hrs. Later around 9pm I got an email that said it had been over 45 days so they couldnt do anything about the issue. The purpose of this complaint is I paid the $233 twice and its not fair that I pay for something I didnt receive and when I tried to get it resolved 2 different agents on 2 different calls about a month apart from Amazon stated that they saw the problem and would request the refund.
Business Response
Date: 06/15/2023
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.We have researched this matter and confirmed that the order 113-7883024-9540233 has only been charged once we could not find any duplicate charge.And the order was successfully delivered on 23 Mar 2023 via Fedex.
If you have not received the package yet, we kindly request you to check with your neighbors or family members. In some cases, parcels are delivered to neighbors or the caretaker, or placed **************, in the garage or even behind a ****.

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

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

Complaint: 20154552

I am rejecting this response because: I placed the order twice one with Afterpay which you guys (Amazon) canceled within hours, but I was still charged because Afterpay said they never got the cancellation from you. Once the order was canceled through Afterpay I directly ordered with you (Amazon). In all 2 orders were placed so there will be 2 different order numbers with the same items. As I previously stated the first order was canceled within hours after placing. Please research this matter further as I dont think you looked into the order that was canceled by Amazon with the same items about a day or 2 before this order that youve listed.

Sincerely,

*********************
Business Response
Date: 06/20/2023
Hello,

We have denied the customers request for a refund as there was no Double charge to customer's account. 1st order ******************* was cancelled successfully. 2nd Order 113-7883024-9540233 was successfully placed and customer was charged only once for this order.
Customer raised a chargeback dispute on this order with their card issuer and the dispute is already settled in Amazon's favor.

Kindly request customer to reach out to their card issuer for more information with regards to this reimbursement.

Sincerely

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

Complaint: 20154552

I am rejecting this response because: i was charged twice again once from a third party (Afterpay) which was the canceled order but Afterpay still charged me. The second order was charged and delivered which is not apart of this complaint. Since I am being denied the money I was charged I would love for the BBB to post my complaint because it is absolutely wrong that I was charged twice and only received one order.

Sincerely,

*********************
Initial Complaint
Date:06/07/2023
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.
The seller account named ******************* owned by me, *********************************, was mistakenly deactivated by Amazon due to the system linking it to another seller account which was deactivated. I contacted Amazon Support via phone, and a representative provided me with the following storefront information for the associated account: eratodav. My team and I conducted a thorough investigation and discovered that the Virtual Assistant (************), who provided me with the services, also served the owner of the seller account named ********. Unfortunately, due to privacy policy considerations, the Virtual Assistant (************) refused to provide the contact information of the owner of the associated account. Therefore, I cannot and is not obligated to assist in reactivating a seller account with which I have never had any business. I found that the Virtual Assistant (************) logged into my account, ******************* and the seller account of another client, eratodav, from the same IP address and email of user permission. As a result, **********************'s system mistakenly concluded that I owned the seller account named ********. However, this is an erroneous statement. To support my claims, I have attached the following supporting documentation: 1. Virtual Assistant Services Agreement; 2. Notice of Termination; 3. Affidavit. Please also review the Plan of Action to get more information regarding the erroneous deactivation of my account and steps I implemented. So, I request the reactivation of the seller account named ******************* as its deactivation was in error.
Business Response
Date: 06/11/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on June 11, 2023.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:06/07/2023
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.
May 3rd 2023 I was sent tires that were supposed to be new the tires were worn in winter salt and was in bad shape I called Amazon immediately customer service told me to send them back now I asked him should stop payment he said no and said if you do that we cant help you on a A through Z program we have he told me to send tires back it cost 225$ then the place took 173 restocking fee found out they are not a business it a Home federal express told me the tires went to a home I didnt have those tires in my Possession for only 1 hour thats 400 $ they took from me I called Amazon and they been giving me the run around for a month now if it wasnt for them Id have my money now they are not trying to help me at all
Business Response
Date: 06/12/2023
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 #***-9846491-3990648 regarding the missing refund of $173.

As the items sold and shipped by seller, we don't have option to process the refund directly. However to resolve the issue I can offer $173 refund in the form of gift card balance.

I request you to reply with the confirmation about the gift card so that I can process and confirm.

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

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 06/16/2023

Complaint: 20154412

I am rejecting this response because: there is 225$ more that they are not addressing plus all this money came off of my **************** account I was assured by a customer service representative that they were going to pay shipping also
I dont understand why Im being treated this way I spend thousands of dollars with you all I been a prime member for years I dont cheat So that would be 173$ plus 225$
Sincerely,

I am 64 year old and on disability I cant afford this lost please help

***************************
Business Response
Date: 06/26/2023
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.

Thanks for sharing additional information and confirmation related to the return shipping charges.

Based on confirmation, I've process the refund of $400 to your gift card balance on the account on which the order is placed.

The gift card refund is added to your account and ready to use for your future purchases.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:06/07/2023
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.
Transaction Date : May 30, 2023 Order has not arrived as of June 7, and I was expecting a refund.
Business Response
Date: 06/10/2023
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 the previous correspondence and see that our customer service department requested you to wait till June 14, 2023. If the package doesn't show up, please let ** know so that we can take further action.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/12/2023

Complaint: 20154358

I am rejecting this response because:
I have waited 12 days for this refund, far longer than Ive ever waited before. When checking the **** tracking info, Amazons package never made it to the ****. They are to blame, not the ****.

Sincerely,

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

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