Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,704 total complaints in the last 3 years.
21,549 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:05/05/2023
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.
Re: Defective Counterfeit Merchandise sold by Fraudulent Vendor on Amazon Order# ***-7870056-4172209 Ordered on May 1, 2022 JanSport ********************* ******* Travel, or Work Bookbag with Water Bottle Pocket, Black Sold by: NORTH AMERICA GREENHOUSE $34.48 To summarize the issue, I bought the item above (a new JanSport backpack) through Amazon last year. A few months later, the backpack disintegrated at the seams rendering it useless. The item was advertised on Amazon with a lifetime warranty, so I contacted the manufacturer (JanSport) and sent them the backpack for repair/replacement. But ******** sent the defective backpack back to me with a letter informing me that: "YOUR BACKPACK IS NOT AN AUTHENTIC PRODUCT MADE BY JANSPORT. IT IS IMITATION AND NOT COVERED UNDER OUR WARRANTY...COUNTERFEIT PRODUCT"All my messages and all Amazon **************** messages to **********************'s vendor NORTH AMERICA GREENHOUSE regarding this issue were ignored. And since I purchased this item with an Amazon gift card instead of a credit card, I am unable to chargeback the charge and dispute the item. My only recourse therefore is through Amazon. But they refused to help and I was told I was not eligible for a refund since the refund window had passed. I feel that since this is a clear case of fraud, Amazon has a responsibility to do more to resolve this issue on my behalf.
Business Response
Date: 05/08/2023
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.

In addition to the feedback which was shared on the seller, I've issued a gift card of $34.48 which you paid for the order. You can see it updated in your gift card balance. I hope this solution works.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/09/2023

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:05/05/2023
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.
On April 12, I received an email from Amazon.com notifying me that my account had been closed due to excessive refunds, in accordance with their Conditions of Use. After reviewing the Conditions of Use, I could not find any policy related to excessive refunds. While I acknowledge that I have requested more refunds than usual recently, this was due to several orders I placed for a friend's birthday that did not meet their expectations or were not the correct size. The items were returned immediately and were not damaged. I would like to take this as a warning and request the opportunity to resume my relationship with Amazon.
Business Response
Date: 05/25/2023
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 15 April, 2023.

Sincerely,

****
Amazon.com
Initial Complaint
Date:05/05/2023
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 contacted Amazon customer service on 5/5 to ask them the status of order 114-2834417-2696222 which contained running shoes and these were returned to Amazon a week ago. I haven't gotten a confirmation for the return. I contacted Amazon customer service. The first person said he had no information of the charge.I am unable to locate the charge on your account.Do you share your card credentials with anyone? F2:28 PM let me speak to a manager please 2:28 PM ****** | **************** Me and my manager share the same resources, would you still like me to transfer?Then I got transferred to ****, who gave me the charge information right away, so I was clearly provided with wrong information. He then proceeded to tell me that I have to wait one month to get my refund, when it's normally a *** of 2 weeks. He said "sometimes" it takes one month but again couldn't explain why it would take longer than 2 weeks.
Business Response
Date: 05/07/2023
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 refund process on the running shoes returned from the order #***-2834417-2696222.

I've reviewed the details of the order and see that the item was successfully refunded on May 6, 2023 after the return processed at our returns center.

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 hope this information helps! Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/08/2023

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:05/05/2023
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.
Amazon prime charged my credit card $14.99 on April 17, 2023. I never authorized this purchase?? I cannot dispute this charge on the amazon dispute section because I do not know what email (whoever charged this person used) On the dispute charges inside amazon it keeps asking for an email address, I have no idea what email address was used to get this charge on my credit card? I have no other choice but dispute it with the BBB? HERE IS AMAZON PAGE? File a claim about a transaction Go to your Account Activity, and then sign in.On the Account Activity page, find the appropriate order or transaction, and then click Details.On the View Order Details page, click File/View Claim.Enter information about the transaction as prompted. I HAVE NO WAY OF KNOWING THE ACCOUNT ACTIVITY BECAUSE I DID NOT ORDER DID NOT CREATE AN AMAZON PRIME ACCOUNT WITH **********************? I DID CALL AND AMAZON CANNOT FIND THE ***** USED TO CREATE THIS AMAZON PRIME ACCOUNT? THAT IS THE REASON TO DISPUTE IT HERE AT BBB ********, **. SAYS ON MY CREDIT CARD 4-17-23 AMAZONPRIME HVODC80L1 AMZN.COM/BILL/WA ? HOW THIS WAS CHARGED I HAVE NO IDEA?? REFUND THIS CHARGE IMMEDIATELY TODAY MAY 4, 2023 PLEASE THANK YOU
Business Response
Date: 05/11/2023
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.
I'm sorry to hear about this charge. Ive checked the transactions on your account and couldn't find any charges for $14.99

Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank. 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 bbb @amazon.com if we can be of further assistance.

Regards,
*****
***********************************
Initial Complaint
Date:05/05/2023
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.
On February 22, 2023, I ordered a glass pot from Amazon for a total of $77.56!!! As of today, May 5, 2023, I NEVER received it!! To this day, the status clearly shows that its RUNNING LATE!! Amazon sent me an email saying that I have the option to cancel the sale, in which I HAVE MULTIPLE TIMES, BUT THEY STILL WILL NOT GIVE ME MY MONEY BACK!!!! I have called OVER SIX TIMES about this and have spoke to many people, including supervisors, *** and ***** to name a few and they ALWAYS TELL ME that they have to file an A to Z claim to help me get my money back and when I say that I have done so NUMEROUS times, they say they apologize and that they have to follow that protocol to help me get my money back. However, as of today, May 5, 2023, I STILL do not have my money back and this is getting RIDICULOUS!!!! I WANT MY MONEY BACK NOW!!!!!! THIS IS RIDICULOUS!!!! THE AMOUNT OF MONEY THAT I SPEND ON AMAZON AND AS HARD AS IT IS TO GET MY MONEY BACK FOR AN ITEM THAT I NEVER GOT!! I AM SICK OF BEING JERKED AROUND BY AMAZON AND BEING TOLD THE SAME STUFF JUST TO GET ME OFF THE ******* THIS IS LUDICROUS AND THEY SHOULDNT BE ALLOWED TO HOLD ON TO MY MONEY THIS LONG WITHOUT GIVING ME THE PRODUCT THAT I PAID FOR!!!!
Business Response
Date: 05/08/2023
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 filed an A-to-z guarantee claim for the order. Usually it takes 14 days for the investigation. However, in this case, you were granted a full refund instantly. You should see the refund of $77.56 in your original payment method in 5 business days.

A confirmation email should have already been received which will have further information.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/10/2023

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:05/05/2023
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.
Bought a pump from amazon for my power washer. I used it 2 times and the pump failed I called amazon to return because the pump has a 5 year warranty they said because it was outside of the return window i had to deal with the manufacturer. I called them several times and cant get them on the phone.
Business Response
Date: 05/07/2023
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 would request you to please help me with the order number so that I can help you further.

Also once the ********************************************************************************************************************** repair.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/09/2023
ORDER # 113-7980723-8254609
Business Response
Date: 05/12/2023
Hello *******,

I see that this order was placed on Tuesday, November 9, 2021.

If the item is within the warranty, you will need to reach out to the manufacturer. As a retailer, we only provide 30 day return time. Post which you will need to work with the manufacturer in this case.

If you are unable to reach out, you may want to do a web search to get in touch with them.

If you are still not able to find any contact, please let ** know so that we can try to see what can be done here.

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 05/15/2023

Complaint: 20023676

I am rejecting this response because: Like i stated earlier i contacted the manufacturer they told me they can not honor the warranty because i bought it from amazon and i would have to deal directly with amazon to get a replacement. If amazon wants to contact the manufacturer and have them issue me a replacement be be my guest. As you can see this is going on three weeks and it is still not resolved. Bottom line i bought a defective item which was sold by amazon and no one will assist me in getting a replacement. You guys are great at sending emails but not great at resolving the issue at hand .

Sincerely,

***************************
Initial Complaint
Date:05/05/2023
Type:Sales and Advertising 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 April 19, 2023 I placed an order with 4 items. Two items were delivered and two were not delivered. The freezer keys was supposed to be in the box with another item. After opening the box. The keys werent in the box. I called Amazon they told me I had to wait 48 hours. I called back after 2 days. They said it was nothing can be done about the missing item. The adhesive patch were not delivered. On April 19th at 7:59pm I was at my window of my front door I got a message the package was delivered. I called Amazon and they told me I had to call back after 48 hours. I called back they said it was nothing they could do about my missing item. I question the agent about why I had no picture of the item. One person said the delivery per must take a picture and one sad a picture was not required. Of the 3 packages I received a picture for the 2 received and no picture of the item that was not received.
Business Response
Date: 05/07/2023
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.

Were sorry to hear that you havent received your item(s) from order #***-8895017-2365002.

Based on the results of our investigation, we aren't able to provide a Refund for this order at this time. On the information provided by the carrier, we're able to confirm that your shipment was delivered with the same package weight and dimensions mentioned on our website.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier."

See ************************************************************************************ for more information.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/05/2023
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.
my email associated with my account is ***************************** I have called in several times to change my phone number with no resolution. I am requesting someone from the company reach out to me in regards to this matter. The phone number associated with my account is preventing me from logging into my account. On top of the inconvenience, I was called a racial slur by one of the phone representatives. Thank you and I look forward to updating my phone number.
Business Response
Date: 05/07/2023
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 your account and for the assistance provided by our support team.

If you are able to login to your account, to update your phone number, go to the Your Account page (*******************************************) and click on the "Login & Security Settings" box near the top of the page. Then, click on the "Edit" button next to the item you wish to change.

For privacy and security, only you'll need to make the changes from your account.

If you have trouble logging into your account, I suggest you to contact ** via phone to speak to our account specialist team to get the login issue with your account resolved.

Once you gain access to your account, you may follow the above steps to update your account settings.

To contact **, visit ********************************************************** and follow the prompts.

Alternatively, you may contact us at:
**** and ****** **************

International (charges may apply) **************

Thank you for your understanding. Have a great rest of the day!

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/11/2023

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:05/05/2023
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.
Order # ***-7314834-3309046. On April 20, 2023 I ordered a Frenchi Home Furnishing Round End Table. Color...MAHOGANY. The end table was delivered on Friday April 21, 2023. They sent the WRONG color table. They sent EXPRESSO AND NOT MAHOGANY. I immediately called customer service and spoke to ******, she said she would send me the correct color table, order # ***-3571403-1585017. And an email return label for the wrong end table. 2 days later Sunday April 23, 2023 I received the 2nd end table. And ONCE AGAIN THEY SENT ME EXPRESSO AND NOT MAHOGANY. I went to the Amazon website and requested a return label. NOW I HAVE 2 EXPRESSO COLOR END TABLES TO RETURN. I returned both end tables the next day Monday April 24, 2023. The end tables were received by Amazon on April 27th and 28th 2023. Amazon indicated on their website RETURN RECEIVED, REFUND PROCESS 2-3 DAYS. I waited 4 business days and money was not refunded to my charge card. I called Amazon customer service and spoke to ****. **** said 2 end tables were received and that my refund will be in 3 weeks. I said to **** that's not what it says on my order...it states 2-3 DAYS. I WANT AMAZON TO REFUND ME MY MONEY...$67.48 back onto my charge card now. This was a terrible ordeal.
Business Response
Date: 05/07/2023
Hello Nica,

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 order #***-7314834-3309046.

I've reviewed the details of the order and can confirm that both the items were received successfully.

In this case, to help you with this, I've processed the refund on the order for the amount $67.48 back to your payment method.

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: 05/08/2023

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:05/05/2023
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.
On April 17 I placed an order with Amazon for app $13. After placing the order I checked my bank balance and noticed Amazon had also charged my debit card for another purchase for $73.43 for a purchase I did not make. I called Amazon and was told they would cancel the order for the item I didnt purchase and I would get a refund in **** days. I got no refund. Amazon locked my account and canceled the order I did make and canceled the order I didnt make. Ive called every day since then to get a refund for both canceled orders. I was told that since they locked my account they would not issue a refund. Ive called my bank and was told I had to get the refund from Amazon. Please I need help.
Business Response
Date: 05/19/2023
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 account.

Our account specialists team sent the following email :

We believe that an unauthorized party may have re-accessed your account.

To protect your information, we have:
-- Disabled the password to your account.
-- Reversed any modifications made by this party.
-- Canceled any pending orders. You can ignore any confirmation emails that you received for these orders.

Please allow 2 hours for these actions to take effect. After 2 hours, contact **************** to regain access to your account.
Customers in ******** or ******: Customers in *****************: **************** Customers in ******: ****************
International customers: International customers: ****************

We recently processed these charges on your Master card ending in 29:
--114- ******************
--$73.43

We recommend that you review all recent activity on this card and report any unauthorized charges to your financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges. The applicable merchants will be notified and charged back, and your account will be credited.

For your security, the credit card information stored on your Amazon.com account cannot be accessed via our website and your full credit card number is not displayed in your account.

In the meantime, we recommend that you also change your email provider's password and passwords for other websites to help protect your account from being compromised again.

Once you regain access to your account, you may need to:
-- Re-enter your complete payment method information the next time that you place an order.
-- Review all recent activity on all your payment methods and report any unauthorized charges to your financial institution.

We do not know how this person got your sign-in information because that happened away from our websites. Some techniques include using malicious software to capture a user's keystrokes and sending fraudulent emails that request account information (known as "phishing").

To learn more about how this may have happened and what you can do to secure your account, please visit the "Security & Privacy" section of our Help pages.
**************************************************************************

Sincerely,
Account Specialist
********************
***********************************;

--

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/24/2023

Complaint: 20023540

I am rejecting this response because:  I am not accepting the response. Amazon took money from my account, one with an order I placed and paid for that they canceled and did not refund to my bank account and the second for an order that I did not place for ***** that was taken out of my bank account. Both charges were on the same day. They say I have to go to the bank to get a refund which the bank says is Amazons responsibility.

Sincerely,

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

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