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

58,836 total complaints in the last 3 years.
21,959 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:04/26/2023
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 purchased an Amazon Membership which is supposed to bill me monthly $14.99. For sometime now they have been billing two of my charge cards $14.99 each month (double billing) and billing me separately for Amazon Prime Video ($10.89) each month which is supposed to be included in the Amazon membership. I recently got an Amazon credit card which started billing me $14.99 for Amazon membership. When I try to make contact with them to stop the charges I can never speak to anyone and you can only communicate via email and no one ever responds. I have at least 6 months of double billing which I have included. I feel that Amazon owes me a refund for double billing me in the amount of $14.99 per month as well as the $10.89 they have been billing me including the other miscellaneous charges that have been highlighted from Amazon with no explanation of the charges.
Business Response
Date: 04/28/2023
Hello *******,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We're sorry to know about the inconvenience caused by the double charges for the Prime monthly subscriptions and Prime video charges.

I've researched the account associated with this email ID and I can confirm that you've been charged only once for the prime monthly subscription on this account. In this case we request you to write ** back with the charge ID's on your bank statement. This will help ** locate the charge and address the issue.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

For more information about identifying unknown charges on your statement, visit:

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

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 05/02/2023
Here is activity from both of my accounts where I am being billed twice a month.
Business Response
Date: 05/05/2023
Hello Ms **************** style="color: rgb(0, 0, 0); font-family: **************, Helvetica, sans-serif; font-size: 12.16px;">I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for writing back to ** with the attachment.

Up on further research I see that you have two accounts with **. One is registered with this email ID and the other is registered with *******@yahoo.com. You can cancel the prime and video subscriptions by logging into the other account. For account security reasons we can take actions only when the request comes from the email ID associated with the account.

You can cancel Prime Video Channel subscriptions at any time from the Manage Your Prime Video Channels page in Your Account:

1. Go to: ***********************************

2. Find the subscription you'd like to cancel under "Your Channels."

3. Select the "Cancel Channel" option and confirm.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/26/2023
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.
Greetings!I am writing to you regarding the issue of Amazons negligence because of a technical issue. I received the complaint from the right owner (Complaint ID: ***********). We held negotiations and decided: the right owner would withdraw the complaint. His email is ************************************************** this moment, we faced the issue: the right owner cannot withdraw the complaint regarding ASINs B08VLCD3HW and B08P3WWGLX. He reached out to you a lot of times using the email ***********************************************. I attached a screenshot to prove my point. Besides, you may check Case ID: *********** and ensure that the right owner contacted Amazon to withdraw the complaint. The Amazon system does not allow retracting the complaint. As a result, I still have the violation on my seller account. The system did not accept the retraction from the complainant. When the right owner contacted Amazon Support, they responded in a patterned manner. The right owner did not receive a clear response on resolving this technical issue. He withdrew other complaints, and now I still have 2 more. Amazon`s advice does not work in this case because it happened due to a technical issue. They did not transfer my case to the special team. I kindly ask you to review case *********** from *********************************************** and withdraw the complaint *********** regarding ASINs B08VLCD3HW and B08P3WWGLX.Best regards!
Business Response
Date: 04/29/2023
Hello,

We have decided to reinstate this sellers account.

We sent an email to the seller informing them of this decision on April 30, 2023.

Sincerely,
Amazon.com
Initial Complaint
Date:04/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a ******* S20 Ultra, 128 GB unlocked, renewed cell device in March 14, 2023 in the total amount of $311.17. I requested to return the item, was given a RMA from the seller and sent via **** The seller received item on April 15th. I still have not received the refund. I have contacted Amazon numerous times regarding this and have been given different dates to expect my refund each time. Now I have been told May 4th because its over $300. I was also told April 26th. It changes every time. If I purchase in good faith, followed appropriately the instructions to return the item, I would expect a refund in a timely fashion. Not the typical Amazon customer service runaround, which is what Ive been getting.
Business Response
Date: 04/28/2023
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 your package was handed over to the *** on Apr 13, 2023. Usually the return refund process takes 2 weeks to complete. However, sometimes it might take upto 30 days. This extra time helps the returns center to find the item and process it. If there are any issues, Our returns center will contact you via email.

I would request you to please wait till May 13, 2023 before we can take any further action.

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

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
***********************************
Customer Answer
Date: 04/28/2023

Complaint: 19986809

I am rejecting this response because: The seller has had item since April 15. I was told Id have the refund by April 26th, then May 4th and NOW May 13? Unacceptable. There is no reason for your business model to tell a consumer to wait 30 days for a refund. I expect the refund in full to hit my Amazon card within days and if you cant, then escalate to someone who can.

Sincerely,

***********************************
Initial Complaint
Date:04/26/2023
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 marked some of my orders and I could not view them under my order history. I contacted Amazon multiple times via online chat and phone. Multiple representatives and their supervisors have ensured me that the issue has been escalated and the account specialist will look into it. I tried to email the issue to ******************************** ************************************ ******************************* as suggested by Amazon online chat representative, but only to find out that Amazon no longer uses them. Extremely disappointed with Amazon and their lack of professionalism.
Business Response
Date: 04/29/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************

Customer Answer
Date: 05/08/2023
Hi,

Providing additional information for Amazon. I was able to locate the following order numbers from my credit card as they do NOT appear on my Amazon's order history.

Order # ***-073796-8709010

***-6110526-9057069

***-4087679-4542611

***-2517267-8577846

111-4702218-7361034

***-9743911-8692267

Can't locate the order numbers for the Stud finder and Mounting dream TV bracket.

Thanks.
Business Response
Date: 06/06/2023
Hello ***************,
I'm ***** from Amazon.com.
We request you to please help us with a valid email address associated with your Amazon.com account in which the orders were placed.
The email address that you provided on your BBB complaint is invalid and we're unable to send any communications to that email address.
We look forward to hearing from you soon.
Regards,

*****
Amazon.com
***********************************;
Customer Answer
Date: 06/14/2023

Complaint: 19986695

Providing email address associated with the Amazon account: ******************************

Sincerely,

***************
Business Response
Date: 06/16/2023
Hello ***************,

I'm ***** from Amazon.com. I thank you for helping us with the details that we requested.

We request you to please help us with the order numbers of your purchases so that we can look into and assist you further.

We look forward to hearing from you soon.

Regards,

*****
Amazon.com
***********************************;
Business Response
Date: 06/21/2023
Hello ***************,

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'd like to confirm that you're account was reinstated and you will be able to access your orders.

All these orders show delivered by USPS.

XXXX7069
XXXX2611
XXXX7846
XXXX1034
XXXX2267

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:04/26/2023
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.
Order 111-9403866-3017052, account *********************** Ordered this 1/22 during a huge sale after a friend told me about it. It seems another company jumped onto the low price during the sale (Zhouchen) and scammed customers by taking orders and not fulfilling them. My friend got this price from a legit seller, either Amazon or the normal seller of this cat wheel. Mine got delayed a handful of times, than a "tracking number" appeared but had zero tracking company or info. I finally complained end of March regarding this and the fact the reviews showed the company simply takes orders and doesn't fulfill them. The customer service **** ***** was incredibly helpful and understanding. He understood the issue of sellers scamming customers during price drops, and how 3rd parties can take advantage of the system. He said he couldn't provide the refund today but that I could get it refunded April 22nd (his email said 24th but in communication he said 10 days after latest delivery which was the 12th) and that he could price match the cat wheel that day or when the order was cancelled/refunded. I said I'll just do all of it at once and appreciated his help. Fast forward to this past weekend when I was told that the price match wasn't possible. I said "I'll take the refund in the form of a gift card because I'm just going to re order it using price match" and the representative understood what I said and refunded to the gift card but than we got disconnected. The next rep said the refund was processed but price match would need to goto another department. The other department said it wasn't possible despite being told twice it was. My friend got his cat wheel for the $39.99 and I got screwed because a scammer company can just take orders without fulfillment! And I got zero help despite ample proof I should've. I've attached his email as well. At this point I want the cat wheel and a substantial discount on top for dealing with this!
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've checked and see that the order was refunded in full. I understand the seller put up incorrect price and encouraged the customers to place orders. I've forwarded the feedback to the seller performance team so that they can take appropriate action.

Unfortunately we are unable to price match as there is no option for **. I understand its disappointing, however, please be assured that your experience will not go unheard.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:04/26/2023
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.
April 26, 2023 To:Better Business Bureau From:********** Store / *************** LLC Re:Request for Release of Funds from Amazon Dear Sir or Madam,My name is *****************, and I am the owner of an Amazon.com store, ********** Store. My Amazon seller account was deactivated on march 7, 2022, and has remained inactive for nearly a year with no end in sight. I have been sending appeals to Amazon in the hopes of reinstating my account, but I have not received any substantive response or a detailed explanation as to why my account remains suspended.To make matters worse, Amazon has locked me out of my Seller Central account and is refusing to release the proceeds from sales my store made last year, prior to my suspension. Amazon has now held these funds for well over 180 days; at this point, I am certain that Amazon has completed its review of my account and that there are no pending customer claims, chargebacks, refund requests, or other outstanding fees which might necessitate holding these funds any longer. Furthermore, as the reason for my initial suspension was not related to any alleged deceptive, fraudulent, or illegal activity, there is no basis for Amazon to indefinitely withhold these funds, as per the above-referenced Business Solutions Agreement.I truly dont know where to turn for help: I cannot access my account, ********************** isnt considering my appeals, and my money has been frozen for nearly a year. If I only knew the basis for Amazons decisions, I could take steps to cure any deficiencies and allay their concerns. Unfortunately, I remain almost totally in the dark and lacking any instructive guidance. Thank you for your attention to this important matter. Feel free to contact me with any questions.Sincerely,*****************
Business Response
Date: 05/09/2023
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2022/6/26.
Merchant Credit Team Amazon.com
Customer Answer
Date: 05/11/2023

Complaint: 19986248

I am rejecting this response because:
My account has been missing for over a year, I find it incredible that the only response from Amazon is that they can not tell me anything about their rating methods in the appeals, honestly their rating methods are not my problem, the only thing I need is to know how I recover my store and the funds I invested in it for over a year, I can not believe that they continue to shield themselves in that "they consider that my account has been used to commit fraudulent acts and others. I do not understand on what basis they say that and disappear my account, I do not even have access to my marketplace to justify each of the accusations imposed on me, I come to you Better Business Bureau to help me stop this, Amazon can not get away with it and continue to disappear accounts "according to their evaluation criteria", criteria that in reality we do not know at all when making such drastic decisions. If necessary, I attach the documents I have sent to Amazon to appeal that decision, but I cannot provide more information as I do not have access to my account, I ask you to help me to regain access, i will be attentive to any accion taken.

Sincerely,
*****************
Initial Complaint
Date:04/26/2023
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.
3/27/23 I bought 2 jbl speakers from Amazon. They arrived damaged 4/4/23. They were advertised and sold " worry free" as renewed but they were damaged. I sent them back 4/11/23 and *** tracking confirms, ****************************************** they were received back at Amazon 4/18/23. Each day I call and check on my refund because the site says I still need to print a shipping label. Each time I talk to a rep, I'm told a different day I will get my money back. I was told yesterday (4/25/23) last week. The goal line gets moved back every single day. I've been told may 23, 24, 25. It doesn't take but a moment to process my order and take my money. But they say 30 days to give it back? I just want my money back. Nearly $2000 and interest of that times how many other customers equals lots of money so I see why they play keepaway with customers cash. It is not right and I want my money back now and them to change policy and stop ripping people off. I'm lied to everyday and told different dates to be refunded.
Business Response
Date: 04/28/2023
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 return.

As mentioned by our customer service, once the item is picked up, it will take upto 14 days for the item to get back and process. Even though the tracking shows delivered, it takes time for it to be processed. At times takes 30 days.

I would request you to please wait till 5/15/2023 before we can take further action. Unfortunately we are unable to take any further action till then.

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

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
***********************************
Customer Answer
Date: 04/28/2023

Complaint: 19986033

I am rejecting this response because:
it's takes a few moments to process and ship the item to me, and you don't ship it with out having my money from my account up front. How is this fair practice to treat customers this way? You're holding nearly $2000 of my money for a month, and you think that's an acceptable amount of processing time? I don't know any banks that give e interest free loans of $2000 for 30 days. This is not right and buyers need to be aware that your "worry free" policy is crap! WHERE IS MY MONEY?

Sincerely,

*********************
Initial Complaint
Date:04/26/2023
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 has been taking *****a month out of my checking account for 12 months. I do not know how this was even started. I do not have or used Amazon anything. I have no email address or anything of personal information attached to a Amazon account. I continue to call customer service and they can't help stop tge charges because I do not have a Amazon account yet they continue to withdraw money out of my bank account monthly. They only tell me that they can't help or stop the withdraw without an Amazon account.
Business Response
Date: 04/28/2023
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 BBB complaint and I understand you're unhappy about the prime subscription charges that were taken out of your account.

Upon checking your account, I found that a 30 Days Free Prime trial was subscribed in January 2023. As per the information that we have on our system, the trial was subscribed when there was an attempt from your account to access ********************** Video paid content. For your reference, we also sent an email confirmation about this trial confirmation on Tuesday, January 24, 2023 with email Subject "*******************************, welcome to Amazon Prime".

We mentioned in the email confirmation "On February 23, 2023 your promotional offer will end and your plan will automatically change to $*****/month".

I'm sorry to learn you were unaware of this subscription and in this case I've cancelled your prime subscription and issued full refunds for all the charges (***** USD x 3 Months). Refund will be processed to your original payment card within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:04/26/2023
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 Two FB monitors but did not like the bulkiness or the heaviness of them. Returned them to Amazon. The website and several representatives confirmed that they have received them on March 24, 2023. I have made 12 requests to Amazon on their website, and several phone calls to representatives who assured me a refund will be issued in **** business days. I have not received the refund yet as of April 26, 2023. Please see the screenshots provided.
Business Response
Date: 04/28/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:04/26/2023
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 purchased a laptop battery from Amazon.com on April 12th, 2023 where it listed that the item I was purchasing was covered under "Free Amazon Product Support." I specifically chose this item because it had this free support, these laptop batteries are known to have a high failure rate so I chose to protect myself by purchasing an item that was protected. This is shown in the red box of the "ProductPage.png" image.Today, 4/26/23, the battery failed and no longer charges. This is one of the failures that is commonly cited in the reviews for this item. This was the exact failure I was afraid of and the reason I purchased a product with "Free Amazon Support." When I went to use this support that I thought I was purchasing, Amazon directs me to a page that says the item is ineligible for this service, this is shown in "SupportPage.png."The product was advertised as having this service, which is why I purchased this product, but Amazon refuses to allow me to use what was advertised. This is false advertisement. This is illegal. I want the support I paid for, or a replacement of the failed item.
Business Response
Date: 04/28/2023
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 BBB complaint and I'm sorry to learn about the negative experience you've had with your order of "SUNNEAR BTY-M6L Laptop Battery Replacement".

Upon checking your order, I found that a replacement order was already sent and delivered Thursday, April 27.

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

Regards,

*****
Amazon.com
***********************************

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