Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,514 total complaints in the last 3 years.
21,505 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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
***********************************
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.
hello i would love to complain of my amazon account of which there was no communication of my closure of my account of which i had purchased an order and it was my first time i think is unfair for so much and if you need the product very urgent.
Business Response
Date: 04/28/2023
Hello,

As we informed you earlier, we have closed this account.We took this action because you consistently asked us to issue refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds to you at this rate.

After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site.

Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on ********************.

To learn more about our policies, go to Conditions of Use:
www.amazon.com/conditionsofuse

Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

Account Specialist
Amazon.com
www.amazon.com
Customer Answer
Date: 04/28/2023

Complaint: 19985485

I am rejecting this response because:

Sincerely,

*********************
you just closed my account without any implications after which i did everything right will i was doing my order. i tried raised the issue if i break the law but there was no answer on your side. and yet you should be able to give a warning or a message since i am new user and it was my first time to order something. its so so unfair and since my order was very urgent
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.
My brother passed away and I have been trying to close his account for over two weeks. The bereavement support department requested I send I copy of the death certificate and any information I have. I provided them with all the information they requested which included the death certificate, his name, his address , his phone number. They then replied that they needed his email address. I provided them one email address and stated that he had several but this was the only one I knew of. They then never responded back. Meanwhile, the reoccurring orders that he had on automatic send continue to be delivered. The most recent experience was via phone and I was on hold for over an hour being transferred to different departments and no one is resolving this issue. We are already dealing with the death of a loved one and this experience has been horrible.
Business Response
Date: 04/28/2023
Hello Ms *****,
.
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 your loss and the experience you've had with our customer service team. One of our aim is to provide a convenient service and we realize we've not met that standard in this case.

In order to address the issue in an effective manner, we request you to write us back with the below information:

* Estate Executor: A court-issued letter of administration for an estate subject to probate. * Spouse/Family Member: A death certificate for the deceased. Please make a copy of your original document. Then, using a pen, marker, or another piece of paper, obscure the personal information on the copy except for the persons name and address. Dont use your original document for this purpose, as you may need it for your records later.

Further we also request you to write us back with the email ID registered with the account of your brother. If you do not know the exact email ID, please provide us with shipping label on the recent order you've received from your brothers account.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
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.
Greetings, I am expressing my concern regarding false advertisement that Amazon presented when renting a vehicle with Budget on January 30, 2023. Amazon and Budget were advertising up to 30% off your car rental + 10% back in an Amazon.com Gift card. I received the discount off from Budget when I booked the car rental for $425.43. However, I never received the 10% back in an Amazon gift card, which would amount to $42.54. I have contacted Budget and Amazon customer service multiple times with both companies bouncing me back and forth to each other. As for the attached advertisement, I logged into Amazon.com as instructed to be eligible for the offer. I have wasted too much time and effort contacting Amazon with no resolution on several occasions. I could have booked the Budget car rental through ****** and saved more money. However, I chose to do it through Amazon, because of this offer to get 10% back in a gift card, which was a better offer at the time that I never received. Please note that the attached Budget car rental receipt is in my husband, *************************** name since I put him down as the primary driver on the vehicle. I appreciate any resolution you can facilitate to make this right with Amazon. Thank you, *********************
Business Response
Date: 05/17/2023
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 any misunderstanding in this case.

As the offer is advertized on a different website, we are unable to honor the same. The gift card is issued by budget and not Amazon. I would request you to please check with budget and if they deny the issue, please forward the correspondence so that we can see what can be done.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/18/2023

Complaint: 19985440

I am rejecting this response because: Budget refuses to acknowledge the Amazon gift card benefit made with the reservation and advertised it as such even though the attached advertisement clearly states the misleading benefit of an Amazon gift card with the Budget car rental.

********************************************
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.
Returned item but not getting refund . I have contacted multiple times and sent email regarding claim multiple times but nothing
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 ** with the order number related to your purchase.

If you still need help, please contact ** again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** 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: 04/29/2023

Complaint: 19985415

I am rejecting this response because:
The order # is 111-0908741-4669011

Sincerely,

*****************
Business Response
Date: 05/02/2023
Hello,

I'm sorry for the inconvenience caused.

However, we cant take any action without first receiving the requested Incident Report. Reply to this email with the completed questions and answers for review. The Incident Report can be completed directly in the email or as an attachment such as a PDF or JPG file. Must be corrected and resubmited for review.

Thank you for your understanding.

Customer Answer
Date: 05/03/2023

Complaint: 19985415

I am rejecting this response because:
The incident report has been filled out already. If you look at the attachments you can see the incident report filled out multiple times and sent emails. Also the attachment also includes the follow up emails I sent back to ya asking how come no response. Are you not opening up the attachments?

Sincerely,

*****************
Business Response
Date: 05/09/2023
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.

I'd like to confirm we have issued full refund of $216.49 on May 7, 2023. Refund will be credited to your original payment card within 3-5 business days.

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 hope my email finds you well. I'm contacting you because on February 23 I sent to Amazon the shipment ID ************, with 56 units of the product ASIN: B00Y3PB48A - "NESQUIK Chocolate Cocoa Powder, 9.3 Oz. Tub | Milk Chocolate Powder" (attached purchase invoice and proof of delivery). However, on April 3rd the Amazon team informed me that my shipment had arrived with a quantity discrepancy of -4 units (equivalent to ***** USD), so to resolve this discrepancy, I contacted Amazon through CASE ID *********** (on April 10th) and provided information and proof that my shipment was complete and in accordance with Amazon's requirements.Unfortunately, Amazon only replied they had counted the units and had not found any units, but they never provided proof or anything and simply closed the case ID ***********, which I opened to resolve this situation.That is why I'm contacting you, because I think it's unfair that Amazon just assures they have not received my product but don't provide any proof or evidence. I would like you to communicate and escalate this case to Amazon so we can resolve this problem as soon as possible.Thank you very much for your help and support.Regards Lunam Shop
Business Response
Date: 04/28/2023
Hello from Amazon,
I understand that Selling Partner needs assistance regarding FBA1716Y8PFH shipment.
Upon review, we have found that the email address used to contact us, *********************** is not related to any Selling Partner account.
For security reasons, please know that I am not able to provide any additional information or take any action on a Selling Partner account unless contacted directly by the owner of that account.
This is the only way to be certain that the request is coming from the account holder and that all personal information is protected.
Hence, I request to please send all future contacts from the email address used to register the seller account.
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.
Dear Better *************** I had a selling account on **********************. My account has been deactivated because of the suspicions of the Seller Performance Team that I have listed unsafe items on Amazon (ASIN: B09J54PFMQ). I am concerned that my selling privileges were removed by mistake. I provided the Seller Performance Team with the certificates of quality and documents of safety certification for the products (by The Public Health and ******************** as well but it didn't work. It's an Elkay branded product and it does not consist of any unsafe or harmful materials. My point is proved by certifications numbers specified on the listing and the product itself. Listing contains photos of the backside of the filter. All certifications on the filter is a proof that this filter is safe. I haven't received any complaints from customers or other entities about these products. I've never received restricted product policy violations as well as other complaints, claims or even bad reviews. My account's performance is green and "healthy", I reviewed the product's rating and it's "good" or 4. But since I couldn't convince Amazon by even sending them all documents required I requested disbursement of my funds. However, Amazon has rejected my request without even telling me the reason why. My account has been deactivated without proof or real problem on the account, and moreover, Amazon rejected even to disburse my funds. I ask you to contact Amazon and request to conduct an additional review of my account about funds disbursement. I attached all information that Amazon needs in their review. Best regards!
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 2023-4-20.
Merchant Credit Team Amazon.com
Initial Complaint
Date:04/26/2023
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.
My wife and I bought two vanities in Dec 2022 from Amazon. This was sold through Amazon and a third party retailer, Watersource. We wanted to return the vanities due to a lighting issue. We contacted the third party seller and they would not pay the shipping back to them. We conttacted Amazon an they told ** to ship the item back and if the third party did not pay for the shipping Amazon would. We were refunded for the vanities. The shipping and packing material was $732.00. We have contacted Amazon several times in reference to our refund and it has not been issued. They keep telling ** that it is going to the *** claims to get resolved. Never happens. We have been working on getting our $732.00 refund credited back to our credit card for 5 months now. We have all the e-mails from Amazon. We have all of our e-mails from Amazon stating resolution anywhere from ***** hours to 1-2 weeks. Any assistance you could help ** with would be appreciated.
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 ** with the order number related to your purchase.

If you still need help, please contact ** again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** 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: 05/03/2023

Complaint: 19985098

I am rejecting this response because I did not put the order number in the complaint. Here is the complaint with the order number.
My wife and I bought two vanities in Dec 2022 from Amazon. This was sold through Amazon and a third party retailer, Watersource. We wanted to return the vanities due to a lighting issue. We contacted the third party seller and they would not pay the shipping back to them. We conttacted Amazon an they told ** to ship the item back and if the third party did not pay for the shipping Amazon would. We were refunded for the vanities. The shipping and packing material was $732.00. We have contacted Amazon several times in reference to our refund and it has not been issued. They keep telling ** that it is going to the *** claims to get resolved. Never happens. We have been working on getting our $732.00 refund credited back to our credit card for 5 months now. We have all the e-mails from Amazon. We have all of our e-mails from Amazon stating resolution anywhere from ***** hours to 1-2 weeks. Any assistance you could help ** with would be appreciated.
ORDER # 111-0076497-7333002

Sincerely,

*************************
Business Response
Date: 05/23/2023
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 your concern about the return refund on the order of DreamLine SHDR-1948723L-04 Mirage.

Upon checking your order, I found that a special care refund on $750.00 was already issued on May 4, 2023.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/23/2023

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:04/26/2023
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 was unable to deliver my package and refuses to refund my purchase of 50+$
Business Response
Date: 04/28/2023
Hello ******,

Were sorry to hear that you havent received your item(s) from order #***-3523656-7503405.

Based on the results of our investigation, we aren't able to provide a replacement or refund for this order at this time.

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.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.
Customer Answer
Date: 04/30/2023

Complaint: 19985040

I am rejecting this response because:
I would like my order refunded in full.
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.
This past Monday, I started an inquiry via chat as to who has my name, address and credit card and is sending me packages I didnt order via Amazon. I was told by an Amazon representative who called me that they were opening a fraud inquiry to find out who ordered Amazon Prime packages on my credit card and also sent them to me, but not in my Amazon account. I never received the email I was told to expect after 24hours and then the Amazon customer service people told me that there was no fraud inquiry submitted and that the packages werent sent from Amazon, but that is not what I was told on Monday. The Monday person said they found an amazon account with my shipping and credit card information but a different email address where those packages were ordered. The only party who would benefit if I didnt catch it, would be Amazon, and in any case I am pretty convinced Amazon is lying now. Its a case of what I can only figure to call forced purchasing. I also called Amex about this on this past Monday and they told me the charges were made to Amazon and they are still conducting their fraud inquiry and said Amazon shouldnt be going back on what they told me on Monday and made notes in my Amex inquiry. I am honestly potentially concerned for my safety since someone not only hacked my credit card, they also know where I live and are sending me packages, which doesnt make any sense and has a kind of stalker feeling. My initial request to Amazon what that they find out who did it, and even if they cant give me a name (which I hope they would) at least a location. I want to know if this is a person I know or who knows of me doing this near me OR is it a person across the Atlantic who is really bad at scamming. I have been stalked and been victim of domestic violence and this is a clear violation of my privacy and potentially a threat to my safety. I want to know who did it and I want a copy of the call from them on Monday 4/25/2023
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 for any inconvenience caused by unknown packages that you received at your address.

First, I'll need to find the order. I should be able to do that if you can provide the tracking information or some additional information from the outside of the package. On the shipping label, you should see the tracking number and a long string of letters and numbers separated by slashes. It will look something like this:

fbfe18717/2/3998/econ-us/1 of 1/

I need the combination of letters and numbers that appears immediately before the first slash (in the example above, it would be "fbfe18717") or the tracking number. Everything is case-sensitive. I can track the shipment with this information, and can then assist further.

We look forward to hearing from you again soon.

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

Regards,

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

Complaint: 19984926

I am rejecting this response because: I want the fraud investigation that was started this past Monday 4/24/23 on a call I received from Amazon and was told was recorded to be completed. This person is asking me to do again what I have already done in the chat on my actual Amazon account and on the call on Monday and again on Wednesday. They are continuing to ask me to redo what is all on my actual Amazon account - my main complaint is that they are not honoring the first fraud complaint on the phone where the guy told me he found another Amazon account that the fraudulent orders came from. I never got the follow up email about the recorded call and when I called back to follow up the new Amazon team told me that there was no call associated with my account and no fraud complaint filed and when I gave her the tracking numbers again she said that they didn't come from Amazon and that the packages were reused. But this is in direct contrast to what I was told on Monday by Amazon. All the packages I received are sealed with Amazon Prime tape and 2 of 4 have return addresses to Amazon facilities and Amex said that they were from Amazon. I want them to get the information that I already provided on the recorded call from Monday 4/24/23 at 5:12 PM EST and finish that fraud investigation.
Sincerely,

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

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