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

58,071 total complaints in the last 3 years.
21,725 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:04/22/2023
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.
In January 2023, my Amazon account was used without my permission. Once I noticed the transaction and I immediately had my account blocked. I also called and notified Amazon. They had my account blocked and suspended until I could provide proof and which I did. My account was opened again and all those transactions and orders were canceled. Moving forward, I got an email on January 23 and January 24 that my orders were being delivered. These orders came from the person who I didnt give permission to use my account. In addition, these orders were supposed to be canceled. On April 14th I got email saying that the orders on my account were being disputed and my account was being on hold. I called and sent an email stating to them I didnt make or disputed any orders. I explained my situation and what happened back in January. The representative that I spoke with on April 16 stated that she was sending this over to the investigation department and I should be receiving an email within 24 hours to open my account. On April 22, 2023, I called again because I still couldn't access my account and the situation was not resolved. I did receive an email where they showed the items were delivered and signed for. The address for delivery was ******* and I live in *******. I was explaining that to representatives (****) . He started, that this investigation takes 30 days and with my account being on hold he couldn't my account. I then ask to be transferred over to department that can see my account and he states no. They will email you in 30 days. I then asked to be transferred a supervisor which he transferred me over another representative name (*****). They both couldn't explain why the items were still shipped out once I notified them that those charges were unauthorized. I asked since I didn't make those charges do I need to file a police report but they couldn't provide with any information because my account is on hold.
Business Response
Date: 05/24/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 5/24/23 confirming account reinstatement.
Sincerely,
**********
Amazon.com
Initial Complaint
Date:04/22/2023
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 InkinS kit A, and the Inkin disposable on 4/20 and was to receive it 4/22, which did not bill that day and instead tried billing on 4/21, which due to it billing on a separate date, my bank declined it, so instead I decided to load money to my Amazon gift card balance, which was on 4/21/23. Which I planned to then use to make the order, but after ordering, Amazon put my account on hold and requested me to send in a bank statement to confirm that it was my card. I sent it in, and received a no reply email that the document wouldn't work even though it's the only document that they will accept, and it has everything they requested on it. I resubmitted and called customer service, and was told just to resubmit, and that my account is on hold, and that I would receive a call or email letting me know if there was an issue with that why it couldn't be used, and was told that it was noted to make sure that I would receive a call or an email within 24 hours, and that after that once the hold was lifted I could make my purchase. After this call, Amazon tried billing me 3 times to a card that they put on hold because they hadn't confirmed that I was the owner of it. The card that I wasn't supposed to be able to have any use of. I waited the full 24 hours, and received no call or email, and waited to call till morning 4/22, this morning I received a no reply email again with the exact same thing, instead of the information I was promised or them calling or emailing to try and actually resolve. During the call this morning, I was told over and over that resubmitting the same document would somehow fix the issue, and now to wait another 48 hours for a call or email from the verification department, which had already been skipped twice by their team. I was told that there's no way for me to escalate this, and just to wait and repeat the process again. I now don't have the machines that I needed for work due to amazons negligence. **************** 112-5993791-9361866
Business Response
Date: 04/29/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 04/29/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com
Initial Complaint
Date:04/22/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased and returned a mattress cover from Amazon. According to the order section it stated a refund was issued but I need to wait 7 days for the refund, which I have not received. I called Amazon to find out when I would be receiving the refund as I have been waiting and waiting. Rep ***** asked me why did I return this item- thereby giving me a hard time and not telling me when I would get my money back
Business Response
Date: 04/23/2023
Hello ***********************,

I'm Arun 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 the complaint and understand your concern regarding the refund for the Order ID: *******************.

I've checked and see that the refund has been processed to the card on Friday, April 14, 2023 at 8:31 AM (PDT).

Usually, refunds will be credited within 3 to 5 business days.

I would request you to check the bank statement for refund details.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:04/22/2023
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 acquired 5 lights led from Topku some I bought some were replaced the all stopped charging after a few times they are junk now I am stuck with two bad lights to the tune of 70$ plus tax this was all within a few months I spend a lot of money with you guys I am a old man on SSI 70$ is a lot of money to me can you please help me
Business Response
Date: 04/23/2023
Hello ****,

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

I've reviewed your complaint details and I'm sorry for the inconvenience you're experiencing with items you purchased on Amazon.

Upon checking, I can see that refund has been processed on all orders. Below are the details:

1. Order ID: ******************* refund of $36.78 processed on Tuesday, March 21, 2023
Replacement(s) for this shipment: 113-0684868-2147417

2. Order ID: ******************* refund of $39.01 processed on Tuesday, February 28, 2023

3. Order ID: ******************* refund of $37.90 processed on Tuesday, April 11, 2023
Replacement(s) for this shipment: 113-7968582-4730668

Hope this information helps!!

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/25/2023

Complaint: 19969231

I am rejecting this response because:

Sincerely,

*****************
thats only three can I please have the sellers contact information
Business Response
Date: 04/27/2023
Hello ****,

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

Thank you for writing back to us.

Upon checking, TOPKU LED lights Emergency Strobe Light is sold by seller "TOPKU", and "Rorood Bike Tail Light, Rear Bike Light with Turn Signals Remote Control", sold by seller "RoRood US".

As informed refund already processed for these items.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,

Sandhya,
Amazon.com
*****************************
Initial Complaint
Date:04/22/2023
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.
Hi, thank you for this service My problem with Amazon is that I used to buy gift cards via the Internet from several stores and people sent them to me in exchange for my work in programming websites and other web services.Suddenly, my account on ********************** was closed without any justification, and I sent the invoices for the cards to confirm ownership of the balance, and there was no response to me until this moment.The amount exceeds two thousand dollars I hope you can help me with many thanks
Business Response
Date: 04/26/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on **********.

Sincerely,

********
Amazon.com
Initial Complaint
Date:04/22/2023
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.
About a week ago I got a notice that Amazon shipped 3 boxes of ************** drinks to me and there were 3 more on order. I did not place this order and assume they substituted a subscription for a drink that is now discontinued and no longer available. I contacted Amazon through chat only to be told that someone must've placed the order for me and they promptly ended the chat after making this statement. I then called in to get this resolved only to be told the item is not returnable and to call after I had received it. Both times I stated my belief that my old subscription had been substituted and that I did not want the drinks. Since then I have recieved and been charged for all 6 boxes despite never authorizing the order and not wanting them. Why was nothing done to cancel this and how do I get my money back?
Business Response
Date: 05/05/2023
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 account and Orders, I can confirm that it is a non returnable item and for health and safety reasons we're unable to accept the return.

However, as we couldn't cancel this Order I'm processing a refund as a one time exception on both Orders.

Original Payment Method : $89.09 on Order No: 113-2923355-4918602
Original Payment Method : $89.09 on Order No: 111-4002620-0769002

For more information about the Amazon.com return policy, including those items which cannot be returned, please visit the following link to our Help Pages:
*****************************************************************************

You can manage your Order subscriptions from the Your Subscribe & Save page:
******************************************************************************

We appreciate your understanding.
==========================
Information received date: 4/22/2023
==========================
Complaint details : About a week ago I got a notice that Amazon shipped 3 boxes of ************** drinks to me and there were 3 more on order. I did not place this order and assume they substituted a subscription for a drink that is now discontinued and no longer available. I contacted Amazon through chat only to be told that someone must've placed the order for me and they promptly ended the chat after making this statement. I then called in to get this resolved only to be told the item is not returnable and to call after I had received it. Both times I stated my belief that my old subscription had been substituted and that I did not want the drinks. Since then I have recieved and been charged for all 6 boxes despite never authorizing the order and not wanting them. Why was nothing done to cancel this and how do I get my money back?

Desired Solution: Refund

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

Regards,
*****
Amazon.com
***********************************
Initial Complaint
Date:04/22/2023
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.
ORDER # ***-2220585-5809006 says it is delivered but it is not here , and they used **** who ALWAYS mis delivers packages or do not deliver at all . and when i click Get Help -> I did not get this ... i get redirected to a generic web page that does not help me at all. My only option is to call Amazon and be on hold again FOREVER and talk to an indian person that barely speaks english
Business Response
Date: 05/04/2023
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've reviewed the complaint and understand your concern that you did not receive your order weidu Stainless Steel 304 Recessed Install Cup Door Locks even though the tracking is updated as delivered.

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

Upon checking I see that the refund of $71.52 has been issued to your gift card balance on Monday, April 24, 2023. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 05/05/2023

Complaint: 19969000

I am rejecting this response because: I live in a big condo complex and we have ***** mailboxes together and the **** guy is lazy to deliver packages and he leaves them randomly to other neighbours ... i do not want to use **** since they lose half my packages

Sincerely,

*********************************
Initial Complaint
Date:04/22/2023
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.
Many times (if not almost ALL) that amazon says they will deliver an order on a Friday; amazon does not tender to a carrier until the Thursday before. Then the order does NOT make a Friday delivery and we must wait three additional days to actually receive our order. This is bad faith on amazons part. and amazons response is it is the carriers fault.
Business Response
Date: 04/23/2023
Hello *****,

I am Raman 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 see the concern that you have shared with reference the shipping on your orders. We regret the misunderstanding, if any.

Our delivery estimates are based on item availability, the quantity ordered, and selected delivery speed. If an item isn't readily available, shipping selections may reduce shipping transit time, but won't impact how long it takes us to obtain the item or prepare it for shipment.

In case you have requested paid express shipping on your orders, you can request the return shipping cost in case of delays. However, I assure you that we work incessantly towards ensuring your orders are delivered safely and on time.

We appreciate your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/26/2023

Complaint: 19968980

I am rejecting this response because: "Misunderstanding; if any"?????
If they will not ship until the day before delivery is stated that they will do so. Then This is a cut and dry "Bait and Switch" we will offer something and NOT DELIVER. Then to be insulted with the statement in quotes is insulting. I will show the **** the many thousands of times this had happened and see what they have to say about this amazon habit. wire fraud????

Sincerely,

*****************************
Initial Complaint
Date:04/21/2023
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 will be filing a complaint with my bank as well. I raised a dispute with my bank for an item I received from Amazon and they were giving me issues with a return. Finally I was able to return the item. Amazon had a third party carrier pick up on March 7th. I have the receipt. Two weeks after receiving the return, on march 31 amazon sent documentation to my bank denying my dispute and as a result my bank issued the funds back to them and closed the case in their favor. ******* a credit slip my bank will not assist me. Amazon confirms they have the item however will not refund me or provide the information I need. My bank said it was illegal for them to deny my claim knowing they had the items returned. Amazon wont refund me, my bank won't help and I'm out of $632 as well as the item.
Business Response
Date: 06/06/2023
Hello,

We received your email about order 111-5476429-7017001. We have researched this matter and confirmed that the dispute in question has been resolved in your favor.

Please contact your card issuer for more information about reimbursement for this purchase.

---
*****

Account Specialist

Amazon.com | Amazon Disputes Team
Initial Complaint
Date:04/21/2023
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.
Dear Amazon Team,I am writing to you with deep disappointment and frustration regarding the recent closure of my Amazon Prime account. I recently signed up for a Prime account in anticipation of my upcoming wedding. My intention was to provide my friends and relatives with a hassle-free shopping experience, allowing them to place orders for gifts and other items through my account. However, as soon as I made my first purchase, my account was locked without any prior warning or explanation.I then received an email from your team requesting a billing statement, which I promptly provided. To my dismay, I was informed that my account would not be reinstated and was closed permanently.As a new Amazon customer, I value the convenience and quality of your services, and I hope to continue enjoying them in the future. I would like to kindly request that you reconsider your decision and reopen my Amazon Prime account. I am willing to provide any additional information or documentation that you may require to verify my identity and billing information.I understand that you have policies and guidelines in place to protect your customers and your business. However, I can assure you that I have not engaged in any activity that could violate them. Therefore, I am deeply puzzled by this decision and the lack of transparency in the process.Thank you for your attention and understanding. I look forward to hearing back from you soon and resolving this issue amicably.
Business Response
Date: 04/30/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

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

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com

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