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

57,544 total complaints in the last 3 years.
21,663 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:04/20/2023
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 suffered a classroom fire 3/2/ 23= total loss.I started a wishlist on amazon called School *** Supplies (3/3).I was told (3/3) that I had to return everything because we aren't allowed to accept donations. Returned 3/11 after 8 trips to Amazon locations (I have a few items left to return, but my account is locked. Need QR codes for these, but cannot log in).I was CREDITED $817~. I asked for refunds to go directly to families, but I was told that was not possible because this is a wishlist problem. "That's not how this works." I contacted Amazon again and they assured me that I could purchase gift cards to return to families so that they could have something in return. My account was closed 4/10th. Now been accused of fraud. Every time I call, I am told that "we are transferring this over to the gift card team who will be in contact with you within 48 hours". I have never been contacted.I was told to upload evidence to show proof that this account is mine. I have uploaded my drivers license, my bank card w/ my name, my bank statements w/ my address, emails w/ confirmation numbers from parents where it said they purchased us a gift, packing slips where items were returned +more.Contacted Amazon 20 times, phone calls totaling over 258 minutes on the phone with no resolution. My account has been closed, and some have said this is irreversible. I have been told there is no higher contact for Amazon.This morning I spoke to ***** who was the first to talk to me about payment methods. I didn't purchase these gift cards with a debit or credit card, or a gift card. I purchased these items with the CREDIT that was issued from the REFUND from these items that were RETURNED, which is what Amazon employees told me to do. Students families have been waiting since 3/11 for resolution. Received $330 in gift cards to return to families. Amazon is withholding funds around $487~. Refund or gift cards for families request school district is involved.
Business Response
Date: 05/02/2023
Hello Ms **************** style="font-family: *******, Arial, Helvetica, sans-serif; font-size: *****px; background-color: rgb(255, 255, 255);">I'm *************;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We're sorry to know about the issue with your account and with the registry "School Art ******************* can confirm that the access to your account has been restored on April 21, 2023 and you've placed order for Gift card's using Amazon Gift cards. If you have any further concerns, please reply to this email and we'll look into it further.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/20/2023
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 5, soon after attempting to make a purchase on Amazon.** under this email: ************************** I received an email stating my account is on hold. Following the on-screen instructions after login to Amazon, I uploaded all documentations including my driver's license, my ********************** gift card receipts (all 5 are received through online user surveys), as well my debit card statement (I do not have a credit card associated with the Amazon account so I attached my debit card statement instead). A day later, on April 6, I received the email stating my account was closed, without even stating the reason for the account closure. To this date, I have not received any contact from Amazon offering me a way upload additional documents, nor a way for me to recover my remaining Amazon balance. I have also sent multiple emails to Amazon (**********, and address-verification emails) with additional documents such as my mobile billing statement, my selfies, and additional proofs of my Amazon gift card ownership. I also stated to them that my legal name differs from the preferred name I have on my account. However, I have not received a single response. I am frustrated because I expect them to either re-open my account, or refund all my gift card balance on the account at the minimum. If there is additional documents required I am also ready to provide them.I am attaching all documents which were shared with Amazon again in this complaint. Thank you,
Business Response
Date: 05/19/2023
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've reviewed the complaint and understand your concerns regarding your Amazon.ca account.

I can confirm that there is no hold on your account and the Gift card has been restored.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/20/2023
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 wanted a replacement for my missing item (I received 2 of the same item) and they refused. Upon checking reviews other have received damaged and missing items as well. All have been refused a replacement.
Business Response
Date: 04/29/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 4/30/2023.

Sincerely,

Amazon.com
Initial Complaint
Date:04/20/2023
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.
I do keep buying items from Amazon and I do use Amazon physical gift cards also which I buy from the stores.On April 12 I got an email which said my account is on temporary hold and to restore access to my account, login to account and follow on-screen instructions. As instructed, I did upload receipts of my Amazon gift card purchases.I got similar emaiagain. This time, instruction was to upload credit statement showing my address. I did upload my credit card statement for my card. I got another email on April 13. This time it asked me to send credit card statement for card ending with ****. I got another email on April 14 It said my account is under review by the department in charge and they will reach me within 24 business hours. On April 16 at I got an email which said my account has been closed and pending orders have been canceled and they may not reply to further emails about this issue.They did not give me any reason for this closure. I was providing whatever documents they needed and still my account is closed. I have huge gift card balance on my account and it seems I may not get it back.I would like to understand the reason for closure of my Amazon account. If they need any specific documents I am ready to provide those and I expect them to re-open my account. In case they cannot re-open my account, they should refund all my gift card balance on the account at the minimum .I am attaching documents which were shared with Amazon. Thank you
Business Response
Date: 05/14/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 14/5/2023 confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 05/14/2023

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:04/20/2023
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.
I had placed an order originally meant to be a same day delivery through my prime membership, this was because I was leaving for ******* that night and wouldnt be home to get the package. But for some reason Amazon made the items into two separate deliveries and neither was above the $25 minimum for same day delivery. Once I noticed this it wouldnt let me cancel the order on one of the items because the shipping process already began. Which initially wasnt a huge deal because i would be back in just a few days. The items are delivered the next day (04/18/2023) TOGETHER in a box while Im in *******. I can see from the picture posted that instead of leaving the box on my front porch or literally anywhere else he put the box in a pile of empty boxes and trash bags waiting to be thrown out. When I returned from ******* yesterday (04/20/2023) the trash and the delivery were all gone, must of been thrown out by my lawncare crew. After contacting Amazons customer service through chat I was told they couldnt process a refund because there policy is theyre not responsible for the item once its successfully delivered. Which I could understand had it been stolen after being left out or something, but the driver put the item in a trash pile that was set out to be thrown away. I dont consider that a successful delivery nor do I think I should have to take a loss because their delivery driver is inept enough to believe putting a delivery in an empty box with a trash bag in it and trash bags on the ground beside it was a good idea. How is that considered a safe and successful delivery? If thats their policy then Im ready to close my Amazon prime account. A company owned by one of the richest men in the world and they have that strict guidelines set up over a missing delivery that totals $30? Thats not a lot of money to lose for them but it is for everyday working class people. Im baffled nobody I spoke to agreed that it was on the delivery driver not me.
Business Response
Date: 04/22/2023
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 delivery issues with the order #***-8847518-0546608, #***-9842041-6881817.

Then information shared by our customer service team is correct, in such situations we'll not be able to refund. However, in this case I've made a One time exception and added $28.00 Gift card balance to your account as we cannot issue a direct refund to the payment card on this order. You can view your balance and usage history in Your Account here:

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

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/20/2023
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.
Before placing an order on Amazon.com March 14th, 2023, I contacted their customer service via chat to let them know that I had previously been offered free shipping and no import fees on my next order. The associate came back after some time and confirmed to me that they would waive both the shipping and import fees. I made sure this was possible with them before ordering as I would not have placed order if they wouldn't waive the fees. They stated that I had to pay the fees upfront and once I received all the items, to contact them back and they would reimburse for the fees. I contacted them after receiving all items from orders and they were stating they wouldn't refund me. I eventually was chatting with ******* who sent me an email confirmation stating the amount for the shipping and import fees has been processed and I will see the refund within 3-5 business days. After the sixth day I contacted Amazon back as ******* wasn't the one replying to the email, but a random, probally computer generated reply. Now, no matter who I speak to and chat with, they refuse to refund as promised and even if I return everything that is unopened and unused, they stated they won't refund me the return shipping either. The attached invoices combined total the amount that was to be refunded which is $251.43 USD
Business Response
Date: 04/22/2023
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 incorrect assurance for the refund of shipping and import fee.

I see that a refund of $32.21 was already issued on the order #***-2124420-4001012 on April 3, 2023 to your payment method. For the remaining $219.22, I can make an exception and add it to your Amazon gift card balance. Please write us back and let us know if you'd like us to proceed with the refund.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 05/08/2023
March 14th, 2023, I ordered a movie which I paid for to be brand new. It wasn't brand new so I contacted Amazons customer service via chat, and instead of going through the process of returning the item, the agent stated they issued the credit. The credit wasn't applied to my account. I don't shop on Amazon.com often as I live in ****** and only order from Amazon.com if they have things I want for less. Next time I went to place an order I noticed the courtesy credit wasn't there, so I contacted them back and they are now stating I was mislead blah blah blah SORRY... I wan't the credit they stated was issued as I didn't pay for a used damaged item.
Business Response
Date: 05/10/2023
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 understand your concerns regarding the refund for the promotional credits.

As informed by me in our previous correspondence for the complaint #********, promo credits are non refundable. We've already issued a refund of $219.22 to your Amazon Gift card balance. We cannot make any further exceptions.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/20/2023
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.
Today my order #***-2446497-9746629 was delivered to the mail room instead of my door despite instructions to be delivered to my door. The mail room is in another building across the street and I have been picking up Amazon packages there often but this package is 13 pounds and I pregnant and my husband is out of the country and ai cant carry it to my door. I called Amazon and talked to an Agent called ******** that repeatedly said he could not help despite me explaining to him the situation. I got very upset and asked him to transfer me to someone that could and he was very unpleasant on the phone and didnt transfer me to anyone. ******** even said my account would be bended because I had raised my voice when I was tired of hearing him repeating he could not help and that it is basically my problem. Amazon not only employ lazy drivers but also untrained agents without any customer service skills. The large package is currently in the mail room and need to be brought to my door because I physically cant bring it here and dont have anyone that can and thats why I instructed for the package to be delivered to my door. Since your customer service is rude unpleasant and useless I am having to write a complain to have this issue solved.
Business Response
Date: 05/02/2023
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.

Im sorry to hear about your poor delivery experience, and I appreciate you making us aware of it. At Amazon, we pride ourselves in being the worlds most customer-centric company. Regrettably, the delivery partner couldnt meet our high standards in this instance. We did find out that you have corresponding notes to your address, therefore, thank you for sharing your experience, as we take customer feedback seriously. What you described doesnt reflect our standards for delivery providers, and we apologize for the experience. As a longtime Amazon customer, I understand the desire to have your ordering experience be quick, efficient, and most importantly, stress-free.

We're currently collaborating with the local delivery station to ensure this is fully investigated and the appropriate actions taken

Moreover and unfortunately, since the package was delivered, we cannot take any action to request to re-deliver the package, we'd kindly request, if there's a possibility to have someone aid you on moving the package to your apartment.

As a gesture of goodwill for the poor experience, I've issued a $50.00 USD Amazon Gift Card to your account. You've used this to place the order #***-8548617-0649801.

You can view your gift card balance in Your Account here: *************************************************

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/20/2023
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.
I uploaded exactly $3500 cash and gift cards to my Amazon account in order to make a large purchase. The purchase was over $3,000 and my debit card has a $2500 a day limit. So that is the reason I uploaded cash and gift cards to my Amazon account instead of using my debit card.I made a $3400++ purchase on Amazon.com and they immediately locked me out of my account. My account is linked to my phone number *************) and my email (**********************************).I have called customer service multiple times and I have tried to get this issue resolved but Amazon will not communicate with me, return my phone calls or email, or respond to my complaints.I have lost $3500 and Amazon will not refund my money or allow me to complete the purchase. They also will not communicate with me.
Business Response
Date: 05/02/2023
Hello Mr ************** style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: *****px; background-color: rgb(255, 255, 255);">I'm *************;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We're sorry to know about the issue with the account associated with the email ID you've mentioned in the complaint.

Up on further research I see that, currently there is no hold on the account and you've used your Gift card balance to place an order recently.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 05/03/2023

Complaint: 19962016

I am rejecting this response because: There is still $250.00 missing my account that I uploaded from CVS. Amazon, although unlocking my account, locked me out of my account for over a week and only unlocked it after I filed complaints with the BBB and the ********** Attorney General.

Sincerely,

***********************
Business Response
Date: 05/06/2023
Hello Mr. *****,
.
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 understand the inconvenience this situation has caused. We've forwarded the feedback to our business team for further review.

Further regarding the missing gift card from your account, please write ** back with the Gift card ID or claim code for further review.

We hope to see you soon.
Regards,

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

Complaint: 19962016

I am rejecting this response because: I have already provided the cash load receipt to Amazon and have not heard anything back. And Amazon, in its response to my BBB complaint, has not provided me another email address in which to send another copy of the cash load receipt.

Sincerely,

***********************
Business Response
Date: 05/10/2023
Hello Mr. *****,
.
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 understand the inconvenience this situation has caused. We've forwarded the feedback to our business team for further review.

Further regarding the missing gift card from your account, please write ** back with the Gift card ID or claim code for further review.

We hope to see you soon.
Regards,

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

Complaint: 19962016

I am rejecting this response because: I have already sent the *** receipts where I uploaded cash to my Amazon account. No one has ever responded.

Sincerely,

***********************
Business Response
Date: 05/17/2023
Hello Mr ******************* you for writing back to **.

I've added $250.00 gift card to your account. You can view your balance and usage history in Your Account here:

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

We hope to see you soon.

Best regards,
Abhishek
Amazon.com

Customer Answer
Date: 05/18/2023

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:04/20/2023
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 returned an ****** vacuum to amazon via ***** Its been almost a month.. *** contacted *** and they're telling me to notify amazon that them as a company needs to contact for a dispute or investigation..Amazon doesnt follow my directions. They don't know if its in their receiving warehouse or uos because they won't take the time to look into the issue.. *** has already told me, I'm not able to investigate myself. And amazon acts as id they don't understand English when i explain, im not calling about the refund but to get the issue about missing package or location mystery solved.
Business Response
Date: 04/22/2023
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've reviewed the complaint and understand your concerns regarding the refund for the return of vacuum cleaner from the order #***-0916772-1345031.

Unfortunately, we cannot contact the carrier on behalf of the customer to file any complaint. Ideally most of the returns are processed in ************************************************************************************************** such cases we request the customer to wait for 60 days from the date of return.

If you do not receive any update within 60 days from the date of return, please reply to this email and we'll look into this further.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/24/2023

Complaint: 19961987

I am rejecting this response because:
You wouldn't be contacting *** on my behalf. This is why I filed this claim because you guys give incorrect information and say its policy.. When i go onto *** website and track the package with tracking number 1Z1942RX9000149383. Select file claim, there's a form to be filled out and one of the questions is.. What are you in relation to the package.. RECEIVER is the only choice you can choose.. Not sender but RECEIVER. Therefore you should've been did this form.
Sincerely,

*****************************
Initial Complaint
Date:04/20/2023
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 I ordered Shark blow dryer on November, 2022..for $250.00...I have called Amazon over 10 times keep getting same broken record..it went *** claims...they told me yesterday I had fill out a firm was never told..now saying too late..I spend so much money on amazon..I would like this tobe resolved.. thank you ***************************
Business Response
Date: 05/03/2023
Hello,

Thank you for taking the time to provide us with additional information regarding your claim on order 112-5247139-1949059. Upon further review, we have decided to reverse our original decision and ***** the claim in your favor. On this order, you have now received a total refund of $257.99 back to your original payment method.

When will I receive my refund?
If you paid with a credit or debit card, the refund(s) may take a few days to appear on your statement. If you paid with an Amazon Gift Card, the refund(s) will be credited to your Amazon account.

Were here to help
For more information about the A-to-z Guarantee policy, please refer to our help pages: *****************************************************************************

Thank you.

-Amazon

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