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

58,593 total complaints in the last 3 years.
22,053 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:
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've been seeing all over ticktock to check your Amazon account under subscriptions because people are being charged for subscriptions they have not signed up for. I happen to check mine and found I was paying for Amazon music and never signed up for it I canceled it immediately and I want a refund immediately. I'm attaching a screenshot of the billing I've never once used Amazon music. How can this even be legal? *******************
Business Response
Date: 05/04/2023
Hello,

I am *********************** 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 am sorry for the inconvenience caused to you with the Subscription charges on your account. To help you with this, I have checked your account details and see that you had contacted our customer support team and they had cancelled the Music Subscription on your account, stopped the auto renew option and have issued your refund. The refund will reflect in your original payment mode within 3- 5 business days.

We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 05/06/2023

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.
Do you not realize porch robbers are a problem???Please put packages behind my garbage cans behind my garage. Thats before you even arrive at the house. Its a shorter walk. Porch robbers are a problem. You have been asked numerous times over previous 6 months to simply drop it behind my garbage cans behind my garage. Most times they simply drop it right on my door step. I dont get a knock or ring of the bell. All the porch robbers on the street see it before I do. And 90% of the time Im home. If its stolen, you dont do a thing. You dont reorder and redeliver. You dont insure. THIS IS BEYOND LAZY. You are paid to deliver it. From here out please pay $5 every time a package is put on on my doorstep. That will help fund my porchbrobber insurance fund. You are being paid to deliver packages. If you fail to take a simple precaution to stop porch robbers, then refund the $5 or so of shipping costs to help fund my porch robber insurance fund. Otherwise simply do as asked and drop it behind my garbage cans behind my garage. Sometimes I order multiple of the same item at the same time and they are delivered separately. If you cant take precautions then please hold and deliver together.
Business Response
Date: 04/23/2023
Hello ****,

I am ***********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I'm really sorry about the problem you had with the delivery of your orders. I've forwarded your feedback about your delivery experience to our shipping department--I know they'll want to hear about your experience.

We're aware that our choice of delivery services reflects on our business as a whole, and we appreciate your feedback.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 19962717

I am rejecting this response because:

this has been a problem for a while. When you start delivering with some hint of hiding from porch robbers we can approve ticker closure. Directions are in my delivery directions. It is relatively simple.

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 have pre ordered two items from them that both had a release date. They tell me they are having stock issues and have delayed my order, but they then have the same items I pre ordered in stock just at a higher price. This clearly is stock and price manipulation, plain and simple. The items in question were two masters of the universe origins action figures and Amazon routinely has been pulling this unsavory maneuver.
Business Response
Date: 05/04/2023
Hello,

I am *********************** 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 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.

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:04/20/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been anAmazon Prime customer for many years. Last August (2022), I tried to leave a review on a purchase and was told I was no longer allowed to do this. I have contacted Amazon many many times since then and asked them to show me what I did wrong to have this privilege taken away. I get a generic email in response saying I didn't follow guidelines but they won't show me what guideline. I never broke any of their rules! Today I spoke with a representative on the phone and he assured me this would be reviewed. Within minutes I received the same generic email I have received since August 2022. I pay a lot of money to use their services and I spend a lot of money on their site. I should at least be able to know what I did wrong
Business Response
Date: 04/25/2023
Hello ******,

Thank you for contacting us about your reviews. We apologize for any inconvenience this may have caused.

After reviewing the account once again, we have restored this account's previously contributed reviews and the ability to contribute reviews, comments, customer questions and answers, and other content. It may take up to 24 hours for reviews to reappear.

Amazon Review Moderation team
Customer Answer
Date: 04/25/2023

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: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
*****************************

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