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

58,343 total complaints in the last 3 years.
21,814 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:04/18/2023
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 made a purchase attempt online for a bed and few other items after the the was processed I received a email confirmation then a minute late another email stating my order was declined and to revise my payment. I just recently put money on my credit card therefore I am sure the funds are available. I went into my credit card account to find 7 pending transactions for the same amounts. **** 5times and ***** 2times when I contacted the credit card company I was told because the transactions are pending I would have to wait for the company or the charges would drop off in 7 to 10 business days. I don't have 7 to 10 days to wait for my money to purchase my son a bed. I then contacted customer service at ********************** who told me there are no charges I offered a copy of my transactions history to show there was no resolution so I asked to speak to a supervisor her name was *** she was rude hostile unprofessional and basically told me it wasn't her problem if my bank transactions were declining in her system however I explained because there were several attempts from her system charging my card. My credit card now is maxed and I still have no product my kids sleeping on a couch and I can't just go to a store and buy one because the card has all their pending attempts sitting on it. Zei the supervisor told me to **** it up and I need to be more professional about my attitude. I calmly explained would you be professional if your money is being held and charged multiple times and the company that did it denies charging and your kid has no bed and no one is sure when your money will return to your card. I expressed to her she was being unprofessional. It was her job as a supervisor to resolve issues for customers by by finding a resolution. She went quiet then the phone disconnected. I would like my merchandise that has been charged as well as refund for the editional charges attempts that are being held on my card at this time. I offered a copy of my credit card transactions just to show proof I was not trying to get over on Amazon. I was told for security purpose they could not accept that. Please help resolve this matter.
Business Response
Date: 04/20/2023
Hello Veniessia,

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 sorry for the inconvenience caused with the payment issue on the order(s) placed.

I've reviewed the details of the seven orders placed on April 18, 2023 and see that the payment on all the orders were declined. As the payment authorization on these orders declined repeatedly, the orders were auto cancelled and you haven't been charged on any of the orders.

We're unable to determine why your bank declined our attempt to charge your card. A charge can fail for many reasons, here are some things to check:

- Have you entered the credit card number correctly, without any transposed digits?
- Have you entered the correct expiration date? Has the date expired?
- Have you entered the billing address and phone number that match those associated with your credit card?
- Have you exceeded your credit limit?
- Has your credit card recently been reissued with a different credit card number and/or expiration date?

You may want to contact your issuing bank to ask about their restrictions regarding electronic or Internet purchases. If the card has been updated, we'll need that information.

You haven't been charged on these orders, if there is any authorization charge visible on your account, this should be removed according to the policies of your bank. Please contact your bank to clarify how long they hold authorizations for online orders.

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
***********************************
Initial Complaint
Date:04/18/2023
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,My account was deactivated by the Amazon BAD SOA team on April 1, 2023. I am unable to continue operating my Amazon business. I am very surprised that my account has suddenly been suspended. Because I have not violated any of the Amazon Services Business Solutions Agreement. My account is strictly operated in accordance with Amazon's policy requirements. So I think it was a mistake for Amazon to deactivate my account. Please review my account here and reactivate it.If Amazon does not have 100% evidence to prove that my account was involved in fraudulent activities. I plead with Amazon to reactivate my account. I have a lot of inventory in the *** warehouse.Since Amazon has not provided me with any effective appeal channels, I can only send emails to the Amazon team in groups. I am deeply sorry for this. If you do not have the authority to process my information, I kindly request that you forward my case to this link: ************************************************************* think Amazon mistakenly deactivate my account for the following reasons:1. I have not provided or have provided false, incomplete, inaccurate, or misleading information to Amazon or buyers(including but not limited to any registration information) 2?No have violating Amazons anti-counterfeit policy 3?No have BSTC, HNR or other fraud 4?There are no fraudulent activities using the buyer's account
Business Response
Date: 04/19/2023
Dear Seller,
I understand that your concerned about reinstating selling privileges.
We regret for the inconvenience that has caused to you in this regard.

At this time, I was unable to locate any seller accounts using the email address from which you have written,**************************.
Please ensure that all future contacts are sent from the email address used to register the seller account.
Initial Complaint
Date:04/17/2023
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.
For the second time monthly payment plan options has completely disappeared on my account. I use the monthly payments for items occasionally and always pay the items off. Now the option has completely disappeared again for the 2nd time and Amazon customer service has no idea how to fix the issue once again.
Business Response
Date: 04/19/2023

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 Monthly Installment Plan. Unfortunately, Monthly Installment plan is subjective and is not available for all the items.

If available, On the product detail page, customers will see two payment options in the Buy Box (five monthly payments and One-time payment). To purchase the product through installments, customers should opt for five monthly payments and select Add to Cart.

For more information on the Monthly Installment Plan, I request you to refer the below link:
*****************************************************************************

I hope this information helps. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 04/19/2023

Complaint: 19948710

I am rejecting this response because:
this has happened before and I cannot purchase anything. Nothing at all even the items they suggested that I can on monthly payment NOTHING whatsoever. Last time this happened it had to be manually fixed. I need this to be fixed
Sincerely,

*******************************
Customer Answer
Date: 04/20/2023
This is just a sample of one of the items that is normally on payment plan. Everything that was originally on a payment plan according to Amazons terms is not available for me. I had this issue before, and the only way it was fixed was manually by Amazon and through a Better Business Bureau complaint over a year and a half ago, everything was fine after it was originally fixed and then now it disappeared again and has been gone for months.
Business Response
Date: 05/11/2023
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 availing Monthly Installments option during checkout. Upon research, I see that this option is provided by the system automatically, and we do not have any definite option to activate this feature on the account.

As per the Terms & Conditions it states that "This offer may not be available to every customer and may not be available to you for all qualifying products. From time to time, and at Amazons discretion, Monthly Payment offers may be available to you. Your eligibility for this offer is based on information relating to your Amazon.com account, such as your purchase history on Amazon.com, or the price of the qualifying Product or Device."

For more information you may refer to the link mentioned below:
*****************************************************************************

As this option is automatically provided the system, if its available, you will be able to see it during checkout page on future orders.

I hope this helps. We look forward to seeing you again soon.

Regards,

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

Complaint: 19948710

I am rejecting this response because:
this isnt the correct response. This had happened before and it was fixed properly by a certain team. I can understand it not being available on all items but the items it should be available on it is not. so this needs to be fixed the correct way by the correct people.
Sincerely,

*******************************
Initial Complaint
Date:04/17/2023
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 purchased a air conditioner on Amazon.ca not knowing it was from a 3rd party seller. Air conditioner arrived defective with missing parts and Amazon will not honor the a-z guarantee, even thought the 3rd party seller Costway has said it arrived damaged and missing parts and said would refund my money and has not. I have been trying to negotiate with both Costway and Amazon to return my money to no avail. Costway has said they do not want it back and they will refund but they have not and Amazon is not standing behind the product they are selling on their website
Business Response
Date: 04/19/2023
Hello,

We want to let buyer know that we are reviewing information on this case. We are waiting for information regarding refund status from seller. No further action is needed from buyer at this time and we will contact them soon with a decision.

Sincerely.
Customer Answer
Date: 04/27/2023
Hi

I am sorry I thought I responded regarding this complaint. Amazon did not resolve it ******* Costway did so technically it is resolved as ******* stepped up and resolved the issue. Amazon was of no help to me at all kept fluffing me off and sending nonsense replies that were not dealing with what was their issue as well as *******, as the item was for sale on Amazon website and was not clarified that it was 3^rd party seller thus making Amazon responsible in my eyes.

However, ******* Costway has stepped up to the plate and resolved it. thank you so very much for all your help in this matter have great day

*****************************;19948700
Initial Complaint
Date:04/17/2023
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.
On April 12, 2023 I ordered a 3 in one apple charging station and and it says it will are Friday April 14th at 9pm. On Friday when my fianc got home from work he asked me did the package come, I said I dont know let me check, so I opened the Amazon app and checked my other and it showed that the the order was delivered in customers mailbox, so i went downstairs, opened my mailbox and there was no package, nothing in my mailbox. So I came back upstairs and I called amazon, I explained to the agent that my package said it was delivered but I didnt receive it. And I was told that she was going to put me on a brief hold to see what my options were, I said ok, the agent then came back and said its a different department that handles this issue, so I was transferred to that department, the agent from that department said I will have to wait till Monday, because its Friday and sometimes the packages arrives late or the next day. I told the agent I just want my refund or to replace the item and she hung up the phone. I called back and asked to speak to a supervisor and I was was told by the supervisor, that they cant do anything because it takes about 24hrs to see if the package will show up, because sometimes it can be missed scanned. And on Monday after 8pm if I still havent received the package they will issue me my refund or replacement. Today is Monday April 17th its 10:34pm I called amazon and I told them I still have not received my package and I would like my refund or a replacement, the agent said Im sorry ******* that you still havent received your package, let me see, what the options are. He came back online and said I have the agent from that department that handles this matter, the agent **** came online and said that they reached out to **** and **** said it was delivered, I said so where is the proof because I dont have a picture that it was delivered. So what are you saying? **** said I cannot get a refund or replacement.
Business Response
Date: 04/20/2023
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.

Were sorry to hear that you havent received your item(s) from order #***-5271516-7435416.

Based on the results of our investigation, we aren't able to provide a 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 advise you to contact **** in order to pursue this matter further. We also 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.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 04/20/2023

Complaint: 19948672

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/17/2023
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 ordered an Ancheer T900 treadmill with a **** hp motor from Amazon as a Christmas present for my sister. I received a Caroma with a **** hp motor. When it was unloaded from the truck the box was damaged and I took a picture of the damaged box. When I opened the box on January 1st, there was a hole torn in the **** and it was the wrong treadmill. I contacted the Amazon seller and they said I could return for a refund, but they would not pay the return charges. Since January 3rd, I have been trying to get my shipping refund. I have contacted Amazon over 65 times and have sent them pictures of the damages, wrong item, proof of return delivery and *** shipping charges eight (8) times and still don't have my return shipping refund.Amazon's website states that return shipping will be paid if the wrong item is shipped or if the item is damaged. The wrong item was shipped to me as well the item was damaged, and I have been told several times by customer service representatives and managers that I would get my money. I also have received two emails from their a to z claims ***** stating that "a check has been requested for your return shipping. If it was paid by credit card it may take a few days." I received these on March 24, 2023 and April 1, 2023. It is now, March 17th and I still haven't seen a ***** of my money. They owe me $463.54 for the *** shipment. After I received the two emails stating my money was forthcoming, I received an email on April 14, 2023 stating they are still investigating my claim.I believe 3 1/2 months is long enough to wait for someone to reimburse me for my shipping. I want my $463.54 like I was promised when I returned the item. Amazon told me I would be reimbursed for my shipping and I believe they should make good on their word.Please help.
Business Response
Date: 04/20/2023
Hello,

Thank you for taking the time to provide us with more information regarding the claim on order 112-8374195-4712209.

We want to let buyer know that we are reviewing information on the case and request has been raised for refund of return shipping amount. No further action is needed from buyer at this time and we will contact buyer soon with an update.
Sincerely,
Customer Answer
Date: 05/31/2023
Dear Better Business Bureau:

I am sorry I missed your email until after the seven business day deadline. However, I would like my complaint reopened.

I have not heard a word from Amazon A to Z Claims concerning my damaged treadmill shipping refund since their answer to you on April 20, 2023, which stated: "Thank you for taking the time to provide us with more information regarding the claim on order 112-8374195-4712209. We want to let buyer know that we are reviewing information on the case and request has been raised for refund of return shipping amount. No further action is needed from buyer at this time and we will contact buyer soon with an update. Sincerely,".

On March 24, 2023 and April 1, 2023 Amazon stated they were cutting a check or the amount of $463.54 would be sent to my credit card. I still haven't received a check nor the amount credited to my credit card account. I want my money!

According to Amazon's return policy, return shipping is guaranteed if the item ordered is not the item shipped. Also according to Amazon's return policy, return shipping is guaranteed if the item is damaged upon receipt. The item I received was not the item I ordered, and the item was damaged - the box was damaged when they unloaded it from the truck and the **** was ripped.

Amazon continues to lie to me. They stated in their reply to you that "No further action is needed from buyer at this time and we will contact buyer soon with an update". However, it is now May 30, 2023 and I have not heard one word, neither have I received one *****.

Please help me, I need my money!

Thank you,

*************************
Business Response
Date: 07/27/2023
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 have researched the concern shared on the return shipping refund in detail and see you have already been issued the correct refunds. We will not be able to issue any further refunds on this issue.

The refund for the returned item was issued on Wednesday, February 8, 2023 and the return shipping amount of $463.54 was issued on Friday, June 16, 2023.

This should show on the MasterCard original payment method that was used for the purchase within 10 business days of the issued dates. I would refer you to your card statement and the bank for more assistance.

I hope this helps resolve the concern and appreciate your understanding.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:04/17/2023
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 have made anew amazon account to buy ******* mobile phone and i tried to place order using giftcards and my **** .amazon put my account on hold the closed it and i don't know why and cancelled my order now i have 890$ giftcard balance in amazon gift card balance and my account is closed
Business Response
Date: 05/17/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-04-22 confirming account reinstatement.
Initial Complaint
Date:04/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has closed my account after I send in documents and I have two pending orders and I was charged for these orders and refund was denied and they took my **** from me and I cant dispute it because the charge is pending . They didnt review the documents and the system quickly closed my account and I cant see my orders
Business Response
Date: 05/16/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 5/16/23 confirming account reinstatement.
Customer Answer
Date: 05/16/2023

Complaint: 19948357

I am rejecting this response because:

my account was suspended over a month and I havent got a chance to use my Amazon prime membership and Im asking the company to extend it for 30 days

Sincerely,

******************
Business Response
Date: 05/26/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 05/16/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com
Initial Complaint
Date:04/17/2023
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 pay for Amazon Prime membership where I am supposed to receive 2-3 day shipping. Items have been shipped late for over 50% orders that I have place for the current membership cycle ending June 23rd. On April 17th I spoke to ***** and he mentioned that because of my residence, I will not get the items shipped within the 2-3 days and that they would try to do better in the future. I have been paying for a membership that it is not providing the service as promised. I spoke to ****** and who reached to his team and said that there is nothing that can be done. I placed an order, 114-8822561-0644230, on Apr 14 and by the end of Apr 17th it still had not shipped out. I would like a refund of the Prime shipping portion of the membership. Why are they charging customers for a service that they know that they never will receive?
Business Response
Date: 04/19/2023
Hello,

I am Mahendra 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 Order ID: ******************* as you are referring to the delay in delivery.

Upon checking the order details we can see that on order level standard shipping is selected. If the item is eligible for two day shipping as a valuable prime customer you'll receive free two shipping.

We are taking highest possible measures to make sure the packages are delivered to the customers in time. However, due to unforeseen reasons we are still experiencing some issues delivering the items.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:04/17/2023
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 March 29, someone broke into my Amazon Prime account and ordered an Apple Ipad Air in the amount of $559. Account security failed, and I did not receive the link to authorize access to the account, allowing the their entry. The charge was made to my linked Venmo account, which is now a negative balance. The tablet was shipped to an address in Deleware.I reported this theft when I noticed it on 3/30/2023 to Amazon. I was told I would have follow up contact the next day. I have been repeatedly told this for 3 weeks - follow up contact would be the following day. I have contacted them multiple times, and each time I am told that their fraud department would contact me. There has been 0 contact from their fraud department, though they are now claiming there has been.I am asking for assistance in having the $559 charge refunded so that the Venmo account, owned by a nonprofit organization, is no longer in a negative balance.
Business Response
Date: 05/03/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance along with instructions to dispute unauthorized charges with respective financial institution to the customer via email. We sent this information to their registered email address on 4/20/2023.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 05/05/2023

Complaint: 19947820

I am rejecting this response because:
Venmo is not a financial institution and states that they are unable to do a charge-back. They require Amazon to issue a refund.

Sincerely,

*******************
Business Response
Date: 05/20/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 05/20/2023.
We recommend that you review all recent activity on this account and report any unauthorized charges to your financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges. Based on the process followed by your financial institutions, the applicable merchants may be notified and charged back, and your account may be credited.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
***
Amazon.com
Customer Answer
Date: 05/22/2023

Complaint: 19947820

I am rejecting this response because:
Amazon has been informed multiple times by both Venmo and myself that Venmo is unable to process a charge-back as no credit card was used, and Amazon must issue a refund. Amazon is effectively stealing from a 501c3 nonprofit.
Sincerely,

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

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