Complaints
This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 58,647 total complaints in the last 3 years.
- 22,061 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/09/2023
Type:Product IssuesStatus: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 12 first response pregnancy tests that have been recalled. They were sold my Amazon. Amazon sent me the recall notice. I have receipts and when I call to get reimbursement it's, transfer, transfer, hold "we can't help you" even though they are legally obligated to. They have sold products that I've spent $200 for that I ended up needing medical draws and they can't do the legal thing by refunding our money. Also on another item they are withholding tax and shipping... (This was never disclosed)Business Response
Date: 04/10/2023
Hello,
I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help ** with the order number related to your purchase.
If you still need help, please contact ** again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** from the email address on the account used to place the order.
We look forward to seeing you again soon.
*****
Amazon.com
*****************************Customer Answer
Date: 04/11/2023
Complaint: 19915422
I am rejecting this response because:i have multiple order numbers. I have contacted you and spoken to multiple people. You have my name, email and order number and still are refusing to issue a refund for 12! Recalled items.
Sincerely,
***************************Business Response
Date: 05/04/2023
Hello ******,
I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your BBB complaint and I'm sorry to learn that the item that you ordered received a recall notice. We've investigate this issue deeply and found this was an *** Class 2 Device Recall (posted on 4/8/23) on First Response Pregnancy test app, not the test itself, due to the corresponding mobile app potentially providing incorrect results or misreading the analog result on the test stick. The manufacturer remedy was deleting the app from the app store and disabled the app on consumer devices.
More info- **************************************************************************
I've checked your account and found you've placed multiple orders of this item since May 2022 through April 2023. I've issued full refund for the latest two orders from April 2023.
Refunded - $13.76 for Order ID: *******
Refunded - $23.39 for Order ID: *******
Unfortunately, we are unable to process refunds on orders of 2022 as they are old and our system will not allow ** to ************* or replacement.
Regards,
*****
Amazon.com
*****************************Initial Complaint
Date:04/09/2023
Type:Billing IssuesStatus: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 created an account on AWS to host a website in 2021. For many months I didnt do anything ************** the site. After 90 days without logging in, AWS deleted the account but continued to host the site and charge for services. I now want to drop the site and cancel services but I cant log into an account that no longer exists. Ive been told its not recoverable. When I put a ticket into billing, they only reply back that I need to be logged into the account for them to discuss it. I cant log in because AWS deleted the account. I cant stop billing because they refuse to discuss the account unless Im logged in. *** attempted to put in tickets 8 times and still it is not resolved.Business Response
Date: 04/11/2023
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.
Thanks for your patience while we worked with our internal partner team on your request. Please note that we are not able to take additional actions, including overriding their decisions for next steps. If you have any questions or concerns following this response, please continue to connect directly with Customer Support, who have emailed you directly on 11-April. We've pasted their response below for your convenience:
"The customer created their account in April 2021, and registered a domain on May 24, 2021. Domains are automatically set to auto-renew unless that setting is manually changed by the customer, which was not changed and resulted in a renewal charge in April 2022. Please see our Route53 Registrar documentation for more information: ***********************************************************************************
Between July 03 and August 02, the customer was charged between $0.52-$0.62 per month for Route53 Hosted Zones, as they were tied to the active domain. Please see our Route53 Hosted Zone pricing page for more information: ***********************************************
In December 2021, the account was flagged for potential compromise and the customer was warned of this on ****** via Case **********. Due to inaction, the account was automatically suspended on 30-Dec for security purposes, causing the customer to open Case ********** with Customer Support on ******. Support provided information on how to secure the account, including taking preventative measures to help avoid repeat security issues, and the customer did not complete those steps. The account was flagged for potential compromise again on 21-June, and the customer was warned of this via Case *********** that same day. The customer did not respond to that case, nor take appropriate actions to secure the account, resulting in account suspension on 06-July, and termination 90 days later. The last successful charge was on August 02 for the Route53 usage during July, which is expected billing behavior.
Due to internal policies surrounding the specific resources the customer was billed for, as well as the account status, we're unable to issue any billing adjustments".
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*****
Amazon.com
***********************************Initial Complaint
Date:04/09/2023
Type:Delivery IssuesStatus: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 22, 2023, I purchase two products from Amazon. The product on the website looked original. The ortho molecular PRO BIOTIC and ENZYMES are the names of the products. The biotics was delivered but are original and the enzymes were not delivered. I have already submitted a request to return and for a refund. The website stated a 30 days money guarantee. I want their guarantee to be honored. I have contacted Amazon and they havent resolved my issue. I want my money back. The order number is 114-9815626-3793058 and everything has been recorded on Amazon. I want my money back and I can return the product delivered.Business Response
Date: 04/11/2023
Hello,
A full refund for the claim amount was issued to the payment method used to place order 114-9815626-3793058.
Sincerely,Customer Answer
Date: 04/11/2023
Complaint: 19915305
I am rejecting this response because : in this complaint I also included the Ortho Molecular Enzymes and when I spoke to the agents at Amazon they told it was in the same order number. I see now its different order number. But in this complaint I also included that product. I have not received a response from them for my request of a refund. I want my money back. I will include images showing to what Im referring to. Please refund everything. I proceeded to all the required steps to get refunded from Amazon. Also this product was not delivered like stated in my complaint to Amazon.
Sincerely,
*************************Customer Answer
Date: 04/12/2023
Hello, Im sending two images for clarification. The first image is the item that has not been refunded. It has the order number 114-5150905-3261030. That one was not delivered. I also spoke to Amazon about it. The second image is my bank account with all transactions from Amazon. There you can see that only one item has been refunded. As mentioned, the representative from Amazon told me that they both had the same order number. If you need more information please contact me.Customer Answer
Date: 04/24/2023
They only refunded for the ortho molecular Biotin. (See picture 1)
I need a refund for this. This what was included in the complaint that they didnt refund. (See picture 2)They refunded for this. (See picture 3)
Business Response
Date: 05/26/2023
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 reviewed the concern you have shared with reference orders ending **** and ****, we regret the misunderstanding if any. I have reviewed the orders you have shared in detail.
While the order ending **** has been fully refunded on Tuesday, April 11, 2023 to your MasterCard Debit, we see the order ending **** was confirmed delivered. We will not be able to issue any refunds on this order.
In this case, we have confirmed the tracking information as well as the communications shared on this subject with the sellers.
I realize you're upset 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,
Raman R.
Amazon.com ****************Customer Answer
Date: 06/02/2023
Complaint: 19915305
I am rejecting this response because: can you submit proof that the product was delivered? Send it.
Sincerely,
*************************Initial Complaint
Date:04/09/2023
Type:Product IssuesStatus: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 2 items, printer ink and a lid for my coffee cup.Pkg arrived, it was previously opened, and resealed, the ink was missing. I returned the coffee cup lid, wrong size, returned home to go online to find out about printer ink. My accout was locked be security, the question the asked me to confirm it was me, I info they were asking me could only be given by me if I had my account open. Previously if I had problem with my account, they would send me a one time code, I would open me accout and change the password. This time they would not do it.Solution 1. Credit my credit card with the amount of the printer ink. I will not do business the Amazon again Solution 2. Open my account, send me my ink, let's continue our relationship.Business Response
Date: 04/24/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 24/4/2023 confirming account reinstatement.
Sincerely,
***
Amazon.comInitial Complaint
Date:04/09/2023
Type:Product IssuesStatus: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 a from amazon in a February a couple of bottles of cologne for a friend. I left specific instructions to where to leave the items because I knew I would not be home to receive the delivery. I ended up not receiving the package because the delivery person did not follow the instructions to leave it where it was requested and left it where it could be in plane sight and taken, which it was. I contacted Amazon about this matter and the first representative I spoke with assured me a refund would be made back to my account for the missing item. To my surprise days later I received an email from Amazon customer service after realizing the funds had not been returned to my account. The email stated: "Hello,We recently reviewed your account for order activity details. Your order history shows that you have received a high number of refunds for items that were missing from your orders. We know that occasional problems with orders are expected in the normal course of business. In these instances, a refund or replacement may be issued."I found this very odd since I had already been told that I would receive a refund. It was even more odd that they were saying that my account had a history of refunds, especially since my account is very new. I just opened it that month, so there was no possible way that their reason was valid. When I contacted someone to inquire about the issue they then changed their reason and tried to make it my fault by suggesting I pick more secure address to have deliveries. This was laughable and very nervy may I add. I asked how was it my fault since the delivery driver did not follow the instructions to leave the package in the secure area that I requested. They had no real response to my question and only stated that they will bring this to their team attention for future deliveries. Unfortunately that doesn't help me receive the item I ordered nor does it get me my money back for an item I did not receive.Business Response
Date: 04/10/2023
Hello,
I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.
If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.
We look forward to seeing you again soon.
*****
Amazon.com
*****************************Customer Answer
Date: 04/11/2023
Complaint: 19915245
I am rejecting this response because:doing what was suggested in the response will only cause me to go through what I have already experienced with Amazons customer service. If this representative wants to help they should help me directly and not send me off to the next representative who knows nothing of the BBB complaint and will end up giving me the same results that I am currently complaining about. The order number is ORDER # 113-3960470-1442651 and if my email needs to be confirmed I can be emailed at the contact on file for this complaint to confirm it.
Sincerely,
*****************************Business Response
Date: 04/25/2023
Hello,A careful review of your account reflects that the correct information has already been provided. Your order history shows that you have received a high number of refunds for items that were missing from your orders.I'm unable to offer additional insight on this matter.We appreciate your understanding.Customer Answer
Date: 04/26/2023
Complaint: 19915245
I am rejecting this response because:This response is a load of malarkey. I added an attachment showing the very end of my order history. The order I am complaining about is the very first order on my account so whoever is responding saying that they investigated and saw that it was accurate information that my account has had a high amount of claims is clearly mistaken or just not willing to admit that the decision that was made was absolutely wrong. Its ok to be wrong, its just horrible when a company refuses to admit it to a customer.
Sincerely,
*****************************Initial Complaint
Date:04/09/2023
Type:Product IssuesStatus: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 and item on 3/27. **************** told me they didnt get the item until 4/3 or 4/7 they cannot make up their mind but will not refun my money. They told me they will refund me on 4/22. I asked to cancel my membership because this is beyond ridiculous and they told me they wont refund me if I do. You are stealing from people. This is beyond the worst service and I just want a refund for the money I paid you for an item I returned.Business Response
Date: 04/10/2023
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 return refund for the Order ID: *******************.
I apologize for the inconvenience that you've experienced in this case.
I've initiated the refund for this order to the original payment method and the amount will be credit to the card within 3 to 5 business days.
Hope this helped.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
Arun
Amazon.com
***********************************Initial Complaint
Date:04/09/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My account that I have had for 10+ years was locked due to suspicious activity. The only thing that happened was a free book day and I "purchased" over 200 free kindle books in less than 24 hours. When I tried to call customer service they said someone would call back within 24 hours. No one called. I waited a few days and called again and was told I would receive an email. I got an email saying my account was closed because an unauthorized person signed in to my account. I wasn't told where the person signed in from or what they tried to do, just that it was closed. I have years worth of kindle books collected on this account, multiple wishlists, Amazon prime, and kindle unlimited. I have two kindles with this account attached and I would like my account back. I was never given the option to change my password, to my knowledge there were no fraudulent purchases. The password has been changed on my email, it is not a security risk. Please just unlock my account, I can't afford to repurchase everything.Business Response
Date: 04/13/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 4/13/23 confirming account reinstatement.Customer Answer
Date: 04/14/2023
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:04/09/2023
Type:Product IssuesStatus: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 placed an order...Order number: 113-5373079-4300249 I ordered a waist trainer and got a pair of jeans. I have the driver walking up on video with the jeans sitting on top on the other part of my order and the delivery picture that was given as proof of delivery also shows jeans in a clear bag. The rest of the order was correct, but I didn't order a pair of too small jeans. I reached out on the app and a rep over the phone told me that it was nothing they could do until the next day. Unacceptable.Business Response
Date: 04/10/2023
Hello Lilith Noir,
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 extra item received in the order.
I apologize for the inconvenience.
I've checked and see that there is no jeans item in the Order ID: ******************* that you've mentioned so you're not charged for it.
You can dispose the item.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
Arun
Amazon.com
***********************************Customer Answer
Date: 04/11/2023
Better Business Bureau:
The jeans that I did not order have already been returned and the refund has been processed.Get with your third party sellers and make sure they are not trying to rip people off.
Folks work too hard for their money for it to be stolen.
Sincerely,
Lilith NoirInitial Complaint
Date:04/09/2023
Type:Product IssuesStatus: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 places order in amazon.com its been a month and after placing the order the item is shipped but account is closed by ******************** as i cant able to reach amazon why the account is closed and i dint recieve the item and the refund is not been issues yet as there is no way to reach the amazon Amazon.com #***-0274678-3723447Business Response
Date: 04/20/2023
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.Customer Answer
Date: 04/24/2023
Complaint: 19914915
I am rejecting this response because: the refund is not added yet even thought the product is not received and also at the same time the product has been shipped back to to amazon
Sincerely,
*********************Business Response
Date: 05/14/2023
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Sincerely,
Amazon.comCustomer Answer
Date: 05/15/2023
Complaint: 19914915
I am rejecting this response because: I am Talking about Product and they are talking about gift card and which doesn't relate it product purchase and why they cant refund for the product which they have it
Sincerely,
*********************Initial Complaint
Date:04/09/2023
Type:Customer Service IssuesStatus: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.
Several years ago I was notified by Amazon of some unusual activity. I contact them, and they asked did you recently change you e-mail and did you change your address to an address in ******? I stated no I did not. Amazon locked the account, and allowed me to change the e-mail back to the same one it has always been with the address in ******** where I have resided for 25 years. HOWEVER, i was unable to leave review or ask questions about products. When I first addressed the problem, I was give boilerplate e-mails that stated reviews (about no product I ever ordered, and can no longer even find reviews for) that I can no longer provide reviews due to a community violation. Over the years, I have attempted at various times to resolve this issue. I always get someone that says "This has been escalated and someone will get back to you in 48 hours. After recently receiving a product that I had some issues with, I attempted to resolve this issue, and again I get the some e-mails and replies from costumer service representatives. I dowloaded my data, and then was sent an e-mail regarding "there may have been a third-party breach of you account and you need to reset all passwords and billing." I did follow the instructions, but it really seems that no one is listening to the issue, which is: Amazon notified me of a hack, corrected the hack, and have continued to hold me accountable for the hack in maintaining that I in someway made these reviews. If amazon can show I have sent even 1 review ever from an IP address in North America I will be surprised. I just want the same access as anyone who has NOT violated any of the community standards. I want to be able to ask questions of products, and give positive and negative feedback on products that I purchase, or at the very lest STOP Amazon from sending me notification to review products. I have spent entirely too much time on the phone for an issue that seems simple to remedy.Business Response
Date: 04/10/2023
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 confirmed that we already restored this account's previously contributed reviews and the ability to contribute reviews, comments, customer questions and answers, and other content.
Amazon Review Moderation team
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