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

58,555 total complaints in the last 3 years.
22,041 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:04/09/2023
Type:Billing 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.
Amazon has been taking money from my account for the last 6 months and I don't have their service They make it impossible to contact them. I finally got ahold of someone there only for them to tell me there's no record. I have a record on my banking statements that says that they take $16.15 every month. I know of 4 other people they have done this to.
Business Response
Date: 04/10/2023
Hello *****,

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

I've reviewed your complaint details and I'm sorry to know that there are unknown charges on your account.

Ive checked the transactions on your account and couldn't find any charges for $16.15.

If you have a child, spouse, friend, relative, or co-worker who has access to your card number, perhaps they placed an order.

We appreciate you bringing this to our attention.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/13/2023
See attached
Business Response
Date: 04/17/2023
Hello *****,

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

Thank you for sharing the screenshots of the charge.

Upon reviewing the pictures, I'm unable to find charge ID details on that. Also, I have checked your account/related accounts, unfortunately I'm unable to locate any charge.

Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank.

We appreciate your patience and understanding in this regard.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/18/2023

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:04/09/2023
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 February 26th I signed up for an Amazon account and was going to spend a $10 gift card. But when I finished placing the order, my account was immediately locked. After that they asked me to upload my personal information and a screenshot of my virtual credit card, and after I did that, they asked me to continue to provide the appropriate information. Regarding why I used a virtual credit card, I didn't want to expose my personal information and I didn't want my credit card to be stolen. After I uploaded my documents for the last time as they requested, they decided to close my account and denied to give back my gift card. This is a complete act of thievery and I can't accept Amazon doing this kind of behavior even if it's only $10.
Business Response
Date: 04/14/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 03/25/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 04/14/2023

Complaint: 19914280

I am rejecting this response because: They are thief , stole even 10$ from customer.

Sincerely,

*******************
Business Response
Date: 05/01/2023
Hello,

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

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

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

Sincerely,

Amazon.com
Business Response
Date: 05/08/2023
Hello,

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

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

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

Sincerely,
Amazon.com
Business Response
Date: 05/16/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 05/16/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:04/09/2023
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.
Dear teams My Registered Email address with Amazon: *********************** Merchant Token Number: A1SN67Y4V4YNPH I am writing in regards to the appeal for funds that I had submitted and was under review.Please note: Our account was deactivated on August 11, 2022 and after 90 days passed I appealed for my disbursement of funds as there was no claims, or refunds were pending on my side.On January 24, as requested in the previous correspondence, I have already submitted all necessary identity documents, invoices, tracking proof of deliveries, and payment proofs including bank statements. I am attaching all information and supporting documents here as well which includes:1.Details and Supporting Documents Sequence.pdf 2.Government Issued Identification of Account Owner.pdf 3.Purchasing card Ending in 1005.jpeg 4.Statement of Card used for ******* Purchases.pdf 5.FedEx Proof of Delivery Order 1-30.pdf 6.FedEx Proof of Delivery Order 31-60.pdf 7.Order Numbers of Amazon and ******* including Tracking Information.pdf 8.Merged ******* Receipts for Amazon Orders.pdf 9.Business Card Statement used for Charge Method of Amazon.pdf 10.Merged ******* Receipts for Amazon Orders 11.Business Card Statement used for Charge Method of Amazon On January 26, 2023, I received an email from the Merchant Credit Team stating that my appeal was still under review and that I would receive an email when a resolution was reached.I also sent several reminders including February 20, 2023, April 6, 2023 and opened many case logs which were transferred by Account Health Team to Seller Performance Team but no resolution received. However, I have not received any correspondence from your team since then. I have no other choice but to escalate this matter to BBB and afterward in Small Claim Court if not resolved. I request you to please disburse my funds as it is long and I am suffering and unable to do my business operations Thank you for your time and consideration.
Business Response
Date: 04/12/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Sincerely,
Amazon
Initial Complaint
Date:04/09/2023
Type:Delivery 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.
On April 3, 2023 I ordered 3 sets of lamps with ORDER # ***-4441588-1565807, they never arrived to me even though I asked for 1 day shipping, after I contacted chat, chat didnt even bother and told me that they concluded an investigation (it took them less than 30 seconds, I have no idea how they can make an investigation that fast) that my item was delivered.I am aware that the item was delivered, the problem is that the driver didnt deliver to my or anyone in my place, it was delivered to a random person without checking, so right now I am missing my items.I have over 500 orders made on amazon.com, I buy pretty much everything there, I have never had big problems with deliveries, whenever I had problems, amazon would solve it immediately, but this time I feel so disappointed, now I lost almost 200$ worth of items and amazon wont take responsibility.
Business Response
Date: 04/10/2023
Hello ******,

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

I see the concern you have shared with reference the delivery on your Order ID: *******************. The response shared was correct, we will not be able to issue a refund of replace the package.

As this item was sent to a freight forwarder, I'm not able to replace or refund it. However, if the order is returned to us, we will process the refund to your account automatically.

I have reviewed the tracking on the packages and see the delivery was confirmed by signature on Tuesday, April 4 at 3:50 PM by a receptionist. You may want to ask for a "*****" in that location.

You may wish to contact your local police authorities to pursue this matter further. If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state, be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:
- The delivery address regarding this incident.
- The items were delivered according to the carrier tracking.
- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.
- The date the report was created.
- The name of the police department.
- If the Police Report was created over the phone: The name and badge number of the reporting officer.

Were unable to accept Police Reports that are in pending or any other incomplete status, as well as reports not filed in the local jurisdiction in which the package was reported as delivered. The Police Report must be filed within 45 days of the delivery date to be considered for review. Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/12/2023
Hello there
Initial Complaint
Date:04/09/2023
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.
Amazon failed to deliver an order because they tried delivery somewhere else. 3 times. I don't have my order or my money after a week since contacting them, and their call center says I need to wait another ***** days. How is that legal?
Business Response
Date: 04/10/2023
Hello ****,

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

I see the concern you have shared with the way the tracking appears on your delivery, and I have checked all the available options. I am afraid, we do not have options to issue a refund at this time.

While the tracking does show returning, many times the package is delivered at a customer's location. Considering this, we request you allow time for the undelivered package to reach the fulfillment center where a refund would be automatically issued on confirmation.

While in some cases it can take upto 60 days, in most cases it is much sooner and we appreciate your patience while the package reaches us. In the meanwhile, I have requested a gift card balance of $31.00 to your account, it is on your account as of the writing of this email.

You can use this gift card balance for most orders on Amazon.com, it does not expire.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:04/08/2023
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.
Resubmitting complaint due to BBB closing valid case. Reopen case or submit to business to resolve. Package was not delivered on time and Amazon refused to correct case.
Business Response
Date: 04/10/2023
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.

While I see that you are upset your complaint was not closed to your transaction, let me assure you that we have provided the correct information in this regard. We will not be able to issue any refunds or compensation in this matter.

We do not have insights into the BBB's resolution determination and their internal processes, and we would not want to speculate in this regard.

If you believe anything was overlooked, I would recommend you reach us with any new additional information, reasons or evidence in this regard to check if this warrants reopening the case and reviewing the issues all over.

Let me assure you that we will objectively review the case and ensure you get a fair resolution.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/11/2023
Order number was provided on last bbb complaint. Do your job
Business Response
Date: 04/13/2023
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.

As a result of your inquiry regarding this action, we reviewed your case for appealing the previous decision thoroughly. The correct information was provided earlier.

Unless new information is shared warranting a review, we will not be able to reconsider the decision.

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

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/14/2023

Complaint: 19914001

I am rejecting this response because: you did not send me what I ordered.

Sincerely,

*********************************
Initial Complaint
Date:04/08/2023
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.
Amazon has closed 3 of my accounts 1 of which i have had over 2 yrs and the others are pretty recent. Fist amazon had sent me an email letting me know that my account was being shut down for violating terms that were never explained to me then I called customer service and they said they didnt know the specifics as to why it was closed and advised me to just make a new account and i did soon after purchasing an item I received a new email letting me know my new account has been closed for violating terms again when I was only purchasing items. This happened July 20th 2022 and after emailing back and forth with the account specialist they said nothing else could be done and I will never get the account back.
Business Response
Date: 04/23/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 20 July, 2022].

Sincerely,

******
Amazon.com
Initial Complaint
Date:04/08/2023
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.
Hello BB so 4 days ago Amazon put my account on hold this [email protected] literally for nothing. I tried to change the payment method and I got logged out despite me spending thousands and thousands of dollars on that particular account and some orders that are on the way paid and they canceled them and I have sent emails contacted agents through live chat contacted three call agent on the phone and they literally have done Nothing provided transaction my ID my email transaction orders my mother and sisters credit card literally everything Ive lost sleep because Im sending emails and providing information and all I get is we will contact you after 48 hours with no response and what do they say when they email me is we dont wanna do business with you or email me with a no reply email so basically I cant reply to them and they email me with emails that dont provide any steps to take and when I login try to fill a form on my account it says more information needed with no steps to take I am literally done I have spent thousands of dollars you dont believe what I have spent. I am a student in college and buying stuff from Amazon. You can already see my struggle for me to pay thousands of dollars and my orders are on the way some shipped and some non-shipped and for them to cancel the orders or even put my account on hold is unbelievable for nothing. I have been a loyal customer, but I think thats the way of ********************** because if you look at social media and Reddit, you can clearly see that a lot of people have been through what I am going through now I dont know how this company is getting away with stealing accounts and peoples money and canceling orders on their own but someone Has to do some thing because I dont understand does that mean every big company gets to do what they want to do because if that is a world that we live in where people can take everything. ***** worked hard on and everything that you have the right to hold them shame on us .
Business Response
Date: 04/12/2023
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 2023-04-12.

Sincerely,
********
Amazon.com
Initial Complaint
Date:04/08/2023
Type:Billing 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.
My Citi Credit Card shows a charge of $152.03 on March 3, but I didn't buy anything from Amazon Prime. The phone number provided on the credit card statement does not help me. The website doesn't tell me how to address. Hence I am seeking information this way about this charge. The description on the credit card statement says "Amazon Prime*H595015UO ********** WA". I would like to get this transaction reversed.Thank you.******
Business Response
Date: 04/10/2023
Hello ******,

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

I'm sorry to know about the unauthorised charges for $152.03 on your credit card statement.

I recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 04/11/2023

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. I disputed the charge, requested a refund from my credit card company, and cancelled my credit card.

Sincerely,

*******************
Initial Complaint
Date:04/08/2023
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 04/01/23, sought to purchase a digital dash camera for an upcoming trip and settled on one I saw on Amazon, being 'REDTIGER F7N-PLUS', priced at $116.86. Upon placing item in virtual cart on Amazon, it was noted that it required a signature or code given to a driver in person and I could not do that, further, there was no one around that I trusted to do that as well. I opted to try the Amazon Lockers where the item would be delivered to a set location where I can retrieve it at my leisure, which I have never tried before. The item was purchased and due to be delivered at the locker of my choice, ********* Station at **********************************************, on 04/03/23. Prior to delivery, instructions were sent to myself on how to retrieve the package and would link both with GPS and Bluetooth in order to allow for a pickup. I received notification that package was delivered to box and that I could pick it up at any time, which I attempted to do so after 3pm on 04/03/23. Upon reaching the location previously mentioned at around 3:30pm, based on GPS results, I received an alert that Amazon was ready to open the locker when I got closer to the lockers. I entered the store and went towards the lockers and heard a pop where a locker, top right, opened, noted the package was shoved all the way in back. At arms length, I couldn't even reach the bottom of the locker, let alone where the package was. After realizing I had no way of retrieving the package, asked a store associate, who would not help. Left, went home and contacted Amazon, ended up speaking to over 15 different customer service agents to no avail. They essentially told me they would not refund me or replace the item, as they insinuated that I had the package; I do not have the package. Further told me to call the police, which I have yet to but filed a dispute with my credit card company. I am not in possession of the package and essentially Amazon has stolen it from me and refuses to rectify it.
Business Response
Date: 04/21/2023
Hello *******,

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

I see the concern on the delivery of the dash cam that you have shared with us and have looked into the matter. We will not be able to issue a refund as the tracking as well as information at the locker shows it was collected Monday, April 3, 2023 at 12:40 PM (PDT).

In this case, we will not be able to issue a refund or send a replacement. In case you were not able to collect the item, I'd recommend you file a police report and share the details with **************** once it is in Closed/Completed status.

We appreciate your feedback regarding the package being shoved into the back of the locker and have forwarded it to the correct team internally. They will look into the matter.

Unfortunately, I do not have any other information at this time. We look forward to hearing from you with the Police Report if you wish to pursue this mater further.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/27/2023

Complaint: 19913579

I am rejecting this response because:
It is very unfortunate that the company continues to refuse to do what's right and have the stance that "there's nothing they can do." *** facts remain to be this: Amazon delivered the package in question to the locker previously disclosed so it was irretrievable by the customer, ********************** refused to contact the delivery hub to have a driver retrieve the package, Amazon refused to refund money for the missing/lost/stolen package, Amazon refused to send another of the same item for the missing/lost/stolen package. It was reported to Amazon, on the large number of customer service agent contacts, that this was the first time that the lockers were used ever and was unaware of how to use them and upon reaching them realizing I couldn't reach them, I closed the door. Doing so, apparently told the system that I picked up the package inadvertently, which I did not. Being accused to being in possession of a package when I didn't retrieve it is insulting and doesn't make me want to do business with them any longer. *** police were contacted, as per their request, but Amazon will not be receiving that information as they aren't willing to rectify this problem. Further, this situation doesn't give police the ability to research cameras without proper cause or fully investigate with a missing item within a locked locker, just an FYI. If this is not solved to my satisfaction, I will continue to pursue full legal action against Amazon as a whole.
Sincerely,

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

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