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

44,273 total complaints in the last 3 years.
16,143 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:04/08/2023
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.
I am a long time Prime Member, over 20 years. I have monthly subscriptions that I count on being sent in a timely manner. This month, April, I had 10 items to be sent and delivered on April 10th. I Today, April 8th only 2 had actually been sent. The other 8 had not been processed by Amazon, and I was able to cancel them all. If they were to arrive on Monday April 10 they should have been packed up and shipped as I live in ******. I am very disappointed as now I have to reorder them all and have them shipped with no discount. I might as well cancel all my subscribe and save items, over 60 as Amazon forgot me and probably will forget me again. I want to know why this happened and if this poor level of service is now the norm. I was never notified of any delay.
Business Response
Date: 04/10/2023
Hello *****,

I'm Praveen 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'm sorry for the trouble you had with the subscribe and save orders.

I would request you to please write from the account email address for security reasons along with a sample order number so that I can help you further.

I can understand subscribe and save orders are usually daily essentials and not getting them on time is definitely going to bring troubles. We will definitely look into this issue and let you know why this happened.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/11/2023
My email address on Amazon is ***************************************
Items skipped for auto shipment ( that I cancelled because they had not been shipped )

Order #***-8721459-9939443
Order ***-9907610-7954652
Order #***-6759538-4684266
Order#***-4941829-3917802
Order #***-1596723-0674658
Order #***-8395393-3157066
Order #***-840***7-6350621
Order #***-5267951-5633863

None of these had been processed. I had to reorder three of them because I needed them right away ahd had to pay full price. Not happy.
Business Response
Date: 04/14/2023
Hello *****,

I'm Praveen 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 providing the order numbers.

As we have no other actions to be taken on the order, I've reached out to the concerned team and forwarded the feedback so that they can work on future improvements.

Usually you need not worry about when the order would ship because there is a chance that it might be sent via faster shipping methods to meed the expectations. While I understand you had to pay extra by ordering it without discount, I've added a $20 Gift card to your account for your future purchases.

Gift Card Balance: $20.00

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************************;
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:04/08/2023
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.
4-6-23 @ 12:30 pm. Placed an order on Amazon for a suitcase. At 12:31 I saw the item would arrive too late, and I immediately canceled the order. The cost for the item was was deducted from my account immediately when the order was placed. 4-8-23 I spoke with Amazon's customer service to ask why I haven't been reimbursed yet for the canceled order, and I was informed it could take 10 business days to receive it.This is absolutely unacceptable. I want my money refunded now!
Business Response
Date: 04/10/2023
Hello ******,

I'm Praveen 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'm sorry for the trouble you had with the order.

I've checked and see that there are no authorizations visible from our end. In this case, please contact the bank so that they can help you with the charges.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************************;
Initial Complaint
Date:04/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon email: ***************** Order #: 113-2478553-9249815 I purchase two chairs on amazon under the order number provided above. The seller sent an email stating that the chairs were going to take longer than expected to ship. For that reason, I called Amazon and canceled the order. I told them NOT to ship, yet they still did. I initiated a return, to find out that the seller required ME to ship these chairs back at my expense. I talked to Amazon, and they told me to go ahead and ship the items back, and send them a copy of the receipt for my shipping expenses so they can reimburse me. After sending copies of receipt, they tell me that they made a mistake, and that they do not reimburse anyone for shipping charges even though, they sent me this via email and I have it on writing. I've been trying to resolve this issue with Amazon management over the phone. They understand they made a mistake, but aren't willing to help me in any way. I spent a total of $260.00 in shipping, following Amazon's instructions... and now they are refusing to help me with the reimbursement they told me I would be getting. ( ALL OF THIS I HAVE ON EMAIL COMMUNICATION. )
Business Response
Date: 04/10/2023
Hello *********,

I'm Praveen 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'm sorry for the trouble you had with the order.

I've checked and see that a full refund of $1118.14 was issued for the order to the original payment method on April 2, 2023. You should see the refund in 5 business days in your account.

Further regarding the return shipping fee, it was already mentioned on the return label that you will be responsible for returning the item. Unfortunately we are unable to issue refund for the return shipping fee.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************************;
Customer Answer
Date: 04/11/2023

Complaint: 19912995

I am rejecting this response because:
You're response is not addressing the concern of this BBB complaint. I never filed a complaint in regards to not receiving a refund for the chairs purchased. The formal complaint is in place because your company and employee directed me to go to my local ******** location, pay for shipping, and email a copy of my receipt so that I can get reimbursed. I followed all steps in your email, and now you are refusing to do what you said you would do.
Keywords in Amazon's email: " WE WILL HELP YOU REFUNDING THE RETURN SHIPPING AMOUNT YOU PAID. "
Please read your email prior to responding.

Please see attachment.

Sincerely,

*****************************
Business Response
Date: 04/23/2023
Hello *********,

I'm Praveen 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'm sorry for the trouble you had with the order.

I've issued a refund of $260.00. Please give it 5-7 business days before you check with your bank. Just to confirm, your order was already refunded in full earlier.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/24/2023

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:04/08/2023
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.
It has almost been a year now my account has been suspend on Twitch for twitch.tv/wackywiller. I think it is annoying that you can only appeal your case once every 60 days. It is wrong that Big Twitch.TV can walk over the platform and only get suspended for a couple of hours or days.
Business Response
Date: 07/10/2023
Hello Will,

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

We have conferred with ******************* **** (Twitch) to collect information and provide you with the following response.

Twitchs records indicate that your account on their service was validly suspended due to repeated violations of Twitchs Terms of Service. You will be eligible to appeal your Twitch account suspension again on December 12, 2023, 6 months after the date on which your last appeal was submitted, by visiting the appeals portal located at *******************************;

Please note that appeals that are frivolous, that contain insufficient detail as to why the appeal should be granted, or that lack good faith effort to explain the appeal will not be granted and will also count as an attempted appeal, meaning another appeal will not be possible for 6 months. Abusing or spamming the appeals process *** lead to additional penalties, or revoking of appeal privileges.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:04/08/2023
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.
Amazon 'suspended' my Prime account in August 2022. I've attempted numerous times to understand what the problem is, and have never received an explanation. Amazon 'customer service' representatives continually transfer my calls around the world, promise to send forms, etc., which they never do. I know this because when I request an OTP to reset the *** I get an automatic email from Amazon containing the code, Yet somehow, their representatives' emails don't arrive. In other words Amazon 'customer service' staff lie when they say they've sent me information. This has been going on for months.... lots of transfers, no action, no resolution of the problem. The only other way to contact Amazon is by logging on to the account -which of course I can not do! This lack of customer service is well documented- Business Insider just last week reported thousands of instances recently. Its not the first time.I want nothing further to do with Amazon. I want the Auto-shipment orders -that I can't cancel since I can't log on- cancelled. I want my account cancelled. Amazon userid is: ************************************ Yes, this is a valid address and I used it for years with Amazon.
Business Response
Date: 04/14/2023
Hello *****,

I'm Praveen 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'm sorry for the trouble you had with the account.

Your account is now reinstated. To cancel your subscription:

1. Go to Your Subscribe & Save (******************************************************************************).
2. Select the Subscriptions tab.
3. If you've logged in through a browser, click on the product image. If you're on a mobile device, click Edit.
4. Click "Cancel Subscription" and follow the on-screen instructions.

Account Closure :

We understand you wish to close your account and delete your data.

Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow the steps below:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu, tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and click "Close My Account."

Please note that if you have multiple accounts, please follow the steps above for each of them to ensure that we have the correct authority to take action on each account you wish to close. By requesting the permanent closure of your Amazon account and the deletion of your data on any Amazon site, youll lose access to all of the products and services across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password), such as international Amazon sites (e.g. amazon.co.**, amazon.fr, amazon.com.mx), Audible, etc.

A confirmation notification will be sent to the email address associated to your account or via text message. Youll need to reply within 5 days to verify your request.

If you are experiencing issues with logging into the account you wish to close, visit the Help page below:

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

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
***********************************
Customer Answer
Date: 04/15/2023

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:04/08/2023
Type:Customer Service 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 8th 2023 Amazon.com illegally stole our property and refunded a buyer after the **** tracking # (**************************) showed delivered to mailbox along with us calling and confirming with a **** supervisor that the package was delivered to the buyer. Amazon.com declined our Safety Claim, blatantly breaching their written policy and also engaged in a felony crime of stealing mail (our package). We provided Amazon.com with all the evidence needed to show the buyer received their order (package) however Amazon.com responded by saying we didn't provide an accurate tracking #, If we are not reimbursed the refund they issued to the fraudulent buyer we will file a ************ report against the buyer and amazon, along with taking several legal routes to resolve this crime.
Business Response
Date: 04/20/2023
Greetings from Amazon.com

Thanks for contacting us. We recognize how crucial it is for their business to get all questions answered.

Please inform the Selling Partner that our specialists have reached them out through the Case ID: ***********. An answer to their concern will be provided in that case, for any follow-up question or other concern related to the Safe-T reported they can refer to the same case.

To view the case:
**************************************************************************************************************************** (Seller Central sign in required)

Thanks for your time and cooperation.

Regards,
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.
I bought an incorrect item on 2/26/23 for $16.40 and returned it within a day to Amazon for a refund. My Amazon account states that I should've received a refund to the credit card I used initially on 3/6, but as of today 4/8, I didn't receive the refund. There is no way for me to contact someone at Amazon to sort this out, hence this complaint. The account is under my wife's name, *********************************Thank you.******
Business Response
Date: 04/09/2023
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 refund status.

I've checked and couldn't find the order details that you're referring to.

I would request you to help us with the order number so that we can check for the refund information.

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
The requested order number is : 114-2012225-4345055

Thank you.

******
Business Response
Date: 04/13/2023
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 refund status.

I've checked and see that the refund for the Order ID: ******************* has already been refunded on Monday, March 6, 2023 at 10:27 AM (PST) to the gift card balance which is used to place 2 orders on the account.

You can view your balance and usage history in Your Account here:

*************************************************
Regards,

Arun
Amazon.com
Customer Answer
Date: 04/14/2023

Complaint: 19912614

I am rejecting this response because the gift card is no longer active or in my possession. Please credit to my debit card ending with 8594.

Sincerely,

*******************
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.
Hi there,On February 16 we ordered Meta Oculus Quest 2 along with protection accessories. Due to family circumstances, we had to return both the ** set and its accessories. Since we had accessories from day ome, everyone was returned in top notch condition. You wouldn't even know anybody tried the product. We also returned the product by the indicated deadline - March 20. Attached *** tracking shows that the item was delivered. We also spoke with Amazon associates who confirmed the receipt of the ** set. However, it's been over 3 weeks and we still haven't received our refund. I don't understand what's taking so long? Did you guys forget to issue it? In any case, please see the status of the refund and let us know when should we expect it. Email associated with Amazon account: ******************** Order number in question: 114-6885545-0211413 Refund amount: $541.86 Thanks *********************** and ***************************
Business Response
Date: 04/10/2023
Hello ******,

I'm Praveen 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'm sorry for the trouble you had with the order.

I'd like to inform you that the item isn't processed yet. I would request you to give it time till April 20, 2023 before we can take further action on the return. The additional time will help us find the package and process the return.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************************;
Customer Answer
Date: 04/18/2023

Complaint: 19912590

Hello *******,
As i am now aware thst you guys lost the package and that's why its takijg so long to issue a refund, im willing to wait until April 20th as you requested. However, om April 21st ili expect the full refund to be issued.
Thanks
Gayana

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.
Amazon takes no responsibility when a package is delivered but the item is missing. I was told it was my own risk and the dimensions of the package was verified. How is it verified when the package is empty. This is not the first time Ive had this problem with Amazon. The Amazon driver took pictures of the delivered packages and its obvious that the envelope is empty. So whats the point in talking a picture. The first time this happened it was for a very expensive item this time it was just body wash but its my loss I guess. Its ridiculous that I have to pay for Amazon mistake. Ill be canceling my Amazon prime because Im not paying for something I did not receive and like I said this is not the first time this happened. Ive had prime for years and order almost daily but Ill be canceling. Order number 114-7360786-2962613
Business Response
Date: 04/10/2023
Hello ****,

I'm Praveen 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'm sorry for the trouble you had with the order.

I've issued a full refund of ***** USD to your payment card. You will see the refund in 5 business days. You will receive an email once the refund is complete.

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

We look forward to see you soon.

Regards,
Praveen M
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.
We ordered ***** Home Security Camera System... ********************************************************************* Which clearly states there is two way audio. After installation found out there is no audio. Because of the feature we ordered and spend $700 to install. Talked to Amazon customer service return is not possible. Two options to resolve 1. Amazon to issue partial refund for incorrect information on the website. False advertising. 2.Issue full refund of $700 for installation charges plus $700 of reinstall the correct system.
Business Response
Date: 04/10/2023
Hello Himal,

I'm Praveen 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'm sorry for any misunderstanding this has caused.

I've checked the website and couldn't find anything about Audio. There is no mention about the Audio in the link provided in the complaint.

I would request you to please recheck and contact us using your account email address and order number so that we can help you.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************************;
Customer Answer
Date: 04/13/2023
Order number 112-0431474-4983448
******************* is the email address on the amazon account.
thanks
*******************
Business Response
Date: 04/25/2023
Hello Himal,

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 providing the order number.

I would like to confirm that as per the standard returns policies, if you receive any item which doesn't meet the expectations or with any issue, you have to return the item for a full refund. We cannot grade the item and issue appropriate refund in this case. This has already been informed by our customer service department.

Unfortunately the only option in this case is to return the item. We are unable to issue any partial refund in this case.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/26/2023

Complaint: 19912454

I am rejecting this response because:the entire system has been installed I spent $1000 for installation and now contractor wants additional $400 to take down the cameras. Will Amazon cover the cost of $1400 plus reinstalling charge of $400.
the better option for false advertising is refund me $350.

Sincerely,

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

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