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

57,593 total complaints in the last 3 years.
21,721 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:04/04/2023
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.
On 4/4/23, two debit cards of our family's were used to charge $1.57 to each card as a preauthorization from an Amazon purchase. This happened overnight, as we discovered one of the charges in the early morning and contacted Amazon right away via chat to try to figure out where the charge came from as it wasn't showing in our Amazon account. The Amazon rep informed us the card was linked to someone else's Amazon account. We were told the pending charge would be canceled and the card removed from a *********************** account as we have no idea who ***** is.Later in the evening, our daughter realized her debit card had been charged this same small amount. We contacted Amazon chat again, and after going back and forth with the rep who wanted us to guess who stole that card and used it, we were told only this person's name starts with a D. So I requested the pending charge be canceled and my daughter's card taken off this unknown D person's account as well. At that point, we were told the card cannot be removed from this person's account because we don't know the person to verify the account. We escalated the issue both on chat and also on the phone, only to be told that the card cannot be removed from the unauthorized account this allowing this person to continue to charge the card until we are able to cancel the card when the bank opens in the morning. Amazon is knowingly allowing stolen card information to be used to make payments and purchases on their website.
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 unknown charges on your card. To help you with I kindly request you to help us with the exact details of charges.

1. Exact Amount
2. Time Intervals

Due to which we will be able to look into the charges, and help you further.

I hope this information helps.

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:04/04/2023
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.
I have been recharged for 3 items purchased off Amazon, that were returned via the return code provided. The app shows the items have been returned. Upon contacting the business, I was told they would not refund the recharges. They state they did not receive the items back and to check with the carrier. If items were lost in transit back to their return center by their chosen carrier, it is unethical to recharge a customer for an item they dropped off in good faith the item would make it back safely. Request for all 3 items to be refunded.
Business Response
Date: 04/08/2023
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'm sorry to hear about the problem you've had with your orders#***-8600320-4202648, 111-5565691-6535406.

Upon checking the order details I see that the items are not received or processed by the returns center. Due to which, the system does not allow us to issue refund on the order.

We recommend that you reach out to the carrier that you used to return the items to Amazon.

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

Regards,

Mahesh. *****
Amazon.com
www.amazon.com
Initial Complaint
Date:04/04/2023
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 am very displeased with Amazon. They have employees that are out of this country as customer service reps and they are not handling things properly. I returned an item for a refund and stated to multiple reps that the **** card is no longer active and to place the refund on the card that is on file. I was told of they were unsuccessful putting it on the new one that they will send me a check instead. I spoke to a rep this evening and she put the refund to the card I said was no longer in use. I'm not going to receive my refund. I explained this to her numerous of times.
Business Response
Date: 04/08/2023

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 refund issued on Order ID: *******************. Upon reviewing your message, I understand that the card which you used to place the order is currently not active, and the refund was issued to the same card.

In this case, I kindly request you to contact the respective bank. Usually, If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.

I hope this information helps.

Regards,

Mahesh. *****
Amazon.com
www.amazon.com
Customer Answer
Date: 04/08/2023

Complaint: 19896844

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:04/04/2023
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.
On December 31st I bought a ******* Korea smart generation 6 watch from Amazon with Affirm upon receiving the watch I found out that I would have to be charge so I call Amazon and have them do a return slip, Amazon send someone to pick up the watch on January 04th I keep on checking on my Amazon account to see if they receive the package it sated on the account that the package was received on January 5th and return will be refund soon when process, is complete I keep on checking but no refund was made available so on March 6th I call inquiring about the refund I spoke to several different customer service representatives who all told me that they received the package late so they cant ***** me the return, I then call Affirm and ask why is it that they are still collecting money from my account for the smart watch when I no longer have it in my possession the person I spoke with from Affirm ask me to send all communication between Amazon and I so they can take the matter up with Amazon and have them process the return so they can stop collecting payment from my account this is happening to frequent now and they dont want to return your money
Business Response
Date: 04/08/2023
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 return of Order ID: *******************. Upon checking your previous correspondence with our customer support I see that our team had requested you to provide incident report.

As you did not submit incident report, our system had denied processing any further concessions on the order. This being the reason, we are unable to process any refund or replacement on your order.

I hope this information helps.

Regards,

Mahesh. *****
Amazon.com
www.amazon.com
Initial Complaint
Date:04/04/2023
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 ordered 5 items online and only received 2of the items. Got in touch with Amazon immediately and was told that the items were marked delivered and they weren't obligated to do anything about it. I'm out $62 that was taken out of my account for the items. Amazon refuses to make this right.
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.

Were sorry to hear that you havent received your item(s) from order # ***-7794809-3222660

Based on the results of our investigation, we aren't able to provide a REPLACEMENT OR 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.

We 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
*****************************
Initial Complaint
Date:04/04/2023
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 decides to close my account after spending $1500 on an Amazon gift card. I do not have access to my account now. This is completely unacceptable - it appears Amazon has stolen funds from a recurring customer.
Business Response
Date: 04/07/2023
Hello from Amazon,

Please ask the Selling Partner to elaborate their concerns in detail along with encrypted ID of their account.

We will proceed further once they write back to **.
Customer Answer
Date: 04/07/2023

Complaint: 19896644

I am rejecting this response because:
Dear Amazon Customer Service,
I am writing to express my concern about my account being locked for security concerns. While I understand the importance of security, I believe that the current level of security on my account is causing unnecessary inconvenience and frustration.
I have had several of my gift card purchases cancelled and my account locked due to security concerns, despite the fact that I have not engaged in any fraudulent activity. This has caused a significant amount of frustration and inconvenience, and I am concerned that this will continue to happen in the future.
I would like to request that the security level on my account be adjusted to a level that is appropriate for my purchasing history and activity. Additionally, I would appreciate it if you could provide me with assurance that my gift cards will not be cancelled and my account will not be locked without just cause.
Thank you for your attention to this matter, and I look forward to your prompt response.

Email is ******************

Sincerely,

*****************************
Business Response
Date: 04/25/2023
Hello from Amazon,

I request you to ask the concerned party to elaborate the issue.

Please let us know if the issue is regarding Selling Partner account or buyer account.

If it is regarding the Selling Partner account, please ask them to provide the Merchant Token ID.
Initial Complaint
Date:04/04/2023
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.
My Amazon account got hacked in November 2022 and I had money stolen. Amazon paused my account to stop further hacking. When I tried to unpause it, they said I couldnt. They never explained why. I had a gift card balance of roughly 3K in there that I lost. I had to start a new account. This new account was also just shut down on April 1, 2023 and it had a balance of 4.5K in it. I believe what happened was that someone bought me two gift cards in the store. Only one of them worked and it turned out the other one hadnt been properly validated in the store or something. Amazon asked for proof of ownership of the cards so I showed them the email I received that had the pictures of the cards as attachments. (They said that proof of the cards being sent to you should be enough proof.) They wont explain why but they refuse to open the closed account and wrote to me saying that they will no longer respond to my calls and emails about The issue. Nothing about my use of Amazon should have warranted this. I have evidence of every single gift card being sent to me by a friend.
Business Response
Date: 04/16/2023
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 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
Customer Answer
Date: 04/17/2023

Complaint: 19896618

I am rejecting this response because: I am grateful that Amazon shut down my account when actual fraud did occur and I had a hacker order things from my account. Since then, however, I havent been able to use the account myself and have thousands of dollars that are tied up in the account that I would like back. There has been zero transparency in this entire ordeal and I havent been able to speak with anyone about it or explain what is and what isnt fraud. There is nothing in the *** about receiving gift cards and I would like the balance reinstated or sent to me.

Sincerely,

***********************
Business Response
Date: 04/25/2023
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 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: 05/06/2023
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 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.
We notified the customer of this decision by email on 04/01/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:04/04/2023
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.
Good Evening,I ordered a ALADEAN Industrial Tripod Floor Lamp from Amazon, order number 112-0727826-3781824/price $145.44. When the item was received from ** CRAFT it was of very poor quality for the price and it was advertised as being of brass but was made out of cheap aluminium and wood. After receiving the product in the mail I immediately applied on Amazon to return the item.The seller (** CRAFT) came back to me to offer a parcel refund to keep the item, but I explained that the item was of poor quality and at best was only worth $50 (that includes shipping). He then refused to take my return, so I informed him that I would be reporting him to Amazon, which I did. When I called Amazon they stated that I had to give the seller 48 hours to resolve my complaint. ** CRAFT later came back and offered me a refund of $99 dollars, $25 of it would be applied to my Amazon gift card account. I waited for the agreement to be processed but the $25 gift card was not applied to my account, so I contacted the seller again. The seller insisted that he could not give me the $25 without my personal information, email and phone. I then processed another return request through Amazon because he was trying to scam me for my information. They later came back and gave me a full refund to keep the item and not return it to ***** because it was an expense. I contacted Amazon and discussed the issue and they stated that I had to return the item and they would personally refund me the shipping cost (e-mail and receipt attached). I did not want to deal with the seller of the item anymore, due to the two attempts they made to obtain my personal information. I returned the item through *** per the instruction of Amazon customer service for $163.88 and now ********************** is refusing to reimburse me my cost and stating I have to go through the seller. As a business you do not go back on your word to the consumer when you made a promise and I have it in writing. I am now down $163.88.
Business Response
Date: 04/28/2023
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 Order ID: *******************. I have checked the order details and see that the full refund of $159.47 was issued on March 18 and March 22.

You'll also be able to see the refund request here:
***********************************************************************************

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

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 05/02/2023

Complaint: 19896612

I am rejecting this response because: Amazon did not read my entire complaint. I am not requesting a refund for the product but for the *** shipping costs of $163 to return the item to *****. Per, Amazons customer service email that was attached to this complaint, Amazon stated they would refund me back the shipping costs by opening a *** claim. I sent the *** tracking number and the receipt to the Amazon **************** and still no action was taken to refund me. Amazon needs to take accountability and responsibility for the directions they provide their customers in writing. Where is my $163 *** refund?

Sincerely,

***************************************
Business Response
Date: 06/07/2023
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 bringing this to our attention.

I'm following up with you regarding the shipping charges refund on behalf of my colleague ***********;who handled your case previously.

In this case, without any further delay I would like to offer you $163.88 shipping charges refund to your Amazon account gift card balance.

Adding to this, as a crucial feedback we have from you regarding our customer service team, I've forwarded the same internally to our concerned team to check and taken appropriate actions.

Request you to write back to us with your response.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/08/2023

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:04/04/2023
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.
In sat ********************** **** was charge notice the charge Monday called Amazon the can not locate transaction do not know what the transaction is for want ** money
Business Response
Date: 04/08/2023
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 have researched your complaint but wasn't able to find the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the charge details and a detailed description of the issue for research.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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:04/04/2023
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.
In the Fall of 2022 prime account was abruptly closed, no explanation and we lost a substantial amount of money that was invested into various programs offered through Amazon, gift card balances and our annual prime fee renewed one month prior and have still not received any information that justifies this action. In Fall of 2022 A business account was opened before personal account closure. This account was used daily, and due to their method of billing it freq caused issues with bank so Amazon gift card used to avoid multiple charges in a day to any given card. Without warning account was closed. we received an email at the time of each closure stating pending orders would be cancelled and refunded and gift card balance no longer available. Last month exceeded $3000 alone in inventory ordering most of which gift cards. With no access we have no idea which are affected etc, we continue to see attempts by Amazon to bill multiple accounts for open orders on both prime accounts. We have a large file with documentation hundreds of withdrawals attempted by them after they closed each account (our annual membership fees for both accounts paid in full were not refunded. Amazon violated their own policies, collected fees for services not provided, and continues to make unauthorized payments for orders. Those exact orders unfortunately are protected by them because once closed there is no access to ANYTHING which affected our taxes. we were not able to properly file business costs due to this and had the accountant document this within our filing forms to assure accountability with the expected discrepancies.The reason for closure was misuse of Amazon services buying own products or seller purchasing, but neither of those reasons are accurate nor is their any opportunity to discuss. Appeal was submitted and ignore We have never misused Amazon in any way and feel violated at their allegations and unsupported accusations. Examples attached, full file avail on request
Business Response
Date: 04/08/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 04/08/2023.

Regards,
Amazon
Customer Answer
Date: 04/08/2023

Complaint: 19896159

I am rejecting this response because: this is not about a seller account; this is regarding my business account for purchasing NOT selling I do not have a seller account now have I in several months because of this they dont look at the information provided
Sincerely,

*****************************
Business Response
Date: 06/02/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 06/01/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com
Customer Answer
Date: 06/02/2023

while I appreciate my account is back up and running Im fearful that this will continue to occur and has once again caused detrimental affects to my business, Ive submitted countless BBB complaints regarding the **** of customer support. There needs to be customer support options prior to log in; every issue weve experienced lead to a complaint because we were told to log in for customer support but log in was the problem to begin with and always sent from no-reply email system. So while 1/2 the problem is solved I want to make sure that this is addressed before closing out the complaint so I dont have to keep making complaints just so I can get to the people that can fix the problem. This shouldnt be the way to reach Amazon customer service. Im sure the ******************** would appreciate the likely drastic decrease in complaints as well

Complaint: 19896159

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 06/08/2023
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 understand your concern about your access to your account.

Our accounts specialist team has informed that An update has been provided to prevent similar enforcement. Further, we'd like to assure you that our accounts specialist team take the correct measures to avoid future problems.

Regards,

*****

Amazon.com

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

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