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

58,714 total complaints in the last 3 years.
22,099 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:04/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spent all afternoon trying to cancel my Discovery Plus acct through Amazon. No one knows their head from their a** and cannot figure out how to cancel my order. I have had to now come to BBB to resolve this as I have been on the phone w/ them all afternoon w/ reps w/ no training.
Business Response
Date: 04/03/2023
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 Discovery+ subscription issues.

I apologize for the inconvenience that you've experienced in this case.

I've checked and canceled the subscription as requested.

Also, we'll not be able to refund the amount charged as its out of policy.

However, I would suggest you to contact your bank and check for the possible options to get the amount reverted.

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

Regards,
Arun

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

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:04/02/2023
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 been repeatedly charging our bank account for using Amazon music, which I have never used. When I try to complain to them and get the account canceled, it just becomes a big runaround. I also saw that in my transactions this is been going on for quite a long time and I demand that I get my money back because this is not a service I signed up for.
Business Response
Date: 04/03/2023
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 Amazon music charges on your account.

I apologize for the inconvenience.

I've checked and see that the charges for Amazon music were already refunded and the subscription has been canceled.

Also, we'll make sure that this is not repeated.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:04/02/2023
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.
I purchased a Bit Coding Robot (White), order # ***-8061345-7528264, for $214.74, on 8/2/22 on Amazon.com. On Amazon, it lists the third-party seller as "*********************, ************* and Gifts, ***************************************************************." This was a gift for my 7 year old daughter for Christmas; she opened it and we tried to make it work but it was defective. I contacted the manufacturer, Ozobot, in early January, and they advised they stopped selling this product in 2019 and could not warranty it. I submitted a claim on Amazon.com on 1/10/23, and again on 1/16/23. I received no response; so I contacted Amazon customer service via phone, and they rejected my claim. I appealed on 2/16/23 and again on 2/25/23. I've called Amazon customer service multiple times and each time they act as if it was the first time contacting them; they tried to reach-out to the seller themselves, with no response. I tried again to contact Amazon and the seller on 3/6/23, with no response. I am out of options. The product I purchased is defective and I want my money back. Amazon should go above and beyond here to help me be protected against fraud and provide me with either a full refund or put the full cost onto my Amazon account. By denying my claim, Amazon is in effect siding with and protecting a fraudulent seller from selling defective products to innocent consumers. For a multi-billion-dollar company like Amazon, this should be a no-brainer to help me, the customer, be made whole again by assisting in providing me a refund for the purchase of a defective product from a fraudulent seller.
Business Response
Date: 04/04/2023
Hello,

A full refund for the claim amount was issued to the payment method used to place order 112-8061345-7528264.

-- Refund Date: April 4, 2023
-- Refund Amount: $214.74

Sincerely,
Customer Answer
Date: 04/08/2023

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:04/02/2023
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.
Hi,My seller account ************************ was suspended 2 weeks ago. This happened because it was linked to another account of mine which was suspended as well. That other account has been unsuspended two days ago, now I am requesting to have this account unsuspended as well.
Business Response
Date: 04/04/2023
Hello Team,

Thank you for bringing this matter to our attention.
We reviewed the information you provided but are unable to action upon your request for the following reason(s):
We need more information to continue the investigation.
-- The seller ID
-- ********************
-- Additional information on the issue at hand
Customer Answer
Date: 04/04/2023

Complaint: 19886200

My Amazon account has the email address ************************* I do not have the seller ID as I am unable to log in. I am active in most European marketplaces, but mostly ******. My account has been suspended because it was linked to another suspended account. The suspension of that other account was a mistake which has been corrected, so I want this account to be reopened as well.

Sincerely,

***********************
Business Response
Date: 04/14/2023
Hello from Amazon,

I see the account linked with the email address provided by you is currently active.

In case you are still facing issues, please provide registered email id and Merchant Token ID.

We will proceed further once you write back to us.
Customer Answer
Date: 04/14/2023

Complaint: 19886200

I am rejecting this response because:

It probably has to do with my buyers account. Can you see whether a suspended buyers account is preventing me from logging in and if so, can you unsuspend it?

Sincerely,

***********************
Business Response
Date: 04/30/2023
Hello,

We have reinstated this customers seller account. We sent an email to the customers registered email address on 30/04/2023 confirming account reinstatement.

Sincerely,

Matt
Amazon.de
Initial Complaint
Date:04/02/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have multiple orders that are considerably late or not shipping. *** reached out multiple times over the last 5 days and no one can help me. They just keep saying they will submit tickets but no help ever comes.
Business Response
Date: 04/06/2023
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 complaint details and I'm sorry for the inconvenience you have experienced with order deliveries.

Upon investigating with your recent orders, I can confirm that most of the order delivered on guaranteed delivery date.

Order ID: ******************* - Delivered on Saturday, March 25 (1 day later than Guaranteed Delivery Date)
Order ID: ******************* - Delivered on Wednesday, March 29 (On Guaranteed Delivery Date)
Order ID: ******************* - Delivered on Friday, March 31 (On Guaranteed Delivery Date)

Also, I've reviewed the order #***-8763532-1460220 and discovered that the tacking has been updated as delivered to the correct address on April 3, 2023. Please confirm if you are able to locate the package.

Tracking Website: *********************************************

Packages are occasionally left with neighbors, a building manager, or your mail room and receiving department if shipped to a business. Make sure to check areas such as a porch, garage, or even behind bushes. Please check the surrounding area, as well as with anyone who may have received the package on your behalf. If you do not receive the package by April 06, 2023, we can issue your refund.

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: 04/06/2023

Complaint: 19886197

I am rejecting this response because: there is no accountability or responsibility for the days and several customer service reps I dealt with. This item was stuck in shipping now status for days. I spent hours dealing with customer service and no one could help. I ended speaking to a supervisor that told me she would escalate a ticket and someone would be getting with me to discuss in a 48 hour period but no one called. The item did end up shipping and arriving multiple days late.

Sincerely,

***************************
Initial Complaint
Date:04/02/2023
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 a set of coaster holders for 4" coasters and the item delivered is too small to hold 4" coasters. When attempting to return, I was told I had to pay a $7.99 fee for having it picked up, or I could bring it to a location several miles away. As I currently don't have a mean to get there, this is not an option. I explained it and the answer was that they provide a free return, I would just have to bring it to one of their locations. This is not what a "free return" is and not what is stated in the Amazon Primer agreement. Amazon changed this, so they don't have to pay for the pickup fees, but it is not what they sold/promised.This is for ORDER # ***-3763975-3189055, ordered 04-01-2023 for $16.74
Business Response
Date: 04/03/2023
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 pickup charges.

I apologize for the inconvenience.

I've checked and see that the pickup for this item is chargeable and we are unable to make changes on it.

However, if you wish I can issue $8 refund to the gift card balance.

Please confirm and I'll get the amount added once the return is done.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 04/03/2023

Complaint: 19886162

I am rejecting this response because:
Amazon is making up their own "rules", invalidating contractual obligations and advertisements about "free returns". I want this "rule", which I never accepted as a contract change, to be removed and the free pickup to be provided as it is stated in their Prime agreements and in their product sales websites.

Sincerely,

***********************
Initial Complaint
Date:04/02/2023
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 a camera on Feb. 10, 2023 on Amazon, the price was USD ****** and the parcel was delivered on Feb.17, 2023. But as I am an overseas customer from *****, I used a proxy service for delivery so I eventually received the camera on March 8, 2023 in *****. After opnening, I found out the battery and lid were missing, so I bought a battery and SD a card locally. Then on March 10, I found out the camera was dysfunctional, so I contacted the customer service and asked for an extension of the returning timeframe and I mailed the camera back to ******* on March 10, 2023. Amazon **************** told me they would help me with the extended returning time and *** would pick the camera up. In my perception the the Amazon **************** extended an addtional one month period for my returning time,so i did not notice the original returning time has been expired on March 18, 2023. I spent RMB 457 (circa USD 66) for freight from ***** to *******. The carema has been delivered at my proxy address in ******* on March 29, 2023 but the Amazon **************** told me that the return window was expired when I contacted them to ask *** to pick the package up for returning to Amazon. *** would not pick the camera up,they refused my requirements, so I cannot return the goods and get the original USD ****** refunded. It is quite frustrating, I purchased a damaged damaged camera from Amazon, I cannot get a good communication with their customer service. I am both angry and desperate with this matter. Please check all the details of the matter attached. Can you help me reach a reasonable agreement with Amazon and solve this matter? Could you help me ask Amazon ether to replace the damaged camera with a similar model or get all the expenses and freight charges back? The camera I originally received has no proper use as it is damaged.I hope this issue can be solved soon, with your benevolent assistance. I am looking forward to your reply.
Business Response
Date: 04/03/2023
Hello ****,

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

I understand that you want to return the item that was outside the return window. I'm sorry for the inconvenience caused with this.

On this occasion we can't accept this return because more than 30 days have passed since you received it.

Our 30-day returns guarantee states that, if for any reason you're unhappy with your purchase, you can return it for a refund if it's unopened, in its original condition, and is received back within 30 days of the date you received it.

Please see the following Help page for additional information about returns and refunds:

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

We appreciate you for your understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 19885975

Thank you for your prompt reply but I do not accept this solution as there was an agreement between the Amazon **************** and me to extend the ****** returns. The camera was received dysfonctional and broken, this is why I return the item to you in the first place.
I offer the following resolution: can you have the actual camera I bought be repaired by the manufacturer and then send it back to me? This would be a reasonable solution.

Sincerely,

***************
Business Response
Date: 04/05/2023
Hello ****,

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

I've checked the details of the order and can confirm that the information provided earlier is correct.

Based on the age of the order, we won't be able to accept the return. However, as an alternative, we recommend that you contact the manufacturer for any assistance with the item. We won't be able to get the item repaired by the manufacturer as that isn't an option available for us.

I realize you're upset, and I regret 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 this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 04/06/2023

Complaint: 19885975

I am rejecting this response because:
What if you buy something when you get it then find out it's dysfunctional but be refused to any offer,how do you feel that?What would you think/do ,in my situation?I wish you could still keep calm as an AI.
What I really regret the most is that Amazon is deeply stuck to its viewpoint and does not really open up to any compromise or any offer to make a win-win resolution between seller and buyer. Why have a conversation if we cannot discuss? Can you please open up and at least offer some compromise or some compensation, for example at least cover the shipping costs of the item I have already paid and i will pay in the future?

Thank you for a gesture of goodwill.

Sincerely,

***************
Initial Complaint
Date:04/02/2023
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.
On 12/16/22 I ordered item "2022 p 1 oz australian gold dragon bar gem uncirculated" I paid $2,306.73. I needed to return this item because it wasn't what I thought it was. I made the return with **** my return wasn't moving for a while so I asked both Amazon and *** what's going on. they had no answers for me. *** told me to make a claim on the package so that's what I did. *** later comes back and says we are sorry but we did lose your package and we approved the claim, all we need now is amazon to Sign the claim paperwork we sent them. amazon refuses to Sign the paperwork and keeps Telling me I can't get a refund because its been past 60 days. Whenever I try to explain its been longer then 60 days because it got lose and *** had to investigate it, amazon just ignores me and keeps saying "sorry its been 60 days we can't help you any further". the email in my Amazon is *********************** order number 111-0535544-3975414 *** tracking number 1Z9E80489039707641 I will be uploading screenshots of the claim paperwork from ***.
Business Response
Date: 04/03/2023
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 understand that you have returned the item from the order #***-0535544-3975414 but haven't received your refund yet. I'm sorry for the inconvenience caused with this.

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund even after 60 days from the date of return, we recommend that you reach out to the carrier that you used to return the item to Amazon.

Without the return is received and processed at our returns center, we won't be able to refund the item.

Thank you for your understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/03/2023

Complaint: 19885900

I am rejecting this response because:

Sincerely,

***************************
ups sent Amazon a check and Amazon wont pay me out for it.
Business Response
Date: 04/05/2023
Hello ****,

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

I'm sorry for the inconvenience caused with the return processing on the order #***-0535544-3975414.

I've reviewed the details of the order and see that the refund on the order was processed successfully on April 4, 2023 back to your payment method. You'll see this refund to your card in the next 3-5 business days.

You can view the status of your refund in Your Account here: ***********************************************************************************

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/06/2023

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:04/02/2023
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 March 30, 2023 I spent $134.15 on Amazon.com and they didn't give me the whole order. I explained to them and my bank explained to them that I paid for the items. They promised me the missing items. Now they are saying they still didn't get there money and this is the fifth time they have done this to me. I want to be reimbursed the full $134.15 and the rest of the items they promised. This is stealing and I won't tolerate it.
Business Response
Date: 04/03/2023
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 for the inconvenience you have experienced with your order processing.

Upon investigating, I can confirm that your order is on hold. Because we have not received a form of valid payment yet. We requested full sale amount authorization from your bank and the bank said "Hard decline".

Here are a few steps you can take:

-- Verify that the payment information for this order is correct (expiration date, billing address, etc.)
-- Contact your issuing bank
-- Change your payment method or reenter your credit card information using the following link: ***********************************************************************************

If payment is not received 3 days after being moved to this condition, it will be cancelled. For details, please refer to our Conditions of Use: **************************************************************************

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/15/2023

Complaint: 19885748

I am rejecting this response because:

On March 30 Amazon Marketing took $134.15. They only gave three items from the order. I called my bank yesterday and I called Amazon told me that they got the funds and they were going to ship the remainder of the items which they haven't. So they need to ship the rest of my items. I told you guys and they told you the are waiting on my card. They received my payment I want my stuff shipped.
Sincerely,

*******************
Business Response
Date: 04/18/2023
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 writing back to us.

Upon checking, I can confirm that your payment verified and only few items delivered. You have been charged for only $80.96 for the order. Below are the list of items cancelled:

1. ******** * 3 Books
2. Malevolent: Book I: The Dark Entity

You can also check the same details through your Amazon account.

If you are seeing card authorization charge for whole amount $134.15, you can contact your bank to ask how long they hold authorizations. Some banks may hold funds in your account for these authorizations even if the order is canceled. The authorization should be removed from your statement soon.

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
***********************************
Initial Complaint
Date:04/02/2023
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 account on Amazon was blocked from leaving reviews. I had zero chance to explain the legitimacy of my reviews as I bought a lot for my wedding. I contacted them at least 3 times electronically and waited on long calls for hours between August 2022 - October 2022.
Business Response
Date: 04/07/2023
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.

I've reviewed your complaint details and I'm sorry to know that you are unable to review any items on our website.

I wasn't able to reproduce the problem you had, but I'd like to report this problem to our technical team for further research.

Please write back to us with the following information:

* URL for the page where you experienced the problem
* ASIN/ISBN of the item you're trying to review, which you can find at the product page under product information
* Full error messages you received
* The operating system on your computer (for example, Windows 10 or Mac OS X)
* Your browser type and version (for example, ****** Chrome)

Awaiting for your response. 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
***********************************

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