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

59,348 total complaints in the last 3 years.
21,738 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: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 robe in November from Amazon, order# ***-9307364-8300209 for $43.29. Now the zipper will not work at all and they are refusing to refund all of my money. Amazon told me I had to send it back, at my expense, and I would only get 50% of my money back. This is not acceptable. I want all of my money back and if they want me to send it to them, it will be at their expense.
Business Response
Date: 04/03/2023
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 you have placed the order on Friday, November 4, 2022. The return time expired on January 31, 2023.

Post the return time we are unable to accept any returns.

Normally, post return time, its manufacturer's responsibility to either fix the item or replace it. You may want to contact the manufacturer to see if they 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: 04/04/2023

Complaint: 19887123

I am rejecting this response because:

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.
Ive been having issues with Amazon since February about tablet so I sent back to them to be replaced or repaired under warranty. Well after almost two whole months they came to a solution because the tablets were out of stock and gave me a credit to get more tablets but the specific ones I wanted were out of stock as well so I decided why not use the credit for basic necessities. I placed my orders and I went on vacation. My first set of items were delivered on march 31st and the second set of items were delivered on April 1st. Both deliveries had items missing and Ive been contacting them for the past two days to understand how my items were missing if they were supposed to be packaged in one order. I have 4 items missing. One representative emailed me and said she would provide me with a replacement or refund if I didnt receive everything my Monday. Today is Sunday I contacted them again to be sure and to my surprise every agent I spoke with basically told me they could refund or give me a replacement because of an order that I reported as missing months ago! I also have proof on my ring camera that order was never delivered but because they gave me a refund for it they refuse to refund or replace my items that are missing from my packages which I have also taken pictures of ! This is ridiculous my main solution was a replacement considering I paid with an Amazon gift card ! But this is ridiculous and their customer service communication skills are awful!
Business Response
Date: 04/04/2023
Hello ********,

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

A careful review of your account reflects that the correct information has already been provided.

Were sorry to hear that you havent received your item(s) from order #***-9107748-1715469.

Based on the results of our investigation, we aren't able to provide a REPLACEMENT/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." See ************************************************************************************ for more information.

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.

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

Regards,
Pratap

Customer Answer
Date: 04/04/2023

Complaint: 19887029

I am rejecting this response because:I couldnt understand if it was risk of loss if my packages were stolen or missing but this is something that happened inside of your Amazon warehouse ! Never once did I say packages were missing I said items were missing from the packages and you guys refuse to replace them because of a package I reported missing a whole year ago! This is why I wrote a complaint because this is seriously ridiculous and inconsiderate and at this point someone needs to pull cameras because theres no way my items should not have all been packaged when I ordered them at the same time. Every single item should have been in those packages !

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 preauthorized my card for validation purposes according to one of their supervisors named *****. According to this gentleman, it is their business practice to run any cards saved to your wallet to verify validity even when you have no open memberships or transactions with them. This is quite frustrating as my credit card company has now shut down my card due to this possible fraudulent activity. I would like Amazon to provide me with documentation that shows that it is legal for them to verify cards with no pending transactions.
Business Response
Date: 04/04/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the Card Payment Verification on Amazon.

When you place an order, you may be asked by your bank to verify the purchase. Your bank may ask you to verify using finger-print or facial recognition technology that is already in place, or by entering a unique security code sent to your email or by text message. You will need to follow the instructions on your bank's website before completing the purchase

To verify your card payment using a unique security code, check your phone or e-mail inbox to retrieve your code and enter the code as prompted.
Once complete, youll be redirected back to Amazon and get a confirmation that your order has been successfully created.

If you get an error message or cant complete verification successfully, please contact your bank or visit your local branch, as they might be able to provide further details on why your verification has failed. Then you can try completing the process again.

I hope this helps.

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

Regards,
Pratap
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.
There is no reason for this account to be closed. This is an account I have barely used and it's completely wrong for Amazon to have locked me out of it.
Business Response
Date: 04/12/2023
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.

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

We notified the customer of this decision by email on 4/12/2023.

Sincerely,

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

Complaint: 19886874

I am rejecting this response because: they did not unlock my account.

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.
I purchased a cat back exhaust in dec 2022 and after receiving it I decided too go another route so I sent back the product. the credit card I used to pay for the cat back system was hacked and my bank closed the card and issued me a new card. my bank and amazon both tell me as long as its the same institution the refund should go through. amazon received the product back on January 9 and I still have not received refund. too many phone calls to list as well as emails. in February they told me they would send a paper check but I never received any check. they owe me ******* and I feel like I'm never getting it back. I call 2 or 3 times a week and talk to amazon reps who assure me they can help me but the next day I receive email telling me a refund could'nt go through, no one can ever tell me why refund cant go through but then assure me they can help me and we start the whole process again. can you please help me get my refund. Thank You
Business Response
Date: 06/02/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the order 112-9135052-9191440.We processed a refund of ******* USD to your bank account on ************** should have already received a refund.
If you need more information about the refund, please contact your card issuer.

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

*****
Customer Answer
Date: 06/03/2023

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:
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,

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

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