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

59,759 total complaints in the last 3 years.
21,478 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:03/22/2023
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 abusive ex-husband somehow got into my Blink account and changed the password and email for notifications to his email. Because he did this I could no longer access the Blink app, cameras, etc. The cameras are linked to my Amazon account and blink told me they can only unlink it if he unlinks it. I tried for a year and a half through our attorneys and he won't do it. He is a narcissist and loves to control and manipulate others and loves to cause me pain. I moved into a new place July 2022. I had to buy all new cameras and video doorbells and was not able to link them to my email or my Amazon account. I had to use my business email and link it to my daughters Amazon account. My daughter will be moving out within the next year and wants to get her own camera system, but if she does that I will no longer be able to use mine. I just got off the phone with ***** trying to get them to help me once again. They told me they are very sorry, but they cannot unlink my old blink cameras (even though I have the cameras) from my very own Amazon account. Only my ex-husband can. How is that right? They are protecting the abuser and I am being punished for it. This is so wrong on so many levels. How could he change the notification email and password on blink that is linked to my amazon account without some authorization from me? Why can't they unlink it myself. Not only do I want my cameras linked to my own account, but I also am nervous about what access my ex-husband has to them. I have tried multiple times to get him to unlink it through our attorneys and he claims he never did anything. Can you please help me?
Business Response
Date: 03/29/2023
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.

Thank you for bringing this case to our teams attention.

In situations of this nature where multiple people have access to the same account, our Blink support team are unable to be the arbiters of deciding who the rightful owner is, and we must assume the email address on the account belongs to the owner of the account.

In review of your contact/ticket history, I can confirm that you have contacted our support team on multiple occasions with this inquiry and has been informed of our account ownership policy each time you have contacted us.

You may go through your own legal channels to obtain the property of someone else. With this, we cannot provide any further assistance on this case. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:03/22/2023
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.
A fraudulent purchase was made on our account late February, I was able to cancel the order and we notified Amazon we did not make the purchase. The next night another purchase was made with expedited shipping, I was not able to stop the order but I did put a security code for delivery. Amazon tried to deliver the package 5 different times. Each time they called me for the code and I told them not to deliver it and send it back, we have contacted Amazon numerous times to follow up, **** of America has temporarily issued a refund under investigation, as of yesterday our Amazon account has disappeared and they cannot even trace a packages I purchased and arrived today. They say they are sending this up to a specialist but since the cant find our account or any orders they cant attach anything, it has been 3 weeks and we still have not heard from the fraud department. Now that our account has disappeared we have lost all the movies we had purchased over the last 12 years, all the books we purchased, and we just recently renewed our prime membership. We have 5 Amazon devises in our home that we cant use now. They suggest we open a new account. We are now out thousands of dollars and have had to freeze all of our accounts. Amazon has not helped us in anyway and is not returning any requests that the customer service reps send up to specialist.
Business Response
Date: 03/24/2023
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 understand your concern regarding the account issue. I'm sorry for the inconvenience caused.

I've tried accessing the details using the information you have provided however I'm sorry, I was not able to find your account too.

Could you please confirm if you have requested to close the account at anytime during the issue you have described?

If yes, then we will not able to access it as once the account is deleted, we have no option to recover the same. It is deleted permanently. If no, please share the registered email id with us.

Looking forward for the details.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:03/22/2023
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.
My order was stolen. I called them. They refuses me to file an A-Z Claim. I spoke to a lawyer. I have a legal right. To file an appeal They refused me. They keep hanging in me. They have no management no fraud department and no customer service. According to the lawyer I have a right to appeal because they did not do any investigation. How can I get my money back because of their drivers incompetent delivery. There is video and nobody added to see it because the investigation is done in ***************. I have a right to appeal. My account with ********************** is closed. My banks investigation was to speak to Amazon. They were both told thee is video available and there is a police file number. I am almost at the point of paying $250 legal fee to prove my point. I have a legal right to file an appeal I called consumer protection and they gave me a number to call for legal advice. I have a right to file an appeal. Amazon didnt contact anyone like my complex for video footage or RCMP for their investigation. I want my full refund and no further contact. Ive closed my account. I use to use Amazon a lot. They lost my business but what do they care I am just curious be person they can steal from. NO FURTHER CONTACT JUST MY REFUND. So they wont have to hang up on me in ***************.
Business Response
Date: 05/11/2023
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 have fully investigated this matter, including with the delivery carrier who delivered the package. Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular, we have considered information from our records, as follows which indicate the item as delivered:

- the timed geocode stamp of the delivery location;
- information collected at the point of delivery; and
- the package weight and reported condition upon delivery.

Accordingly, based on our investigations, we wont be able to provide a replacement or refund for this order at this time. If you think that someone has intercepted your item without your permission, this is a crime, and we recommend that you to contact your local authorities if necessary in order to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact ** back during the business hours of the related police department with the *** to the online police report or the following information:

- ********** report number regarding this incident
- The name of the related station
- Crime Reference Number/*** of report/Reference number provided

Please contact ** back when the police report is complete. We are unable to accept police reports that are in pending or any other incomplete status.

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

Thank you for your understanding.

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

*****
Initial Complaint
Date:03/22/2023
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.
For Order ID: *******************, buyer did not send back our items. Per amazon policy, amazon should reimburse us the full amount including outgoing shipping and return shipping fee. Amazon denied me because they said we did not provide the evident in time. We did provide the pictures within 5 business days when they asked for it. Please reopen this ***** claim and reimburse us the full amount
Business Response
Date: 03/24/2023
Greetings from Amazon.com,

I understand that the seller contacted us regarding Safe-t claim into MFN Order ID: ******************* that was denied.

I understand that the seller is claiming that they have provided the requested images to their appeal.

With that said, I have carefully checked the appeal thread and have found that the corresponding team is requesting the seller multiple times to provide "Photographic evidence of the item OUTSIDE the package". This will help the corresponding department differentiate the item ordered VS the item that was returned by the buyer or if the returned item is damaged.

As the seller failed to provide the above image, the safe-t claim department denied the appeal.

We understand that this it not the outcome that the seller is hoping for, but, rest assured that all of the images provided by the seller in the safe-t claim page have been carefully reviewed:

112-9685078-0898624.jpg
112-9685078-0898624_1.jpg
112-9685078-0898624_1.jpg

Thank you for raising this to us,
Amazon.com
Customer Answer
Date: 03/24/2023

Complaint: 19636801

I am rejecting this response because: I dont get the reimbursement yet

Sincerely,

Zhe Xing
Initial Complaint
Date:03/22/2023
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 have been back and forth with Amazon (the e-commerce only retail) for several weeks regarding a package I never received. I have contacted them for further help and eventually has led to the resolution of getting a refund for what I spent. The customer service agents have lied several times that I would be receiving my refund 7 days, or even 10 days out. Their "confirmation" of these transactions have been humorous emails they consider professional. The individuals continue to use words like "I can assure you" or "I promise" that I'll receive my refund when we are on the phone. BUT, they are continually throwing me in circles and prolonging the FULL refund amount. They only refunded me the tax amount of $6.24. Which I was told by the most recent agent, the full amount of $285.68 wasn't processed by the same agent who processed the $6.24 (which he said he did). Again, all of it is misleading and quite frankly, false advertising. I still have not received my full refund. The initial order date is 3/4/23. The supposed delivery date was 3/7/23.
Business Response
Date: 03/24/2023
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'm sorry for the inconvenience caused with your order:- 112-9886715-1276246 related to the refund for the item.

Based on the order level information, the refund of $303.99 which is the total amount of the order value is processed back to your original payment method.

As we can see $6.24 refund was issued on Wednesday, March 8, 2023 and the rest of the refund of $297.75 is issued on Wednesday, March 22, 2023 .

You'll see the refund on your original payment method statement in the next 3-5 business days.

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

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:03/22/2023
Type:Customer Service 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 been trying to resolve my Amazon prime account being cancelled and my account in general being suspended. I I had no prior issues with Amazon until February of 2023. I attempted to log in to my Prime account and was told it was locked due to suspicious activity. This is where the nightmare began. In total I have made at least 8 phone calls to Amazon in attempts to resolve this issue. Each time I am told that I have to submit paperwork stating the issue (which I have) and that a representative would either email or call me back. (None which have happened) I am also told that the representative cannot/ does not have access to directly connect me with the persons who resolve said issues. I find it totally ridiculous that a billion dollar company does not have the ability to directly connect the consumer to the division that has the ability the resolve the problem ( I can only assume they dont want to) I am also not able to find out whether there is still time on my prime membership that I have paid for but cannot access. This has gone on for seven weeks and when the representatives cannot give valid answers they will disconnect you. I have become very disillusioned with American customer service in general, but I am HIGHLY disappointed with Amazons handling of its customers. ******************* should be ashamed of this blatant example of corporate greed and disrespect. Any assistance in resolving this or at least an explanation on why the account was suspended/cancelled would be appreciated. Additionally, having customer service representatives that speak English well would be helpful. Respectfully, ***********************-Glass
Business Response
Date: 03/24/2023
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 understand your concern regarding the account issue. I'm sorry for the inconvenience caused.

I can see the system detected suspicious payment/order activity on your account due to which it immediately locked it in order to verify the details and provide access.

Generally these issues are resolved within ***** hrs however I'm sorry it took longer than expected this time. I can see your account is now fully restored and an email confirmation was sent on Thursday, March 23, 2023 at 8:16 AM (PDT). You should be able to login to your account now and use it as normal.

Since your account was locked and you could not use the Prime benefits, I've refunded the last 2 months charges back to your original payment; 2 x ***** USD . This refund should be reflecting back in 3-5 business days on your billing statement. Your current subscription is paused. If you would like to continue using Prime, please resubscribe.

I hope this helps.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 03/29/2023

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,

***********************-glass

I just want to be sure that my account has not been charged while I was locked out. I would like some sort of documentation regarding why my account was locked. I was not satisfied with the non explanation of why it occurred.
Initial Complaint
Date:03/22/2023
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.
ORDER # ***-3883487-7951413 on October 18, 2022. I returned 7 items including this iPad via ********** and it was successefully delivered to their *********, ** dock on Friday, December 23 at 6:00 P.M 2022. It has been 4 months and they do not refund my iPad $568.31 as of today. The ** associate confirmed that they have received my package few times. The one package tracking 1Z67561Y2602427543 was containing 7 items including this iPad. I got the refund of 6 out of 7 items in the box and it marked "Return received on: Feb 6, 2023." However, only the iPad was marked as not received or refunded so far. I contact ** again today and they did not received my item. They kept changing their sentence. This is not a *** problem because they successfully delivered to Amazon dock with proof of delivery. It takes too much time to get refund in ****** warehouse. They stole my money $568.31.
Business Response
Date: 03/28/2023
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'm sorry for the inconvenience caused with your order:- 112-3883487-7951413 related to the refund for the item.

Based on the investigation, we can see the concern team already requested you to contact the return carrier for resolution as from our end we cannot take action on it.

I request you to contact the carrier with complete information and for the resolution.

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:03/22/2023
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.
I order a chair for approx 100 dollars, received a message that it was delivered, item was not delivered. Reported to the seller and was issued a refund. However I feel I was lied to cause now that same chair is approx **** dollars. I feel now that the price was wrong and thats why I was lied to that it was delivered. They didn't even ask for the chair back that they claim was delivered.
Business Response
Date: 03/24/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:03/22/2023
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 et al, trucks have driven over my sidewalk at least five times a day for over 20 years. Thats ***** times (5 days a week x 52weeks in a year x 20 years), for each truck. These trucks are estimated to weigh approximately 4,000-8,000 pounds and needless to say, driving over the same cracks, the same sidewalk and the same curb OVER ***** times will inevitably cause considerable destruction. I have surveillance video as well as still shots of the trucks directly on my sidewalk. The curb is now hazardous and probably causing significant standing water problems. The damaged sidewalk has the potential to cause injuries to me and my neighbors (I am disabled and often trip on the sidewalk myself). The repeated driving and/or parking on my sidewalk has destroyed my sidewalk. I wrote a letter to them with attachments of photos and no response was received.
Business Response
Date: 03/24/2023
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've reviewed your request regarding the Amazon Logistics van driven over your sidewalk and causing damage. I sincerely apologize for this bad experience.

I request you to please call us at ************** and request to be transferred to "CASE Property Damage Reporting" team. This team may require certain more details aside what you have already shared in this BBB complain. I request to please share the details that they may ask for, once it is received, the team will help you further to avoid it in future.

I appreciate your cooperation and understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:03/22/2023
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 ******** Edge (2021) cell phone from Amazon on 03/11/2023 (order #***-1562902-4733039). I picked it up from an Amazon locker on 03/15/2023.I immediately realized that the phone was the wrong model and was unusable. I confirmed I ordered the correct one with Amazon customer service, then initiated the return process with the service representative. I received email instructions/label that evening (03/15/2023) and dropped it off with *** on 03/16/2023 (*** tracking # 1ZR7Y0129009622883)The representative assisting me with the return said they could not exchange the phone, and that I would have to receive a refund and then repurchase the product. However she said the credit would appear to my Amazon account within three to four hours due to the inconvenience and the mistake.Upon following up again on 03/17-2023, a representative proceeded to inform me that that was not the policy and that I would have to wait for a refund until the product was received back at their facility. There was a heated discussion regarding the fact that it was their mistake originally and that I was told incorrect information. Representatives informed me that there was nothing they could do.Another follow-up call on 03/21/2023 I informed the representative that the website no longer indicated that a return of the cell phone was initiated! The representative said that it still showed in their system that it had, that the cell phone was delayed by ***, and that even when they do receive the product I will have to wait over a week for my refund.This whole affair was not my fault, I paid money for a product I did not receive and still do not have, nothing was done to my satisfaction by the customer service Representatives, I was even hung up on twice.I would like my money refunded immediately, and compensation for the anxiety and inconvenience it has created, due to lack of a cell phone to use, cost of a service I can't use, and the distress of going through this.
Business Response
Date: 03/24/2023
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 understand your concern regarding the refund for the returned order. I apologize that the wrong model was delivered and for the wrong information you have received regarding the refund timeline. I've shared the feedback with our team to ensure this is checked for necessary action.

Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 30 days. This additional time allows our ************** to find and process the item you have returned.

The ************** has to complete the return processing before the refund is initiated and we are waiting for the carrier to deliver it at our return center so that we can get this processed at the earliest.

I understand you would like the instant refund as well as compensation however I'm sorry, we are unable to process it. As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. If you don't hear from our ************** within 30 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

For more details on refunds timeline, please visit the following link.

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

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 03/24/2023

Complaint: 19635995

I am rejecting this response because:
It is the responsibility of the company to make sure their customers are satisfied no matter what the size of the company might be. This was a mistake from the very beginning on Amazon's part, and although I understand mistakes can be made that does not alleviate them from being responsible and accountable.
It is clear that the cell phone I received was not the the one I ordered. It is also clear from the information I provided that I have initiated the return on good faith, and that any delays are not something I can control and should therefore not be held accountable for. This information makes no difference to Amazon. I'm not talking about receiving the wrong size of clothing or a defective appliance, for either which their policy makes sense. I have even got as far as to say I would accept a credit to my account instead of having the actual money refunded, so that I can purchase the the cell phone from them it's still no consideration has been given. If their policy is to provide a product or service that has been paid for, yet not provided, then by all accounts that is not only misleading, but as far as I know it illegal.
I have been in the business world on many levels for many years and I know that any good business can and will make exceptions in certain situations and that the satisfaction of their customers should be one of their top concerns at the very least. This whole affair has been unacceptable at the very onset, and no amount of apology from a representative in another country even though totally not their fault, is going to make me whole.

Sincerely,

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

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