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.
21,511 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:03/20/2023
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 was told to file a police report about an item that was left in a location I specifically asked ( In my Delivery Instructions) for my purchases to not be left because other tenants in this rental home steal packages ! I have proof of my delivery instructions as well as proof that the item was left In the exact location I specified it not to be as well as proof of a different delivery to the right place ( outside my door ) !The order number is 111-3099449-0053806 and the email on the account is *********************
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.

Were sorry to hear that you havent received your items from order #***-3099449-0053806.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item hasn't been delivered to you. Shipments that aren't received are inconvenient for you and costly for Amazon.

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 show the item was delivered:

- Information collected at the point of delivery.

- The package weight and reported condition upon delivery.

You may wish to contact your local police authorities to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- If the Police Report was created over the phone: The name and badge number of the reporting officer.

Were unable to accept Police Reports that are in pending or any other incomplete status. The Police Report must be filed before Friday, 28 April 2023 and provided in English or Spanish to be considered for review. Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

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 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,

*******************************
Amazon.com
***********************************
Initial Complaint
Date:03/20/2023
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 name is Bilal ****** and I have been working on Amazon as a seller and shipped all the orders on time, but Amazon deactivated my account and holding my funds in the amount of $3382.92 without providing any further information, it has been 7 months and I am still trying to recover my funds at least. I have never done any fraudulent activity and never engaged in any activity that ***** Amazon or its customers and always tried my best to abide by Amazon's policies but My account is still deactivated I have been under debt all this time but the Amazon team is not responding or disclosing any information so that I can work if there is a problem at my end. please help me for the resolution of my problem
Business Response
Date: 03/25/2023
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 02/14/2023.

Thanks,
Amazon
Customer Answer
Date: 03/25/2023

Complaint: 19626664

I am rejecting this response because: we have not done any fradulent activity that ***** amazon or its customers. please review the attached appeal that we submitted to Amazon so that they can reactivate our account and release our funds, but we are not getting any response from them

Sincerely,

Bilal Danish
Business Response
Date: 03/30/2023
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2023-02-14.
Business Response
Date: 04/04/2023
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2023/02/14.

Merchant Credit Team Amazon.com

Business Response
Date: 04/11/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Regards,
Merchant Credit Team
Initial Complaint
Date:03/20/2023
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 March 14,2023 I Placed A Order With Amazon Order Number: 114-2087433-0070617.. The Wireless Carplay Adapter Was Defective And Will Not Connect With My Car.. I Had Dispose Of The Item And I Called Amazon To Request A Refund.. They Advise Me It Will Be No Refund Unless We Receive The Item.. I Advise I No Longer Have The Item.. They Advise Me To Look In Garbage And ******************** Already Picked Up The Trash.. I Would Love To Have $64.19 Back To My Payment Method I Purchase With..
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.

I'm sorry to hear about the problem you've had with your Wireless CarPlay Adapter for iPhone, 2022 Upgrade Apple CarPlay Dongle for Car's Original Wired CarPlay, Convert Factory Wired to Wireless CarPlay, fo.

We understand that you've already disposed of the item.

We wont be able to provide a replacement or refund for this order unless we receive the original item back.

If you'd like to return a qualifying item in the future, you can create your own return label by visiting our ******************** (*************************************). Our ******************** will guide you through our full return policy and assist you with detailed instructions to create your own personalized return label.

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,

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

Complaint: 19626495

I am rejecting this response because:

Sincerely,

**********************
Initial Complaint
Date:03/20/2023
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 purchased order number 111-2560339-8980244 totaling. $150.48 Amazon not only charged my debit card $150.48 they put a 5 day hold for the same amount on my account, after they had already got their money. This cause my account to go into overdraft. Amazon gave me the run around. saying they were afraid they were not going to get their money, when they received their money on the 15th, the hold was also placed on the 15th of March and is set to drop off today. My bank would not help me. How can this be legal? What gives businesses the right to put a hold on someone's account.
Business Response
Date: 03/22/2023
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 for the inconvenience caused to you with your Amazon order #***-2560339-8980244. Upon checking, I see that we've authorized $150.48 on Tuesday, March 14, 2023 5:50:05 PM PDT which was already settled on Wednesday, March 15, 2023 1:21:45 AM PDT.

You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.

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,

*******************************
Amazon.com
***********************************
Initial Complaint
Date:03/20/2023
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.
Three charges were made to my account; January 18, February 18, and March 18 from Amazon for Amazon Kids per my bank. I provided the purchase transaction IDs so they could be looked up since they werent made on my actual Amazon account. When disputed with Amazon I was informed that those charges were correctly applied to my card but it wasnt from my Amazon account. It was verified that the account in question did not share my name, my address, or the names of my children or other family members. It was verified the individuals last name did not share mine, and he then asked what my daughters name was. I explained we had three sons but no daughters. The representative wanted me to guess the names of all the people I knew with kids that had bought Amazon Fire Tablets. After an hour of cat and mouse and refusing to transfer me to someone else and refusing to remove the illegally added account from the mystery account and refund the charges made fraudulently I asked for a supervisor or even the supervisors supervisor. The representative again refused and told me cancel the card and lose the money because my bank doesnt dispute transactions under a certain amount of money. I asked repeatedly to speak to a supervisor and was told Ill just get the same answer, but then wanted me to continue to guess this females name and said it was my fault they had access to my card because they had to enter it somehow. He stated the date my bank information was added to this mystery account was January 16th, but refused to do anything about the charges or removing my bank information because I couldnt provide the security information for the mystery account I do not own and did not authorize these purchases for that were made fraudulently from my banking information.
Business Response
Date: 03/22/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking, I was able to find the charges on another customers account but, for security purposes, I am unable to share the details with you. If you still do not recognize these charges, please dispute the charges with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

Thank you for bringing this to our attention. It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 03/22/2023

Complaint: 19626255

I am rejecting this response because:

I am not asking for, nor did I ever, ask for the details to be shared with me, only to have the fraudulently added banking information from the unknown account and my money refunded. You have verified that the charges are in fact from an account that does not belong to me that used my personal banking information, I am failing to understand why this is acceptable to you as a business. I have explained and stated multiple times to multiple individuals that my bank does not dispute charges under $10, and since there are multiple charges just under $10 each, you are telling me that I am out the money that was stolen from me. This is beyond unacceptable. If you can access the account enough to tell me what was ordered, verify that it was a female that does not share my last name and that the mailing/billing address does not match main I see no reason why MY PERSONAL INFORMATION that was illegally obtained and used by someone else cannot be removed after my repeated requests and my money refunded. It is shameful that Amazon supports fraudulent transactions and theft of banking information and is attempting to put the responsibility on the innocent parties to rectify it. The only reasonable, responsible, acceptable, and respectable resolution to this matter is to have my banking account removed from the other account and my money refunded.

Sincerely,

*************************
Initial Complaint
Date:03/20/2023
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 Gateway 15 inch laptop's mouse does not work. Amazon has not responded to my phone call to replace it.. Amazon must deliver a working replacement by noon, eastern, today.
Business Response
Date: 03/22/2023
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 for the inconvenience caused to you with your Amazon order #***-0045012-0769049. Since the item was sold as a whole we are unable to send replacement parts. In this case, you can return the item for a refund.

You can also reach out to seller regarding this issue. Here's the link to contact seller: ***********************************************************;

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 03/23/2023

Complaint: 19626214

I am rejecting this response because: i WANT AN, IMMEDIATE, replacement, TODAY, NOT A REFUND! THE COMPUTER DOES NOT WORK! ONLY A REPLACEMENT IS ACCEPTABLE!!!!!! DELIVER IT BY 9 AM, EASTERN, TODAY!

Sincerely,

***********************
Initial Complaint
Date:03/20/2023
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 live in ****** and I like to wait at least a month before I contact Amazon about packages that have not yet been delivered. Mostly, because everything we order comes by cargo jet to our town. I called Amazon on Thursday, March 16, 2023 at 2:11 PM (the call lasted for 24 minutes). I explained to the agent ******* and he was not only rude, but said to file a police report. I tried to explain that is not the process where I live in ******. We do not have *** stores but a company that acts in the manner by receiving all USP packages. I contacted that company before I ever called Amazon and they had no packages for me. I explained to ******* its been over a month and the packages still have not arrived. All I wanted was a refund or Amazon credit for the packages that have not arrived in over a month. The total from order ending in **** is $16.83 and from order ending in **** for $51.90 because I need to replace those items.
Business Response
Date: 03/22/2023
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's# ***-0619933-1572248 & 113-2795758-9805025 as you mentioned that you didn't received the order.

As we can see both the orders are sold and shipped by seller. In this case I've contacted the seller on behalf of you regarding the status.

I request you to wait for 48hrs for the seller to reply with the information and you can respond. If the seller is not responding or not helpful we can check for further options like a-z claim.

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:03/20/2023
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 was hacked Dec 22, 2023, hacker changed my email, phone number + enabled 2FA on their device (i never enabled 2FA). I called Amazon multiple times and they kept telling me okay we will have a speacialist reach out in 48 hours and that they may be able to confirm my identity and then i they can revert my account back but i never got an email, i call back every 48 hours wasting my time because they tell me the same thing and i never recieve an email. About 1 month later my account is now able to be reverted to the old email and phone number so i can now change my password but 2FA is still enabled with the hackers device. I called ******************** to disable 2FA they referred me to a link to submit my ID to disable 2FA. I completed the task and now my account is locked so i can no longer submit the form again. I have called and they say that they can not check my account because its Locked and the specialist needs to do it and that they would contact me. I called now maybe 20 times every 2 days and theres still no resolution. Currently:Amazon account password changed but 2FA enabled and dont have the device to recieve **************************** customer service says they cant make changes for my 2FA becuase Account Locked. Ticket to speacalist team but no one ever sends me an update.I just want my account access back because of another business that i have attached to the account but im not able to log in and continue my business.
Business Response
Date: 03/22/2023
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 complaint and I understand your concern in this matter.

In order to troubleshoot the issue you need to contact us over phone and get in touch with account change team.

They will be able to help you access your account. Here's a link to our Contact Us page:

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

Should the you have trouble reaching us via the contact us page, then you could call using the following numbers: U.S. and ****** ************** or **************.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:03/20/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has been delivering the wrong packages to me for the past six weeks. They are for the same neighbor every time - ********************* at ******************************************************. The code on her last box was TBA305835157797. I have contacted Amazon 4 times to no avail. They don't care and the delivery kids are too lazy to read the address. I am 71 and can't keep doing their delivery.
Business Response
Date: 03/22/2023
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.

Thanks for letting us know about the issue with the information, using that I've forwarded the issue to the concern team to work on it .

The team will investigate the issue and update the system so that such things won't get repeated. I request you to let us know if there is any repeated issues.

However it might take 2-4 days to update and implemented.

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
***********************************
Customer Answer
Date: 05/31/2023
Please reopen Complaint #********, Amazon has begun delivering the wrong packages to me for the same neighbor again. Her name is ********************* at ************************************************** 68025. Amazon Code - TBA306946851556. My address is ******************************************** Fremont, **. 68025. After the original complaint, they didn't do this for about 2 months.

They're doing the same thing again. Please get them to stop

I want the two packages addressed to ****************, that are on my porch, picked up at the earliest possible date. I do not want them to deliver her packages to me again. They are usually too heavy for me. I am 71 years old.

Thank you very much.

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

************
Business Response
Date: 06/08/2023
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.

Based on our investigation, the mentioned order has been delivered to correct location only.

In this case to take any further action the purchasing customer has to contact our customer service team or they need to update the delivery instructions.

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:03/20/2023
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.
Date-3/4/2023 Anount- $9.40 Business -Amazon digital (*H56JK88BO)This was charged to my *********************** card, I have not used this card in a long time.And I do not have an Amazon account Credit card company was notified and card cancelled.
Business Response
Date: 03/22/2023
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.

Based on the information provided, we are unable to get the charge details using the information.

However as you mentioned that it is cancelled by bank, the charge will be reversed and you can get the amount back to your account.

If it is not refunded you can contact the bank and raise dispute the charge to get the refund.

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

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