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

59,704 total complaints in the last 3 years.
21,549 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:03/04/2023
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 received a Best Buy gift card from Amazon as a gift. The gift card indicates that only a Best Buy representative can activate the card. I spoke with 3 different representatives who were not able to activate the card. I was advised to contact Amazon. The Amazon representative could not activate the card. He was rude, said he was going to delete the card. I asked him not to do that. So I still have a gift card that I cannot use.
Business Response
Date: 03/06/2023
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'm sorry to know that you're unable to redeem BestBuy gift card you received from Amazon.

Branded gift cards can be redeemed with the specified brand partner. It looks like there was an issue activating it. In this case, request you to help with gift card details, so that we will be able to help you further.

I hope they reach us soon so we can help solve this problem quickly.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 03/09/2023

Complaint: 19538283

I am rejecting this response because:

I received email from Amazon indicating that they are still unable to activate the gift card in question. She asked for gift card number and pin which I promptly replied. FYI, I also received a ********* gift card from Amazon which ********* activated in about 5 seconds. This is a simple request for Amazon to activate their Amazon gift card. I have made several calls to Best Buy & Amazon with no results. I do not want to be out of $25.00. Maybe Amazon could send a replacement since this card seems to be a problem. I would like to keep this case open until a resolution is reached.
I appreciate your assistance in this matter.
*****************************;

I received the response from Amazon requesting more information about the gift card they haven't activated. I received a ********* card from Amazon and ********* had the activated in 5 seconds. Amazon issued the gift card, they should be able to activate their own card. I have made many phone calls to Best Buy and Amazon, and this simple request has not been honored by Amazon. I do not want to be out of $25.00 due to Amazon's actions not to activate the gift card.
I appreciate your assistance in this matter and request this case continue.
Thank you.
*****************************;
Business Response
Date: 03/15/2023
Hello *********,

I'm sorry, I'm unable to view the gift card number due to security issues.

In this case, we would request you to share a picture of the gift card.

Awaiting for your response! We look forward to see you again soon.

Regards,
Sandhya
Amazon.com
*****************************
Initial Complaint
Date:03/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased 3 cell phones on 10/25/22 with amazon prime membership delivery.Order #***-7544332-0840269 Order #***-8348084-9121016 Refund requested on 12/22/22 for 2 Cell phones in the amount of:- ******* Galaxy s22 ultra - $1,199.99 + tax - ******* Galaxy z fold 4 - $1,569.99 + tax Return method was *** at home pickup (only return option allowed).Returns were handed to *** on 12/23/22.Return 1 tracking # 1z67561y2602709015 Return 2 tracking # 1z67561y2602697761 Tracking confirms the packages was weighed and handed to an amazon return center employee on 12/27/22. Amazon is refusing to issue a refund. I have called numerous times and fulfilled all of their requests in contacting ***. Amazon is refusing to start an investigation or follow through with a 3 way call that *** has requested to resolve this issue. I have done everything by the books for on this refund and it has been over 2 months since the returns were made. I would like my money back.
Business Response
Date: 05/02/2023
Hello,

We have denied the customers request for a refund. Customer raised re-disputes on these orders 112-7544332-0840269 & 112-8348084-9121016 and these re-disputes have been closed in customer's favor by their card issuer. Kindly request customer to reach out to their card issuer for more information on this reimbursement.

Sincerely,

******
Amazon.com
Customer Answer
Date: 05/12/2023
Hello

Regarding case #******** I did not get a resolution from Amazon. I contacted Synchrony, who my amazon store credit card is through, and filed a fraud complaint. Synchrony issued me a refund within two days of bringing up the complaint with the proper evidence documentation.

-***********************
Initial Complaint
Date:03/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello and thank you for your help in the past dealing with unscrupulous businesses and individuals, This new problem deals with Amazon, whom I had always believed was an upstanding honest company. Of course, I understand that they have their share of incompetent employees, and that management may not have been informed of my many inquiries about this problem. That would require more supervision. Perhaps. BBB can get their attention. **************** is hit and miss, because it is almost impossible to talk to a real person, and the robots on the phone and online are programmed to dictate what question a customer is allowed to ask, as are the provided answer, both of which have no relation to the reason for the contact. I had ordered and pain for a mobility scooter from Amazon December 16, 2022 for the advertised delivered price of $445.00. After it did not arrive when promised and for several months after. I tried to make contact. Several responses to my questions of when will I get it arrive were dates in the future, each date later than the last. After I gave up, Amazon issued a refund to my credit card account for that purchase. A while later, the order was repeated, without my knowledge, at a cost $50 higher that I had agreed on, and I was billed and paid $495.00. I was told by a rep, that a $50 refund would be issued, and that did not happen. I thought Id wait until the scooter arrived and take up the issue of the $50 overcharge then. It did not arrive, and based on my recent experience with Amazon and with the fraudulent vendor, I know that it will not be delivered. I was told that it had been returned and that I would receive a refund for $495 in about 5-days. I had not returned it, because I had not received it. The refund was not issued to my bank nor to me. Someone at Amazon lied and told me a gift card had been sent to me via an email address that I had never used with Amazon. I checked that email and there were no messages from Amazon. I told them I do not want, nor will I accept a gift card, because I paid instantly, and thats how the refund must be issued. i dont want to have to use a gift card with a untrustworthy merchant I probably will not be dealing with again after they have caused such grief and hassle for me. I have concluded that Amazon is likely in collusion with the fraudulent vendor of the scooter and is trying to avoid refunding my money. Thank you.
Business Response
Date: 05/02/2023
Hello,

We have denied the customers request for a refund. Customer raised a dispute with their card issuer on this order 112-7967743-4686650 and the dispute is now closed in customer's favor by their card issuer. Kindly request customer to reach out to their card issuer for more information regarding this reimbursement.

Sincerely,

******
Amazon.com
Initial Complaint
Date:03/04/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order Placed: February 16, 2023 Amazon.com order number: 112-5834251-4109841 Order Total: $448.65 Shipped on February 17, 2023 Items OrderedPrice 1 of: ***************** JNS09 Maple Top Work Table with Galvanized Steel Base and Adjustable Galvanized Lower Shelf, 48" Long x 30" Wide x 1-1/2" Thick Sold by: Amazon.com Services LLC Condition: New Table arrived cracked in multiple places on tabletop. I returned table via *** store on Feb 18th and Amazon has never acknowledged receipt, and there is no progress of refund.
Business Response
Date: 03/06/2023
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 the order and see that the return has been processed Saturday, March 4, 2023 in the amount of $448.65. You will see the refund in 5 business days.

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: 03/12/2023

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. This assumes refund is actually issued, which it has NOT thus far.

Sincerely,

*******************************
Initial Complaint
Date:03/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item from amazon a headset which I recieved, when i opened the item the box looked like it was tampered with and inside there was a different item then what i paid for. I proceeded to start a return and choose wrong item delivered and explained what happened and amazon instructed me to send it back for a refund. Fast forward a week or 2 i get an email from amazon accusing me of sending back the wrong item on purpose and that they have discarded said item and will not issue a refund until i return the correct item. Which is absurd as i explained the situation clearly to them. I have spoken to mutliple reps and even emailed the ceo which i have gotten responses from the executive team, but each and every rep just copies and paste the same thing over and over disregarding every thing i say to them. No one cares and they blame me as a criminal, and at the end of it all they outright told me they would stop responding to me as there decisin is final. I am now out 300 dollars for no fault Of mines, i have been treated with the lowest respect and in my 30 years of living have never been treated with so much unimportance as if im lower then them. I have been subjected to horrible customer service and is deeply disturbing how they treat customers. I have been a loyal customer for years and a ********************** member but none of that matters to them. I have also read multiple reddit post and even news article where others have gone through this aswell. I am not sure whats going on with amazon but they are not the company they use to be. If this does not get resolved i am currently in process of sharing my story with my local news ksl ************** and reaching out to other news outlet. PLEASE MAKE THIS RIGHT AMAZON FOR A LOYAL CUSTOMER! I AM NOT A CRIMINAL! Order #***************************************
Business Response
Date: 04/05/2023
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.

After additional review, I can confirm the information provided on March 2, 2023 from ********* one of our representative from our Executive Customer Relations team is correct. As discussed, We received an incorrect item instead of the original item, *****INZONE H7 Wireless Noise Canceling Gaming Headset WH-G700, in your return of order number 113-1458159-5385818 but correct item was delivered to you.

We are unable to take any action unless until we receive the correct item. I would request you to see if you might have similar headsets and might have mistakenly returned incorrectly.

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.
***********************************
Initial Complaint
Date:03/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
December 30, 2022, we paid $139.94 to Amazon for Prime membership for the year to save money as we are an elderly couple on a fixed income. The payment can be verified through Amazon Synchrony Credit card and our January 4, ************************************************************* the amount of $149.59. They had billed us twice, we straightened that out, but in updating our information of phone number, email, address, AMAZON completely deleted, erased,eliminated our ACTIVE account and all payment history. They are insisting that we either didn't have the account or we cancelled it, which we DEFINITELY did not. AMAZON also deleted $10 worth of gift cards I had earned taking stupid surveys just to earn extra money. I have a phone call history of being on the phone with them for six hours between 1:30 and 7:30 on March 2, trying to straighten out the mess they made. I repeatedly got disconnected, transferred, and no notes were taken about our conversations. While this is not a health provider issue, we just recently made a payment of $1646.72 for a motorized wheelchair that my husband now needs and we order vitamins on a regular basis through Prime all through the year. The main point is that Amazon deleted all information from the active account that my husband had for at least 11 years with payment history. They kept an inactive account that we didn't even know we had with my first name, but we never saw it or used it, he thought he was just adding my name to his account. They told us we were locked out of the account in my name, so THAT was the one that was supposed to be cancelled and we were just going to use the account with a long payment history, including Prime membership for free shipping. Instead they completely eliminated all information about our paid up account, start a new one with my name, but refuse to credit us the Prime membership and our $10 gift cards. We were told to file a dispute with ************** and they would credit it, we did, but they still refuse to credit it.That is a lot of money to us since my husband is a a disabled ******* Veteran, has several Agent Orange caused health challenges and we have several medical bills. Although I have screenshots of phone call history and online payments, I can't figure out how to upload that info, although I have spent many hours trying to. Please may we follow up as I will continue trying to understand how to do provide all the payment infor that we have. We greatly appreciate any and all help.****** and ***********************
Business Response
Date: 03/06/2023
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 issue you had with the account.

I have used the email address in the complaint and found that you previously requested to close your Amazon account, we will not be able to reopen this account, as outlined in the terms of What Happens When I Close My Account:

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

Here's how to create a new account on Amazon.com:

1. Go to our homepage: ******************************
2. Hover over Hello, Sign in/Accounts & Lists, at the top of the page.
3. Click New Customer? Start here and follow the prompts.

If I am using the wrong email address, please use your account email and contact us so that we can look into this issue further.

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

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:03/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was attempting to set up a new Kindle to my account and was able to login with no issues on the Kindle and, initially, my computer. After submitting the request for the 3 month free trial of Kindle Unlimited I received an email that my payment information on the account was invalid. I followed the link and updated my payment information. I was then promptly locked out of my account and told to call customer service. The rep I spoke with offered no help and said I had to speak with a specialist who would call or email (she didn't know which) within 24 hours. This ended up being completely false as after waiting 10 minutes I received another email and was able to gain access to my account. I then learned that because Amazon deemed me as a fraudster on my own account, my recently added payment information was deleted and the Kindle Unlimited trial was deemed to be fraud. I then contacted support again for assistance with resetting my Kindle Unlimited 3 month trial. After over an hour on the phone with a representative he had given me multiple incorrect answers (saying my account had never been used which is why it was locked and that the only way I could get Kindle Unlimited was to create a whole new account). After asking for a manager multiple times and being lied to that this was not possible he finally admitted he could connect me. The only option I was then provided was to pay for the subscription and then call back every month for 3 months after the charge posted and ask for it to be refunded. I was offered no option to have anything in writing to confirm that I could actually have these refunds. It's completely unacceptable that a tech company does not have a better solution for an error they created. I did nothing wrong and have to waste my time over the course of 3 months to fix an issue I did not create? Absolutely ridiculous. I do not consider this a reasonable solution and would like my account properly unlocked and trial reset.
Business Response
Date: 04/19/2023
Hello Alyssa,

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 account.

I hope the issue is already resolved as you have been granted three months free Kindle Unlimited by issuing refund for the subscription.

I hope the issue is already resolved.

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.
***********************************
Initial Complaint
Date:03/04/2023
Type:Delivery 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 picture frame ******. Amazon said it was delivered 3/2/2003 around 10am with a picture of the hosue next door. I told them it was sent to wrong address. Im not familar with those neighbors so I didnt knock on the door. I think its an Air BNB anyway. They advised me I would have to wait until today after 6pm to file complaint. I contacted them after 6pm and was advised I need to file a Police report. I contacted ******** ******************************* and was advised that I can NOT file a Police report because its not stolen it was placed on wrong doorstep. To file a report stating something is stolen when its not is falsifying police documents and is a federal offense. He advised this was Amazon new tactic foe misplaced deliveries per insurance cost. I contacted Amazon back and they said they cant give me a replacement or refund without police report per value of product. I was asking for a replacement but at this point I want my money back! I have attached a picture of the delivery. I live on the 2nd flr this addresa clearly has a porch.
Business Response
Date: 03/12/2023
Hello Deceshia,

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 to hear about the problem you've had with the delivery of order 111-2347474-4052213 and want to thank you for bringing this issue to our attention.

I've reviewed your account and previous correspondences, and I've requested a refund for $156.97 to your original payment method. You'll see the refund on your credit card statement in the next 3-5 business days.

On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

If I can be of further assistance with this matter, you can contact me directly by replying to this email. If you prefer to speak to me by phone, please let me know of a specific time you will be available.

Deceshia, thank you for alerting us to this issue and for being a valuable member of our Amazon family. We look forward to serving you in the future.

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: 03/15/2023

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:03/03/2023
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.
Amazon sold me Tones taco spice. I was alerted today on their website that there was a safety recall. obviously concerned, I called them for specific information as to why it was recalled and what is wrong with it. Instead of giving any specific information, they took me in circles about an email notification. Nobody could help me at all. There appears to be no one at Amazon who is trained in customer service, or has the least amount of common sense.
Business Response
Date: 03/05/2023
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 recalled item. I'm sorry for the inconvenience caused.

I understand you would like to know why it was recalled and all other relevant details. Unfortunately we do not have information on it. We have been notified by *** about it and we wanted to make sure all the purchasers are aware of it hence we update it on the website and/or send the email notification regarding the same.

However if you would like to know more about the recalled item(s) and their reasons, please contact the manufacturer "B&G Foods" by calling ************ Monday through Friday from 8:30 a.m. to 6:00 p.m. Eastern time or by submitting an online contact at *********************************** will be able to check and will be in the right position to answer this for you.

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:03/03/2023
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 ordered an unlocked phone on Amazon.com but when I got the phone it was locked by ******** I called ******* to get it unlocked,they told me they can't and that the phone was stolen. Amazon refunded me the cost of the phone and suggested I try again so I did. 2nd phone arrived today and it to is locked. I bought the new phone so I could attend an online class., needed it for 2fa. I was told that even if ***** is the seller and shipper there is no way to guarantee it will be unlocked, and yet they allow them to be advertised as unlocked phones
Business Response
Date: 03/05/2023
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 that you have received a locked phone twice when advertised as unlocked.

I've shared the feedback with our team to ensure this is checked for necessary action and I see the seller was contacted for this issue. They have sent a message on your registered email id requesting for the following information.

"""""
1- The name of the wireless carrier
2- The IMEI of the device
3- A screenshot/ picture of the error message received when inserting your SIM card
Once this information is made available to us we will do our best to provide you with a possible solution!
""""""

The email was sent on Sunday, March 5, 2023 at 7:54 AM (PST). I request you to please reply to that email so that the seller will be able to check and help you further.

Alternatively, you may return the order back to the seller using the return label created on your order which you can access through Your Account > Your Orders > Open this order > Returns and Refunds, so that a refund can be issued on your account once the seller receives the item back at their return center.

Thank you for your understanding and cooperation.

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

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