Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48,151 total complaints in the last 3 years.
17,735 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:09/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon Web Services (***) charged my Citibank credit card 14 times from 4/3/22 to 8/3/22 despite my not having an *** account since 2018. Prior to this, the last charge from *** would have been in 2017 or 2018, making these unprovoked, unexplained charges 4+ years later surprising & worrying. I contacted *** multiple times about the unknown & unauthorized charges to my credit card. They refused to tell me anything, saying via chat on 8/11/22 that I had to be logged into the specific account incurring the charges in order for them to speak with me, but they also refused to name which account that was. I explained that the only *** account I have ever had access to, I had opened in 2017 for a student project using a student email address, and as far as I recall, I had closed in 2018. I graduated in 2017 and that student email address no longer exists, so even if there were still an open account, I would not be able to log in due to their login process requiring a code sent to the email attached to the *** account. *** will have received bounce back emails & therefore knows that the email account is closed & that any information they may have sent there is not reaching me.*** said that I should dispute the charges with my credit card company, which I did. Through Citibanks dispute process, the bank forwarded me, from ***, copies of ************************* invoices for a specific account & addressed to me with my name & address. That is the only way I have any information about the charges, but I still dont understand what they are for because I havent reactivated any account or services with ***, & the bank dispute process does not allow for me to converse with ***.I have attached copies of the 8/11/22 customer service chat & the letter sent to ***. I need for *** to explain why I'm being charged 4 years after my last interaction with them, to close any account and/or services attached to me, & to zero out any charges from the past to now.
Business Response
Date: 10/12/2022
Hello ********,

I'************* 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'm extremely sorry about the unexpected charges from AWS.

I've forwarded this complaint to our AWS specialist team for further assistance. They have informed that you need to contact AWS Support with the case id *********** regarding this issue and provided the below options:

1, If you are unsure of which account is associated with the charges, recommend that you contact your bank and work with them in order to find a resolution. The bank can cancel your credit card and issue a new one.

2, If you remember the email address on the account with the associating charges but can't log in, they recommend you to create a support case and make a request for an account ownership dispute.

Unfortunately, they were unable to provide anymore information regarding this issue.

We appreciate your understanding in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/21/2022
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 locked my account for no reason. I spend a lot of money with them. I have called daily since my account was locked 9/6 and they keep telling me itll be unlocked in 24 hours but its not. I ask to speak with a manager and the representative tells me a manager cant do anything to unblock my account. They say I have suspicious activity with my payment. I am using a gift card. There is nothing suspicious about it. I just want my account unlocked. This is ridiculous. My account is ************************* ************************ ************
Business Response
Date: 09/29/2022
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via
email. We sent this request to their registered email address on 9/11/22.

Sincerely,

****
Amazon.com
Customer Answer
Date: 09/29/2022

Complaint: 18057562

I am rejecting this response because: I have submitted several documents as they have requested but they keep denying it. My account says it needs more information but I have nothing to provide. Ive provided my bank statements as requested showing my Amazon purchasers.

Sincerely,

*************************
Business Response
Date: 10/18/2022
Hello,
We have reinstated this customers buyer account.
We sent an email to the customers registered email address on 10/18/22 confirming account reinstatement. Sincerely,
******
Amazon.com
Initial Complaint
Date:09/21/2022
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.
Amazon closed my account and refuse to restore it right after I renewed it or refund me for the renewal. Their excuse is that I have requested too many returns and they have not received the items. I have called customer service every single time I am re-charged for an item and the agents say they see the item was actually returned on their end Currently they refuse to pull any calls or look at any notes on my account that show I actually did return the items. Theres no reason my account should be closed when I have returned the items in question. I have email receipts of the refunds theyve sent. If they never actually received my items why would they refund me!?The emails they send are very vague and refuse to have anyone call you to discuss this on the phone
Business Response
Date: 09/28/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 09/28/2022

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:09/21/2022
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 August 23rd 2022 I placed and order for a scan disk 1tb flash drive.Order #***-7105932-5205001 When I received ir I tried to use it and got a message on my PC that said the disk was corrupt. I sent it back on September 6rh. I have the receipt from the *** store that it was sent back. I have been fighting with Amazon since for my refund. This is ridiculous I have spoken to multiple customer service reps who keep giving me different answers. The last rep told me in a chat they received the item on the 7th but I have to wait until the 21st to get my money back. I have not received my money back. I was also told it was escalated to their special team and would be handled in 24hours. It has not been handled. My wife called and was hung up on by multiple reps. ** this the service Amazon provides to prime members or even customers in general?You have your item I want my money back.
Business Response
Date: 09/27/2022

Hello *******,

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

I've reviewed your complaint. I am sorry to hear about the delay in refund. Weve received the item below and have issued your refund. Your return is now complete.

Rest be assured, a full refund of $161.35 has been processed to Original payment method and should be credited within 3-5 business days.

You can check the status of your return in Your Account, here:
https://www.amazon.com/gp/orc/returns/history/view

We appreciate your business and hope to have the opportunity to serve you again in the future.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/21/2022
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.
On July 26th, 2022, I submitted a request to Amazon to return an *** water cooler I had purchased from them (Order#: 113-6530190-7202624). The next day I went to *** to return it. However, I was also returning a different item to a different company at the same time and the shipping labels ended up getting put on the wrong boxes. As a result, the box that got shipped to Amazon did not have the *** in it, but instead had the other item I was trying to return elsewhere, which was an MSI ************* **** Graphics Card. The graphics card was accidentally sent to Amazon via *** with the tracking number 1ZR9Y3179049774466.Once I realized this mistake, I contacted Amazon customer service on August 8th to tell them that they were receiving the wrong item and to send it back to me. The Amazon associate confirmed they had not received the item yet, and submitted a ticket to flag it when the item arrived for it to be sent back. After that, I checked in once a week with Amazon customer service to see what the status of my item was. I was told they did receive the item at their ************ fulfillment center, and to wait up to 4 weeks for it to be sent back and that I would get an email confirmation once it shipped. 4 weeks passed and I never got an email or the item. Since then, I was told that two more tickets were put in to that center to return the item and I have still not received it back. It is now September 21st and has been 8 weeks since I initially sent off the incorrect item.I bought this graphics card very recently from Newegg, not Amazon. And it cost me $928.61. Now Amazon has it and will not return it, despite telling me on multiple occasions that they will mark it and send it back and to be patient and wait for an email. However, I have waited the 6 total weeks they told me it would take and I have still not received it. I am writing this request to BBB to either get my item back, or replaced, or reimbursed as Amazon is not helping me anymore.
Business Response
Date: 10/04/2022
Hello ****,

I'm Aqeeb 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. Thank you for sharing details

I've sent the information you gave me over to our *************** so they can watch out for the item. If they're able to find it, the ************** will send it back to you. If we're able to locate your item, it can take up to 4 weeks from the time you sent the return, for it to be returned back to you.

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

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
*****
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/05/2022

Complaint: 18056710

I am rejecting this response because: This is the exact same promise Amazon has already made to me twice and failed to follow through on. They tell me to wait a month, and then when the month is up, they tell me they need to file another ticket and to wait another month. I have absolutely no faith Amazon will follow through on this promise this 3rd time. What I need is confirmation that Amazon has found my item and is shipping it back to me WITH a tracking number, not an empty promise that they will find it 4 weeks from now when this complaint expires. Otherwise, they can also offer to replace my item with one from their inventory or simply to reimburse me the cost that I paid for it. At which point I can produce a receipt to them for reference of how much I paid.

Sincerely,

*****************************
Initial Complaint
Date:09/21/2022
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.
This is the second complaint I am filing for the same issue. The first complaint, Amazon did not respond to through this BBB portal, instead only responding to me. I received the following email:Hello,My name is **** and I am a member of the Amazon Account Services team. I am responding on behalf of your BBB inquiry: ********.*** reviewed your e-mail, and I understand you're concerned about the decision to close your account. While we realize issues with shipping and delivery can occur or you may not be completely satisfied with every item you purchase, the rate at which these incidences were reported to us on your account is considerable.While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. The decision to close your account is a final one, and we arent able to consider further requests to reinstate it or issue anymore refunds. Im sorry for any disappointment and appreciate your understanding.Best Regards,******************* Specialist Amazon.com I proceeded to respond to this email, requesting the opportunity to speak to someone via a phone conversation, I received basically the same email as above in response with the added: "Our Account Specialist team is unable to provide support via phone or chat at this time, but if you would like to appeal this decision, please reply to this email."I then appealed the decision and once again asked to speak to someone over the phone. I received the same 'canned' email response with the addition of: "We see that you have requested us to give you a call. Due to the size of our department, we are only able to assist through email. Unfortunately, we don't offer phone support, so I'm unable to call you as you requested."I replied again, asking to speak to someone via the phone to get more clarification on to why this decision was made, long story short, same 'canned' email response.I feel taken advantage of. Please call me.
Business Response
Date: 10/09/2022
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

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

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,

Rupsa
Amazon.com
Customer Answer
Date: 10/09/2022

Complaint: 18056858

I am rejecting this response because:
I understand Amazons stance. What I dont understand is the reasoning? Unfortunately, I guess I never will as Amazon apparently doesnt have a department dedicated to addressing customers concerns and complaints via the telephone. Instead they have generic emails that are sent. I should have been warned that my account was closing. At least then I could attempt to delete all of my personal information such as photos, addresses, names and credit card info. I just dont understand why Amazon will not speak with me about this matter? Why they cant share why my account was closed?
Sincerely,

***************************
Initial Complaint
Date:09/21/2022
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.
Dear BBB, We kindly ask you to forward attached document with Plan of Action to Amazon.com for reviewing. We hope for a positive outcome!Sincerely,********************************
Business Response
Date: 10/07/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their Merchant Fulfilled selling privileges.

We took these actions because the seller was in violation of our Code of Conduct policy and Drop-Shipping policy.

Sincerely,
Amazon.com Seller Performance
Initial Complaint
Date:09/21/2022
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 items from amazon that was stated to arrive Sunday September 18th and they did not each day it updates its delayed so I reach out and Ive spoken to many specialists who all have various answers. One states its lost or stolen in transit, another its late but will arrive Wednesday the 21st and another said its scheduled for the 27th. The price has gone up on these items and I have asked consistently if they have to re-order/ re-ship my items because it is lost will I be charged the higher price or Im locked in at the amount that I originally ordered it for and the person told me that I would pay the current higher price which is not right of a fair business practice- theres a lot of misunderstanding going on in this company with their specialists either not having the tools do their job like accurate tracking and then theyre lying because they dont have the information.
Business Response
Date: 09/22/2022
Hello ***************************,

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

I've reviewed the complaint and understand your concern about the order delivery issues.

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

I've checked and see that one of the shipment in the Order ID: ******************* shows delivered on Sunday, September 18 and the other one is in transit and will be delivered to you at the earliest possible.

Also, I would like to inform you that we do not have price match option in any case.

However, please wait for the order.

I'll surely take this as a feedback from you and will forward it to the team for further review on it.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/21/2022
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 found a dispute with Amazon Flex card on ********************************** touch with cash app cash app return my funds to the bank on 914 the bank has not released my fines and have been holding them for unknown reasons I do not owe Amazon flex bank any money
Business Response
Date: 10/01/2022
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 unauthorized charges on your Amazon Flex Card.

For this query, we request you to please contact ************** to speak to one of their Banking Specialists. Banking Specialists can be reached by calling the number on the back of your Amazon Flex Card or messaging them through the Amazon Flex Card App.

The card is provided through "**************" and they will be in the right position to answer this query as we have no control on this dispute. I appreciate your understanding and cooperation.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/21/2022
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 sent back a tablet because I thought it had a sim card slot which it did not and I asked for it to be put back on to my Amazon account but after they received it on the 7 they said it could take up to 14 days for them to issue a refund and I had already been waiting 4 day for them to get it so I said I'd rather have them put it back on my card cuz I didn't want to wait to order a new tablet that did have a sim card which I did and now the 14 days is up and now there saying I have to wait for the ************ and then they'll look in to it and when I try to talk to any one they just hang up on me
Business Response
Date: 10/04/2022
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.

As per the update on the order. Once the carrier has received your return package, it can take a while to arrive at our returns center. In most situations, returns will be processed by Amazon in 14 days. In some situations, it may take longer. If you haven't been issued a refund after 14 days, we ask that you wait until 10/8/2022 for us to investigate what happened to your return.

If you don't hear from our returns center by 10/8/2022, please write back so we can find out what happened.

we appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
******* Gajjala

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