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

47,089 total complaints in the last 3 years.
16,636 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:02/22/2023
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 paid for a one year subscription for 1 terabyte of storage with Amazon Photos as a part of their digital services. I have been locked out of the account for months, and no one can tell me why. I've placed several calls to Amazon's **************** and I'm being told that they would have their support contact me and take care of the problem. This never happens. After I place the calls, no one ever contacts me, and I'm still locked out of my account. I've read online that many people have this problem with Amazon. I'm paying for a service that I have no access to, and can't use. They sent out a memo last year indicating that they would stop supporting their online storage platform in 2023, so I need to transfer all of the data I have stored there to other platforms, but this is impossible if I don't have access to the data. Furthermore, why am I paying for a subscription that I can't use. If you can get them to resolve this issue, I would appreciate it. Last response I received from them on December 2nd, and never got an update. Here it is:Hello,I'll e-mail you on December 4-8, 2022 regarding our conversation about the ticket for Amazon drive account.I appreciate your patience.We'd appreciate your feedback. Please use the buttons below to vote about your experience today.Best regards,***** Amazon.com Please help me resolve this. Thanks,***************************
Business Response
Date: 03/04/2023
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.

Upon reviewing the complaint details I see that you are referring to the Amazon Photos drive account issue.

Based on the investigation, We have confirmed that your account was locked because content in the account violates Photos terms of use, which require that our service is used in a lawful manner. No further action can be taken at this time.

In this case we will be cancelling any outstanding payments and refunding any outstanding balance since the account was locked.

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: 03/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:02/22/2023
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.
ORDER # ***-0500369-3330607 ORDER PLACED February 13, 2023 I am Amazon Prime customer more than 15 years, open account in ** and moved to ******, currently using Amazon US. My wife was dreaming with a LARGE Coach backpack that could fit her Macbook 13' ( also bought on Amazon), after research we found on Amazon, prime delivery. As we need it quickly for travelling. Bag arrived with no plastic, letter chain removed, and the bag was medium size, didn't fit the laptop and she would travel next day, I work at sea and she was travelling with me for a couple of days... it ruined my surprise, my wife travelled devastated, and we didn't have time or way to return. I contacted support, after many conversations, hours and hours chatting, I was offered a refund less return. GREAT problem solved, bag in the garbage... i would not use Coach ******** and my wife already gone.. but it didn't happen... contacted support again to get update.. the story changed, they said I need return... to get refund I need to return... I got a promised I wouldn't need to return... I could dispose it... words from 4 agents.( ****, ******************** and *****).. first I would get refund between 3 to 5 days, then in 48 hours, and the last ( with an email) saying I would get in in 14 days... what is going on with Amazon? why this mess? I am dealing with false promises from AMAZON? Is that happening? False information and instructions? I use Amazon almost my hole life, now I can't trust it anymore? Please contact me via email, or Amazon account, as I mentioned I am onboard a ship, at sea, no mobile signal.
Business Response
Date: 02/24/2023
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 sincerely apologize for the inconvenience caused with the item purchased in the order #***-0500369-3330607 and for the assistance provided to you by our previous agents on the issue. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details. I've submitted them a coaching feedback to them on this.

I've reviewed the details of the order and see that a return is required for us to refund the item. We're unable to move forward with a refund for this order unless we receive the original item back.

You can return most items sold and fulfilled by Amazon.com in new condition with all original packaging and accessories within 30 days of delivery for a full refund.

Our ********************* guides you through the process and gives you options for a return mailing label:

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

You can find more information about returns, including return shipping costs and methods, on our help pages here:

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

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 02/24/2023

Complaint: 19452733

I am rejecting this response because:Amazon customer support instructed me to dispose the backpack and guarantee i would receive my refund, I dont have the backpack anymore. Four agents promised me I didnt need to worried about it. I would for sure get mu refund. Now Amazon is failing with its promise. They gave false information, the website contains false information about the item. I didnt receive what I bought. Amazon support lied to the customer, gave me wrong introduction, I followed and now I cannot receive what I guaranteed to receive? How can we build trust with a company like this? I dont have the bag as per the support I could dispose it. I have chats and email saying that. This is not right, lie to customer, made me make decisions, now asking me something impossible.

Sincerely,

*****************************
Initial Complaint
Date:02/22/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have signed up for a career account at Amazon be a there are alot of open positions. And it started out real good I'm doing everything asked and finally I get an email that I'm hired for one of the 2 positions I applied for.now I'm waiting for the back ground check to go through and the the interview and iv got everything all togethe so I log in to see if the backgrounds done so I can still start work on the recommended start dste.but somethings not right, my resume is to there and now both jobs are not available and I'm a little confused because,..well I was told different.so I though no big **** because there more "Amazon career opportunities,.so I go to the job search and nomatter what i put in, it sat no jobs available and I'm thinking tp myself, that's not right, so and I me absolutely no job openings in *******. Now I know that wrong. So I deleted my application, because it was for the jobsI applied for and I downloaded myresume anyway. And when I did that I started getting text and emails. So I log out and go check both. And I was asked why did I delete my application your hired and have a start date. And one even said well. There are other open opportunities I'm qualified for still available. Nope. Not for me for some reason.the reason I'm do thus is I turned down a phone interview two days ago and told my told my employment training supervisor that I did need to do any of the classes I was assigned to do because ,I got hired from Amazon. Now I thinking may I xan call back that recruiter and hopefully what she had for me was still available. NOPE. and I recently applied for government assistance until I can get a job. But I'm to do the referel training program or ,I stop get help.but I was like I got a job now, don't need the **** welfare. NopeSo I'm thinking to myself well, iv just lost the meager little help the was throwing around me,turnd down a nother good job because well early bird gets me. Somebody has put me in a very undiscribeabl position
Business Response
Date: 02/24/2023
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 understand that you have issue with our Amazon jobs as you received an email that you were hired for one of the two positions applied.
Also, I understand that you are waiting for the back ground check to go through and the interview. I'm sorry for any trouble caused with this.

As the option to access the recruitment related information isn't available for us, You'll need to contact our Amazon Candidate Connection Services team directly. To contact them, visit:

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

Alternatively, You can call our employment verification number at **************. They're open Monday through Friday between 7am and 8pm Central time.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 02/24/2023
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:02/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have returned my package to Amazon in Dec and received proof of delivery from *** on 12/23/22. I have checked with Amazon representatives constantly as I have not yet received my refund. They all told me to wait for 60 days. *************************************************** the refund. They said I should reach out to the carrier as there is nothing they can do on their ends. I have tried to reach out to *** and they have already confirmed the package was received and signed by Amazon (it was received by the dock at ********* facility). Amazon agents just keep telling me to wait even it is already past the 60 days timeline. They can't even guarantee if I would ever receive the refund. Some representatives are also providing conflicting information and showing poor attitudes.
Business Response
Date: 02/24/2023
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 understand that you have returned an item back to us for a refund but haven't received your refund yet. I'm for any inconvenience caused with this.

I've tried to locate the order with the information available in your complaint. Unfortunately, I'm unable to locate the order you are referring to, please share the order number so that we can review the details and assist you further.

Rest assured, once we receive the requested information we will address the issue as soon as possible.

We look forward to seeing you again soon.

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

****** K
Amazon.com
***********************************
Customer Answer
Date: 03/09/2023
Thanks for your update. That's not correct. I went back and forth with ****** and he had provided updates to my response until 2/28. Please see the email attached. Please kindly re-open the case. My official statement is "Amazon fails to follow through on the resolution. The carrier ***** has explicitly requested Amazon to file the claim on behalf of me since there is an agreement between *** and Amazon. In addition, the carrier has already provided proof of delivery so it is not my or the carrier's responsibility for any losing package."
Business Response
Date: 03/15/2023
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.

We have reviewed the details again and issued $14.22 gift card balance to your account successfully for the order #***-4395592-1540223 though the return for the item isn't processed.

You can view your balance and usage history in Your Account here: ************************************************

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 03/16/2023

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:02/22/2023
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 purchase a kit of computer ram at amazon.com. i received a different item , after that i initiated the return with amazon, they sent me a email saying that the item they received was different and to please return the correct item for a refund, i responded that email explaining the situation with no response back from them , after that i open a claim with my bank, wish they gave me a final credit but took it away from me, for the reason that amazon said i didn't cancel the order before it shipped ? witch it doesn't make any sense , now the bank ( ***** fargo ) its refusing ther give me the money back and amazon as well, i don't have ether the item or the money back on my possession
Business Response
Date: 02/24/2023
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 understand that you have returned an item from the order #***-8192052-0491438 but haven't received your refund yet. I'm sorry for any inconvenience caused with this.

I've reviewed the details of the order and closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.

We cannot issue a refund for this order until we receive the correct item. Also, the return window on the order is expired and we can't create or accept any return on this order. We have discarded the wrong item you sent and can not return the item back to you.

Further, I found that you have received an email about this with the subject line "Your Amazon.com returns" advising you of the issue with your return, and that you've already responded to that email.

You may continue to contact our Account specialist team with the relevant information. We are unable to provide any further details about this issue.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

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

Thank you for your understanding! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 02/25/2023

Complaint: 19452511

I am rejecting this response because: you guys keep the item i sent back and the money i paid even tho I returned the item you guys sent me. at the least i need the item i sent backk or the refund for the order since it wasn't my mistake.

Sincerely,

*****************************
Initial Complaint
Date:02/22/2023
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.
Sent an item back and did not receive any refund. The agents tried to say I spend the 50 dollar refund on another order but I have the bank records proving it came from my bank account. Have talked to 3 different agents gift card is on my account but not able to be used and the have not fixed it.
Business Response
Date: 02/24/2023
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.

Upon reviewing the complaint details I see that you are referring to the order $***-0433790-4335427 refund.

As we can see the refund of $42.88 was issued and used on your recent orders of $16.08 & 26.80.

On the order #***-2836724-2927436 you used both the card and gift card balance to place the order.

You can see on the screenshot shared by you, you can see the gift card is showing with the balance.

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:02/22/2023
Type:Customer Service 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.
How the f*** does this company not have a class action lawsuit for their support.Holy. F****** S*** *******.Sweet mother of ******.Offshored anything is bad. But even by those standards this is garbage.You spend 20 minutes on a chat with some offshored hack who just wasted your time because for any minute issue they "refer$ it out to a specific department Which is an absolute joke.That department just sends automated emails requesting info no reasonable customer would have by any metric whatsoever.(Who the f*** keeps packing slips for 6 months...) For items your warehouse already SCANNED Then they'll use it as an excuse to blame you Any communication with a human (attempted) will just result in them repeatedly sending automated emails It's entirely designed to f*** you over.
Business Response
Date: 02/23/2023
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, but I wasn't able to determine exactly what kind of help you need from your e-mail message.

Most questions are answered in Your Account (*******************************************) or in our Help pages (***********************************).

I request you to please help us with the order# and write back with the registered email id of the account where the order was placed along with the details of the issue so that we will be able to look into it and help you further.

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:02/22/2023
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.
On February 13,2023 myself and my daughter done a conference call with Amazon over over charges for amazon prime and a subscription to HBO **** The customer service representative said a refund was issued, and it would be credited back to the card on file ending in ****, my **** debit card through my bank. I have yet to receive the credit, and it's been 10 business days. My complaint is not only the credit hasn't occurred but it's Amazon's policy on shared household. Everytime I call they have to verify my daughter's account since it's her amazon prime. My complaint is requardless of who's account the charge was on its my bank card they charged and they are tefusing to answer a simple question on a refund due to me on my card for something they took and shouldn't have. it was their mistake. Is it even legal for them to refuse information on charges to a person that holds the card used? Amazon Prime allows household sharing but they refuse to provide information to the card holder.
Business Response
Date: 02/24/2023
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 understand that you haven't received the credit on the *** Max ************ back to your card. I'm sorry for the trouble caused with this.

I've reviewed the details of the ************ and see that the ************ was successfully refunded to the card details mentioned in your complaint on February 22, 2023.

As this is processed on February 22, 2023, it may take upto 3-5 business days in case of credit card and upto 10 business days in case of Debit cards.

As the refund is successful on our system, I request you to please allow your bank to process the refund to your account according to the above time frames.

Further, Amazon takes security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that the personal information remains secure. Hence, we will need to verify the details to authenticate customer to provide information. I'm sorry if this caused any inconvenience to you.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Initial Complaint
Date:02/22/2023
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.
THE ***** IS 113-0678921-4611433!!!! THE TRACKING NUMBER IS TBA305441573082!!!! WHERE THE **** IS THE AMAZON *****!!!!???? YOU PEOPLE KEEP BOUNCING IT OFF LATER AND LATER AND IT'S STILL NOT HERE!!!!! THIS ***** HAS BEEN A PROBLEM FROM THE GET-GO!!! THEY CAN'T DELIVER THIS ***** IF THEIR LIFE DEPENDED ON IT!!! SOMEONE NEEDS TO GET A HOLD OF THE ***** AND TELL HIM TO DELIVER IT!!!! THE ***** IS NOWHERE TO BE FOUND ON THE ******* THERE IS NO DRIVER DELIVERING MY PACKAGE!!!!!!!
Business Response
Date: 02/23/2023
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 #***-0678921-4611433. Upon checking I see that the item was delivered on Wednesday, February 22, 2023 which is Guaranteed Delivery Date.

You can view available tracking information from the order summary in Your Account:

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

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: 02/23/2023

Better Business Bureau:

Yes, it FINALLY got here, though it was extremely LATE IN THE DAY

Sincerely,

*************************
Initial Complaint
Date:02/22/2023
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.
THE ***** IS 113-0678921-4611433!!!! THE TRACKING NUMBER IS TBA305441573082!!!! WHERE THE **** IS THE AMAZON *****!!!!???? YOU PEOPLE KEEP BOUNCING IT OFF LATER AND LATER AND IT'S STILL NOT HERE!!!!! THIS ***** HAS BEEN A PROBLEM FROM THE GET-GO!!! THEY CAN'T DELIVER THIS ***** IF THEIR LIFE DEPENDED ON IT!!! SOMEONE NEEDS TO GET A HOLD OF THE ***** AND TELL HIM TO DELIVER IT!!!! THE ***** IS NOWHERE TO BE FOUND ON THE ******* THERE IS NO DRIVER DELIVERING MY PACKAGE!!!!!!!
Business Response
Date: 02/23/2023
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 #***-0678921-4611433. Upon checking I see that the item was delivered on Wednesday, February 22, 2023 which is Guaranteed Delivery Date.

You can view available tracking information from the order summary in Your Account:

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

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: 02/23/2023

Better Business Bureau:

Yes, it FINALLY got here, though it was extremely LATE IN THE DAY

Sincerely,

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

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