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

47,396 total complaints in the last 3 years.
16,615 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:09/24/2022
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.
Dear, I'm really desperate to complain here. I'm an Amazon seller, I've been operating my store very carefully, until one day I accidentally clicked on a phishing email, my buyer's account seemed to be hacked, and then I didn't know what the hacker did on my account What happened, I only know that my account has been frozen. I immediately contacted the Amazon team to process it, I followed Amazon's request to upload my credit card statement, but Amazon replied that it couldn't verify that I was the cardholder. I am obviously the cardholder, I gave all the information, but Amazon has not solved my problem. It's ridiculous now that there is a problem with my buyer account, which prevents me from entering my seller's back office. But every day my store keeps selling and I can't go in and I can't get in touch with my customers, it's ridiculous. If my buyer account can't be restored for me, I just beg the Amazon team to help me restore my seller account, after all I didn't do anything unusual, I can't understand why I can't get into my account. Please restore my account as soon as possible, I hope to serve every Amazon customer well. My account is *********************
Business Response
Date: 09/29/2022
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

Sincerely,

Amazon.com
Initial Complaint
Date:09/24/2022
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.
Hello,My account linked to the email address ****************** has been locked for no reason. No action or change was made on it. I am writing to you as the owner of the account. This email address is also linked to our seller account. We are currently unable to log in to our seller account due to this issue. The credit card with a **** ending is completely mine. please activate my buyer account linked to my seller account so that there are no more problems for my business. If you do not open our buyer account, our customers will be affected by this problem. I am writing to you as *****************************. I am the sole owner of my account. My account on 8/30 was attacked and may have been placed an order, but that was not my behavior. Please open my buyer account ******************.Thank you for your understanding.Best Regards
Business Response
Date: 10/10/2022
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 10/10/2022.
Sincerely,
Amazon.com

Customer Answer
Date: 10/11/2022

Complaint: 18122966

I am rejecting this response because:
In my opinion, this is an act of omission. The Amazon team always asks me to provide information, but in fact, I have provided documents more than 10 times by phone, email or Amazon website, and I ensure that the information is correct. But Amazon has always locked my account. There may be a balance in my account, as well as my personal information. It is obviously wrong to restrict my Amazon login without limit and time.
I hope Amazon doesn't ***** responsibility. I hope Amazon will unlock my account as soon as possible.

Sincerely,

*****************************
Business Response
Date: 11/10/2022
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 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,
********
Amazon.com
==========
Initial Complaint
Date:09/24/2022
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 order an item from Amazon on September 14th. The item said it was delivered on September 16th but I did not receive it. I waited a few days as sometimes items show up late but by September 20th I still did not receive the item. I contacted Amazon customer service to see if they still had it or delivered it to another address by mistake as it was supposed to require a signature. They told me to file a police report since they could not find the location and to send to them for a refund. Before I could do anything they banned my account and I can not communicate with them to either find my item or get my refund. I have included both my receipt of the item showing a signature was required, which I did not sign for any package, and the email from them stating both to file the report and that I was banned. I have appealed the decision to close my account several times and they refuse to give me a list of items I supposedly asked for refunds on that apparently caused this closure.
Business Response
Date: 09/30/2022
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Also, We have denied the customers request for a refund.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 30th September 2022.

Sincerely,

********
Amazon.com
Customer Answer
Date: 09/30/2022

Complaint: 18122911

I am rejecting this response because:I have not received my item or a refund. Furthermore, my package was supposed to be signed for in order for Amazon to drop it off. I was not home the day they claimed to have deliver my package. They are clearly trying to avoid refunding my item or sending a replacement by banning my account. I have filed a complaint with my bank and I would like to know who allegedly signed for my package.

Sincerely,

***********************************
Initial Complaint
Date:09/24/2022
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.
*** ordered hundreds of things from Amazon and have had some problems here and there but as of lately the problems are getting out of hand. Ive found myself on the phone with customer service every week about a package either not being delivered or delivered elsewhere. For the last 2 days Ive been ordering things for a wedding Im attending, my baby shower as well as the new arrival of my baby. I have never changed my address yet out of nowhere they are delivering my packages to the pool in my subdivision. At first I didnt know what location this was until my husband figured it out but if I have to ride around my neighborhood to find my package what the h*** am I paying you for? My packages are not arriving to my house and when I call customer service about never receiving it of course they tell me it shows delivered but this is not the case. Im beyond frustrated and at this point the service I pay for monthly is NOT what Im receiving. Ive had it and Im at the point of going on LinkedIn and reaching out to executives! This order was delivered to the Public pool and stolen - 113-0848628-9769827 and the next day so was this one 113-7195754-3099420 and so was this one 113-6770865-7203456. Within 2 days 3 orders were delivered to the wrong address and Im sick of it. Address this issue immediately!
Business Response
Date: 10/08/2022
Hello ********,

I am Raman 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 am so sorry to hear of he delivery issues you have shared with us and have escalated the matter. We sincerely regret the error and have refunded you in full.

We have also passed on the matter to the local delivery center, they will take action as appropriate.

Thank you for sharing your concern with us and we do look forward to interacting with you on more positive things in future.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/12/2022

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. They refunded me in full before I received a response on this complaint.

Sincerely,

*****************************
Initial Complaint
Date:09/24/2022
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 ordered child safety bed-railing on 9/21/22 to keep my child from crawling off the bed. I was told the package would arrive on the morning of 9/23/22, the order tracker said it was delivered on 9/23, it was not. I called customer service on 9/23 and was told my package would not be delivered until 9/27, I was disconnected multiple times, and was not satisfied with the outcome. I pay for Amazon prime because Amazon claims that items will be shipped faster and the main reason I purchased this item through Amazon is because I was told it would arrive 9/23. I can not count how many times this has happened with Amazon. There is no accountability for Amazon's employees (both the delivery drivers and customer service) they consistently mark items as delivered when they arent, they lie about the reasons items aren't delivered, they ignore delivery instructions and customer service is unwilling to provide solutions beneficial to the customer. I'm tired of the false advertising about shipping dates, I'm sick of paying for a service that claims to provide quicker deliveries when almost every time I place an order the delivery does not show up on time or is "lost" or delivered without regard to delivery instructions resulting in lost & stolen packages. I'm disgusted by Amazon's method of providing customer service, which includes hanging up on me, reluctance & refusal to transfer to someone with more knowledge/options & an unwilligness to find solutions that match the original description of the service I paid for. Amazon needs to be held accountable for false claims of their Prime service mainly their bait and switch tactics in shipping, and their unreliable and untrustworthy delivery drivers. I'm drawing the line when it comes to things like items for child safety. I've asked for a refund for the months I've been paying for Prime because Amazon has not fulfilled their claims and I was denied that and given a five dollar credit to my account. I hope something can be done
Business Response
Date: 10/07/2022
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 and see that our customer service department advised to return the item back to us for a refund. Also a return label was provided.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:09/23/2022
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 purchased Order #***-1250795-8221029 at 2:49 a.m. on 9/22/2022, and I was promised a delivery of 9/22/2022 between the hours of 5:00 p.m. and 10:00 p.m. At 6:35 p.m., I received an email that my package was delivered (no text message). I went down stairs to the basement where the Luxer One room is located. There was no package. I immediately called Amazon customer service to report the issue (very frustrated). At one point in the conversation, the customer service representative started that the driver noted he would redeliver the package on 9/23/2022. The representative eventually hung up on me. I called back at 7:04 p.m. ********** to speak with someone in the complaint department to complain about my experience. I called back today, and I was told that I would not be receiving a refund or a replacement product. On 9/23/2022, prior to calling Amazon, I notified Luxer to escalate a video research and verify my account activity. My desired resolution is for the purchase price of the product to be credited back to my account, any credits I have on my account be given to me so I can dispose of as I see fit, and I dissolve my account.
Business Response
Date: 09/26/2022
Hello ******,

I'm Pratap 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 so sorry for the inconvenience you've faced.

I've issued the refund for 113-1250795-8221029 of $25.75 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

We'll make sure that this is not repeated.

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

Regards,
Pratap
Customer Answer
Date: 09/29/2022

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:09/23/2022
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 don't understand why my account was held. I spend much money on Amazon. I used my info, personal debit card, and personal shipping address. Before my account was held, I had changed my billing information because I had been married. My last order was 114-2610633-8204210 Monopoly game The order before was 114-0673396-1371400 Air pomp, but it was broke I have all proof of information about this issue.
Business Response
Date: 10/10/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 10/10/2022 confirming account reinstatement.
Sincerely,
DG
Amazon.com
Customer Answer
Date: 10/15/2022
Great Job!

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:09/23/2022
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 delivered my two packages in its original packaging! They just left them on my porch. Anyone can see what I ordered and I am at work. I hope my packages don't be stolen. They Never wrapped ANYTHING IN A BOX! THIS IS NIT HOW YOU DELIVER PACKAGES!!
Business Response
Date: 09/26/2022
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 delivery of the packages. I understand you wish to get the packages covered.

Amazon doesn't currently provide the ability for customers to select specific types of packaging materials.

To learn how to minimize your impact on the environment through recycling, reuse and refurbishing, visit Amazon Second Chance at the link below. Amazon Second Chance provides information on how to recycle Amazon packaging, devices and products, along with information on how to find open-box and refurbished devices.

https://www.amazon.com/amsc

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/01/2022

Complaint: 18122524

I am rejecting this response because:
My packages are Not suppose to be shipped in their ORIGINAL Packaging! Everyone knows what I ordered! You are suppose to put packages in a box, a white plastic packaging( like you Normally do!); or Something to cover it. Not with my products just Literally Showing!
Sincerely,

***********************
Initial Complaint
Date:09/23/2022
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.
Amazon Books and KINDLE are behaving like the NAZIs in the ****s and ****s and or the main villain in Fahrenheit 451 wherein they are literally banning/burning books that have been duly published and are offered in *********************** in Washington **, as well as all over the world in amazing bookstores such as even *************** simply because my book Deep State Defector IV criticizes the global Oligarchy, Communists, Freemasons and other organizations that Amazon CEO ******************* either belongs to, or gets money from, or is afraid of. Since Amazon is the largest company in the world, and pays zero taxes, it operates as a makeshift arm of ***************** government, and therefore should not replace or supplant the role of the **** Government and the First Amendment in banning/burning books that their private billionaire oligarch and global plutocrats want to squash, censor, or squelch. Now we have discovered that after removing Deep State Defector IV, they have now removed Deep State Defector I through III as well even though they were being sold therein since October 2017, in retaliation for our filing complaints with government agencies.Please urgently investigate and advise.
Business Response
Date: 10/03/2022
On September 27, 2022 we received ********************************* BBB Complaint. During my investigation I found that the title "Deep State Defector IV" with ASIN B09TQXH7JX was published by a different publisher on ********************************* behalf. On September 28, 2022 I advised ***************************** via email to contact the publisher who helped him to publish his book on Amazon and have them contact KDP directly to take any necessary actions on the title.
Customer Answer
Date: 10/03/2022

Complaint: 18122507

I am rejecting this response because this is a bald faced lie, as per the attachment that we sent you (attached again).
Furthermore we had one publisher publish Deep State Defector I and II (Page Publishing), and another (XLIBRIS Publishing) publish III and IV, who are both cc'ed herein, so what you are saying is also quite impossible.

Sincerely,

*****************************
Initial Complaint
Date:09/23/2022
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 attempted to contact amazon and it took five phone calls with people some of whom I could not understand and some of whom just refused to cooperate with me. On my first call, the rep refused to help me unless I could confirm my account by text. I had tried to confirm my account with the VERY ANNOYING Voice Response System this way, but it was not working properly. I asked to speak to his supervisor. He refused. I called again. I got another representative who again insisted on confirming my account by text or email. I explained that neither of those were convenient and asked if the representative could just confirm me "the old-fashioned way." The rep refused. The rep insisted that they had no way of doing it other than via text message or email. I asked to speak to a supervisor. This time I was connected to a supervisor ******, who I could tell from the very start was planning to "handle me," and put me in my place. I explained that I could not verify my account electronically and asked him if he could verify it by just asking me questions like they used to do. He said no. I asked him if he was indeed a supervisor and he confirmed that he was. ****** was very rude. Bottom line: I was not dealing with an ally; I was dealing with an adversary. Frustrated, I actually called again. This time I got a young woman from ************ who was actually very nice. She informed me however, that she could not help me; I needed to speak to the prime video ***** Never fails. If you do get someone professional, they can't help. They have to transfer you to someone else and that person is always horrible! She transferred me, but that call (w/a horrible rep) was mysteriously disconnected. There is no way to deal with this company except for calling rank & file cust serv. There's no main number or customer complaints number. This is a service that I pay for and I expect to get professional customer service.I want to be contacted by somebody in the EXECUTIVE OFFICES OF AMAZON.COM.
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'm sorry for the frustrating experience you had with our customer service department when you called.

I've forwarded the feedback to the leadership team so that they can provide necessary coaching.

Further, I see that our customer service department has issued a good will credit for a $50.00. I understand you promised for $100; I've gone ahead and added another $50 to make it $100 which you can use it for future orders.

While we cannot undo the disappointment you had, please be assured that corrective actions will be taken to ensure these issues are avoided in future.

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

We look forward to see you soon.
Customer Answer
Date: 11/03/2022
Dear BBB,

Unfortunately, this complaint was closed before I could take any more action on it.

Nevertheless I was advised to send an email to this address regarding this case. As you can see from the email below, the gentleman from Amazon did indeed contact me and Amazon did credit me $100.

However, as you can also see in the message below (in red), I was told that being transferred to US representatives would not be an issue. The next time I had occasion to call Amazon, I asked to be transferred to a US representative. I was told by the agent that the information in the message below was a lie. These were HIS words not mine.

I also spoke to a supervisor at Amazon, who also told me that the information below was in fact not Amazon policy and it has not been for some time.

My concern is that Amazon reps at "[email protected]" say whatever they need to say to close the Better Business Bureau cases, whether the information is true or not.

Furthermore, I specifically requested to be contacted by somebody at Amazon executive offices. I have found that the rank-and-file Amazon employees engage in practices similar to the one described above. I have spoken to Amazon "corporate escalations" in the past, so I know that Amazon does have such a department.

I would like to have this case reopened until a representative from Amazon corporate escalations does in fact contact me.

Thank you kindly for your help in this matter.

Sincerely,

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

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