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

49,512 total complaints in the last 3 years.
18,192 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:02/18/2023
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.
Dear Better Business Bureau,I am writing to file an appeal regarding the suspension of my Amazon account and the withholding of my funds. I believe that Amazon has acted unfairly and breached its contractual obligations by suspending my account and not refunding my money.On 15 Feb, I received a notification that my Amazon account was suspended due to alleged violations of Amazon's policies. I was not provided with any specific details or evidence to support this claim. Additionally, Amazon has failed to refund my money for the purchases that I made prior to the account suspension and also last week I paid one year amazon Prime membership fee.I have attempted to resolve this issue with Amazon customer support, but I have not received a satisfactory response. I have been left without access to my account, and I am concerned that my funds will not be refunded. As a loyal Amazon customer, I feel that I have been treated unfairly, and my rights as a consumer have been violated.I am requesting that the Better Business Bureau intervene and investigate this matter. I would like Amazon to provide a full refund for the prime membership and purchases that I made prior to the account suspension and to reinstate my access to my account. I believe that Amazon has breached its contractual obligations to provide me with access to my account and to refund my money.Thank you for your time and attention to this matter. I look forward to your response.Sincerely,SAIMBO ***
Business Response
Date: 02/22/2023
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.

We notified the customer of this decision by email on 22 February, 2023.

Sincerely,

********
Amazon.com
Customer Answer
Date: 03/02/2023

Dear Better Business Bureau,
I am writing to file an appeal regarding the suspension of my Amazon account.
I received a response from amazon regarding my account and they asked for some information.
I provided information but still did not receive any response,
Also I had attached my bank card with this amazon account and amazon charged an amount from my card without any reason, please ask amazon why they charged this amount.
Thank you for your time and attention to this matter. I look forward to your response.
Sincerely,
SAIMBO LTD
Initial Complaint
Date:02/18/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Before placing an order they give you a time frame when your order will be delivered by if you order by a certain time. When I ordered it also gave me the same delivery time. I received an email stating that my item was no longer being delivered at that day so I went ahead and contacted them asking why my order states it would come 3 days later instead of the day they have given me. At this point I no longer wanted the item that was an option that the app had given me. The first person I spoke to told me it was an error and my item will arrive the first date given. I left it like that. Then the morning of I check the tracking and my order isnt coming the date they gave me so I was lied to when I contacted them. So once again I contacted them to see what is going on and why was I lied to and they couldnt do anything for me. Had I been told that from the first time I contacted them this wouldnt be an issue. As a loyal subscriber who pays for this service of Amazon prime its disappointing being lied to. Now I need to pay extra money to have the item ship to a different location because they lied about the delivery date and I was picking it up from a different state that I was visiting.
Business Response
Date: 02/19/2023
Hello,

I'm Prashanth 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 you've experienced with regards to order#***-8019152-3163452. It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

I've checked our records and see that, due to a delay on our end, the delivery date for your order has been revised. At this moment, we are unable to stop the shipment from our end, however you can contact **** on ************** with tracking ID ********************** and request stop and return. Once the package is returned and received by our fulfillment center, we can help you with refund.

Thanks for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 02/19/2023

Complaint: 19428012

I am rejecting this response because you guys lied even after I contacted you guys. I shouldnt have to contact any shipping providers thats your job I want my items but for the nearest future dont guarantee a date that is unrealistic on your end. Retrain your employees that would be a better solution

Sincerely,

*************************
Initial Complaint
Date:02/18/2023
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 returned a defective Bluetooth speaker to Amazon have confermation on February 15rh .The app and website both said I returned item, now today it acts like I never started a return .Like I said I have proof..This back and forth about my refund is gona make me close my account .They tell me a week to get money back but it's extremely difficult to trust them, when it don't show I returned it on app .Just the email they sent me. $122.37 pay up guys I'm on fixed income
Business Response
Date: 02/20/2023
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 #***-8601363-1399458. Upon checking I see that a refund of $107.60 has been issued to your original payment method on Saturday, February 18, 2023 at 9:53 AM (PST).

Refund confirmation email was sent to your email address on Saturday, February 18, 2023 at 12:52 PM (PST).

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

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

*******************************
Amazon.com
***********************************
Initial Complaint
Date:02/18/2023
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.
Someone accessed my Amazon account on 02/16/2023 and made an order for over $1700. They were able to get $732 of it. It was sent to Amazon Hub Locker-***************************, **. The order numbers were 111-1668091-1602641. The other order was 111-0448917-0441822. I've never ordered an order that big from Amazon. The person archived the order so I wouldn't see it. I called Amazon and chatted in with several people. I was told it would be refunded in 24 hours. They then put a hold on my account until I verified. They only used my name to verify. They then said it would be refunded in 2-3 business days. Now they are saying 5-7. My bank says there's no refund initiated.
Business Response
Date: 02/19/2023
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 unauthorized order. I'm sorry for the inconvenience caused.

I've checked on it and I can see our team have already suppressed those orders and secured your account and the charges should fall off by now. If you still see you are charged on your billing statement, I request you to please contact the card issuing bank and file a dispute for the charges.

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:02/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good evening, I am contacting you, because after numerous attempts via phone and via email I have not been able to find a solution.My account when logging in, the message appears that there are problems accessing it, and my access is blocked.I already got in touch via phone call 10 times and they told me to wait 24 hours to log in using the password reset option, but it doesn't appear, then reset the password appears to get in touch again via phone, there were 11 attempts made in the hope of enter my account When putting the otp code, it asks to confirm what my old number linked to the account was, my old number was ************ An email was sent with all the steps to follow to access the account, but I tried and unfortunately it didn't work, I couldn't reset the password as requested, just the message to contact Amazon via phone The card linked to my account is final ****, this login lock happened after i logged into my amazon account on my friend's computer, i had $200 balance in amazon gift cards added to that account I am forwarding my last four card numbers and a utility bill to prove my identification I would like to restore my access to the account, I would like to make new purchases, I count on the collaboration of the team and collaborators to help me unlock the account and continue shopping on Amazon, which grows the most in the world. Thanks Email: *******************
Business Response
Date: 02/19/2023
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 regarding the account access.

I've checked on it and I can see the team have already secured your account and confirmed that you should be able to access it now. However if you still have any trouble regaining access to your account, please contact **************** and ask to be transferred to the ************************* for help. Customers in *****************: ************** Customers in ******: **************.

This account access issue can be resolved only through the call on the above number as we may need to verify additional details which can not be discussed through this platform or through email. I appreciate 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:02/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reached out to Amazon item was never received, was previously advised account would be credited, they then requested for police report on item being stolen. Item was not stolen therefore report was not able to be filed. Now they refuse to credit the account.
Business Response
Date: 02/19/2023
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 the order did not arrive.

I've tried locating the details with the information you have provided however I could not find it. I request you to please help us with the order# its regarding so that we can check 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:02/17/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb 1st, my wife placed an order on Amazon for 5 items totaling $247.95.On Feb 3rd Amazon delivered our packages to the incorrect address. The reasons I am certain that they were delivered to the wrong home below:- Amazon delivered 20+ of our wedding gifts to the wrong house and agreed that they made the mistake and resent them to another location.- Amazon provided pictures in the past of a package delivered at the incorrect address.- we watched the tracker Amazon provides, drive and drop off in the wrong neighborhood.-we have not received a single package (from amazon) in the last 3 months to our home (over 20) each one has been lost. The ones that we have received, were delivered by other carriers.- we have a live video feed that records all movement and we did not have anyone deliver on February 3rd. I spoke with customer service and they refused to answer my questions about their evidence of drop off. Instead they told me that I should read their bylaws and contact the police. I assured them that the packages were not stolen as I have video cameras and there is a pattern of Amazon deliveries going to the wrong place. I asked for picture evidence of the packages being delivered and the refused to answer, again telling me that I have to contact police. I was hopeful we could use common sense and resolve this issue internally, but unfortunately Amazon will not cooperate.
Business Response
Date: 02/19/2023
Hello,

I am Naveen 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 got the details of the order ID: ******************* reviewed by our internal team and got an update on the request as below:

Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:

- Information collected at the point of delivery.

- The package weight and reported condition upon delivery.

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

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

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

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

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

- The date the report was created.

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

Were unable to accept Police Reports that are in pending or any other incomplete status. The Police Report must be filed before 03/20/2023 and provided in English or Spanish to be considered for review.Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

I refer you to check the email send on Friday, February 17, 2023 at 6:00 PM (PST).

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,

Naveen
Amazon.com
Customer Answer
Date: 02/22/2023

Complaint: 19427261

I am rejecting this response because:

Again, Involving the police is a waste of *********** and my time. There is 0 evidence that the item was delivered to my house. So am I supposed to file a police report and tell them, "Hey something was not stolen, amazon just delivered to the wrong address and now they refuse to help until I file a police report on their behalf."

If you all would provide evidence showing that the item was delivered at my address, I will happily file a police report. But with lack of Photo or even a signature is simply just amazon passing the buck.

I am curious, what Information collected at the point of delivery shows that it is indeed delivered to the correct address? Additionally, how is the package weight and reported condition relevant? Please show any and all evidence of the package being delivered to the correct address.

Next steps are Small Claims Court, I will not file a false police report on you all's behalf.

Sincerely,

*********************
Initial Complaint
Date:02/17/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered on January 6, 2023 ******* including tax I ordered a projector on Amazon and it was supposed to deliver the product to me before 1/27/2023 I am in a situation where the product was not delivered and the price of the projector went up by $500 and when I called asking them to fulfill the order, one of the representatives issues a Return label on a product that was never delivered (the *** tracking clearly says it is lost in shipping). Now that the representative performed a return, I do not get my money back until it crosses 31 days and Amazon does not send me another one. I am at a loss on 3 fronts, 1. Product is not delivered 2. They do not send a new one 3. They do not even pay the money back until 31 days.Amazon simply asks me to wait and that is their resolution, and I am like why should I and what benefit do I get for waiting?Order# ***-1227598-3328234 Today, I went and removed the autopay on my prime membership. If this is how they treat their customers, they need to be held accountable.
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've reviewed your complaint and checked with the concerned department in this matter. After reviewing the they've asked us to wait till March 2, 2023.

The return will be processed after that time, we request you to wait till that time .

Thank you for your patience and understanding. 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,

Harasankar.M
Amazon.com
***********************************
Customer Answer
Date: 03/02/2023

Complaint: 19427221

I am rejecting this response because: why should I wait for a month (which I ended up anyway) to get my money back due to a mistake made by Amazon. Three mistakes: 1. They tried to make a return on a product that I never received and 2. They did not send me the replacement for the missing product and 3. They made me wait for 30 days to return my money. What kind of business policy is this to trouble customer and dictate your own terms. I need answers for these questions not a blanket (apologies or sorry for the inconvenience bla... bla... bla...)

Sincerely,

***********************
Business Response
Date: 03/16/2023
Hello,

I'm Harasankar 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 checked with the concerned department in this regard. Upon reviewing the issue they've created a replacement for the order on Thursday, March 9, 2023.

Replacement order should get delivered to you within Tuesday, March 14, 2023.

Here is a direct link to check on the status of your replacement order:

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

I hope this information helps. 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,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:02/17/2023
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.
Date of Transaction: 2/13/2023 I sent Amazon a Trade-in item A PlayStation 4 Slim 1TB, which includes a controller and the necessary wiring, plus the PlayStation 4 console. Amazon gave me an estimated value of $120.00.Ultimately, the trade-in was rejected, which was fine, but they claim that the Item received did not match the item selected when creating the trade-in order, which was untrue. I sent them exactly what I said I would because the trade-in link was directly connected to the product I had previously purchased from them. Secondly, Im filing this complaint because Amazon only returned the controller to me and did not return the PlayStation 4 console. I chatted with and called Amazon customer service, but they could not help me or put me in touch with a supervisor and I kept cycling through different customer service *************************** robbed me of my PlayStation 4 and would not help me resolve the issue, and I dont know what I can do to fix this.My Trade-in order #: TRN-*******-******* I originally purchased this item from Amazon back in 2019. In case they want to verify that the original purchase Order# ***-9958614-0489007 Thank you so much. I hope you can help me!
Business Response
Date: 02/19/2023
Hello,

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

I've reviewed your complaint and I understand your concern regarding your Trade-in order.

Upon checking attributes of the trade-in order #TRN-4667758-1925629 I see that we have returned the exact item what we have received in the trade-in.

We cannot offer any credit to your account in this matter. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 02/26/2023

Complaint: 19427160

I am rejecting this response because: I sent a PlayStation 4 console (in it's original box), the wiring required to use it, and a controller for a trade-in credit. I am claiming that whomever reviewed the trade-in for Amazon lied and falsely recorded my items as just consisting of a controller, stole my PlayStation 4 console and wiring, and returned just a controller. I'm disappointed in Amazon's lack of security in procuring items for trade-in and automatically standing behind the person who stole my items without looking into the matter. It seems really easy for Amazon trade-in employees to steal customers products and then falsely report it. Customers who send trade-ins to Amazon are at the mercy of the people who review the items.
I am not happy that my attempts to reclaim my stolen item has been met with a person who seems to just respond as if from a script.

Sincerely,

*********************
Initial Complaint
Date:02/17/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Prime member with AMAZON for years. Within the last 6 months. I have not received my items in the 1-2 days agreed upon by being a prime member. I pay every month to get orders in 1-2 days and have been ordering prime items. Sold by Amazon. Now I'm waiting a week to 10days or more.. They have broke the agreement. I keep getting excuses that my orders are from 3rd party companies and they have no ************* that's not what is stated on my orders. It says one date within the 1-2 days when ordering. Once you pay for item. The delivery date changes to a later date. Its a scam in my opinion.
Business Response
Date: 02/19/2023
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 Prime 2-day/1-day shipping.

Our delivery estimates are based on item availability nearer to the selected address, the quantity ordered, and selected delivery speed. If an item isn't readily available, shipping selections may reduce shipping transit time, but won't impact how long it takes us to obtain the item or prepare it for shipment.

If two-day shipping isn't available on the item you are ordering then as a Prime member, you'll receive free standard shipping. You will see the most accurate delivery date at checkout before you complete the purchase.

I can assure you, the orders will be delivered within the given delivery timeline at checkout. I've also shared the feedback with our team to make the availability of the items at all possible locations for more faster delivery options. For further information on the Terms and Condition of Prime, please refer to the following link.

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

As you mentioned the date is getting changed after you pay for the item, I request you to please help us with the screenshot of the date you see at checkout and them place the order, please share the screenshot of that next page where you see the date is changed.

With the shared screenshots, I can escalate it to our team to see what's going wrong and why the date is getting changed on your account. Looking forward for the details. Thank you for your 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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