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

59,250 total complaints in the last 3 years.
21,756 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:11/04/2022
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.
I got an email that my Amazon account was suspended due to suspicious activity, Im not sure what happened but they asked me to file the billing statement and I did, they emailed removed the account and I cant acces or make any account with Amazon, so I made my father(74 years old) an account cause him and my mom needed to buy stuff and get it delivered but they bought it from my card cause I take care of the family, so they put another hold on the account, again for suspicious activity, there is no suspicious activity happening. Its my card and my father was buying stuff with it. My parents is older and they cant go to the store much so they order from Amazon all the time, I need them to gab access to their account with the user name **********************
Business Response
Date: 11/16/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 11/16/22 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:11/04/2022
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.
Called Amazon customer service to make return, picked the pick up option was provided by the service rep. **** received $0.87 refund for $ $11,37 purchase. Called back ask the reason , ******* didnt know , transferred me to a supervisor. The supervisor was rude, said you have to pay the pick up fee for $10.49. That is the companys policy. Ive never been told the pick up fee if making a return by Amazon customer service representative. I asked her to check phone record when I spoke to ******* . She said there is nothing I can help on it , then hanged up.
Business Response
Date: 11/07/2022
Hello ****,

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

I've reviewed the complaint and understand your concern regarding the return pickup charges for Tanglefoot Tree Wound Pruning Sealer & Grafting Compound.

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

Upon checking I see that you have requested for the return pickup and an email confirmation was sent to you regarding the same with the estimated refund. Unfortunately we are unable to refund the return pickup charges.

There was a change to our Return Policy and customers are now charged depending on the size/weight of the return for *********** for all return reasons. We have free return option available which are free drop off options such as Whole Foods Market, Kohls, Amazon no-box, no-label, etc.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap.
Customer Answer
Date: 11/07/2022

Complaint: 18361735

I am rejecting this response because:

Sincerely,

*********************
i have never been told by customer ******************** rep. ********* the fee for pick up return. This return was created by calling customer service. pick up return was provided one of options for free return by customer service representative. I was not told the email is sent . My email address has been changed which I never received it. I requested to listen the phone record when I make this return over the phone.
Initial Complaint
Date:11/04/2022
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.
Last October my husband set up his own Amazon prime account. Back in January 2022, we combined our accounts and his Amazon prime subscription was canceled since we now have a combine account. Amazon said they were not going to be charged for each account. However, for the last 10 months, we are still getting charged twice. Now, I am forced to cancel my husband's debit card.
Business Response
Date: 11/09/2022
Hello Amber,

I am Srujan 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 noticed double Prime charges from your account and your husband's account. Please accept my sincere apology for the inconvenience caused with this, and rest assured this is not the kind of service we want to provide our Prime customers.

I've researched on the details and found two different accounts (Your account and your husband's account) with Active prime subscription. Further, the option to combine two different accounts into a single account isn't available our website. Hence, this should have left the subscription on one account active.

In this case, to help you with this, please reply back to this email with the details of the account on which you would like to cancel the prime subscription so that we can cancel the subscription and process refunds on the eligible months where the benefits were not used.

I assure you that there isn't a need to cancel the card with the bank on this issue as the subscription once cancelled won't be charged unless re-subscribed again.

I hope this information helps! We look forward for your reply to further assist you.
Regards,

******
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/04/2022
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 customer service directed me to depose of a defective unit and they would refund me. Never got refund and now they are refusing to refund me for the product they told me to throw away. Directing me to the manufacture which now can't help me because I no longer have the unit.
Business Response
Date: 11/07/2022
Hello ****,

I'm Pratap 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 the issue you have shared with us regarding the refund for the defective item.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

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

Regards,
Pratap
Initial Complaint
Date:11/04/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon deployed an updated for the ************* during the past week or so (today is 11/4/2022). The update caused a connection problem with the ********************* lightbulbs. All ********************* lightbulbs are not working now. Since our entire household utilizes numerous ********************* bulbs, I called Amazon to inquire when a fix would be deployed. ******* acknowledged there is a known issue with the connectivity between ***** and the *********************** server, but could not provide an ETA on a fix. Please provide us on an ETA on when this is going to be fixed as the issue is a huge inconvenience for us.
Business Response
Date: 11/09/2022
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've got the request reviewed by our technical team for help, I wanted to let you know our Technical team is working on improving the experience using Alexa services based on the issue you reported in upcoming updates.

We appreciate your patience and co-operation. Thank you for choosing Amazon.

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

******
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/04/2022
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.
We ordered a paddle board from Amazon on July 12, 2022 for $209. The board still hadn't shipped by September so we reached out to Amazon and the rep we spoke with via online chat told us to cancel the order, reorder it at the current higher price ($309) and then we would get a promotional credit issued for the price difference once the board was received. We followed those instructions and cancelled our original order and reordered the board at the higher price. When my spouse called to get the credit, Amazon told us they weren't able to issue it and the rep we spoke with gave us incorrect information. I called them back a week later and was escalated to a supervisor who informed me that they couldn't give us the promotional credit the Amazon rep incorrectly promised us because it was "not their process". She told me that the return window was now closed and that if I wanted my money back to try selling the paddleboard privately to recoup the cost. I told her I had the screenshots of us being promised the price difference to be credited and she said she was aware we were promised that since she could see the correspondence on her end, but there was nothing she could do. I told her we should not have to eat the $100 cost of an Amazon employees mistake and that we either needed the credit or I wanted to send the board back. She told me neither option was possible and that if there was nothing else I needed help with then we were done with the call.
Business Response
Date: 11/06/2022
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.

While I see the issue with the changed price when the original order was cancelled and replaced, the information that a price match is not an option was correct. We will not be able to offer any partial refunds, credits or billing adjustments at this time.

I share the link to the help pages on our website on this issue.
https://www.amazon.ca/gp/help/customer/display.html?ref_=***************&nodeId=G9EAYKPV5YYDB8P7&qid=1667744599358&sr=1-1

I realize you're upset 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 these matters, and any further inquiries on this matter will not receive a response.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/04/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the Amazon lock and cloud cam order number 114-4747232-6433049 for $303.09. I also purchased separately 2 additional cameras order number 113-8495347-8438650 for ****** for a total of ******. At the time of purchase Amazon advertised free 24 hour recordings as a Prime Member for up to 3 cameras. In May 2022 Amazon announced starting December 2, 2022 it would no longer provide the service, making the devices of no worth other than as a paperweight, they will have not functional worth. Amazon has offered a blink mini camera replacement (currently a $15 value each, they sell for 2 cameras for 30) and a 1 year monitoring which will then cost $100 per year. At the time of purchase and still true today the cost of the cloud cam was high as it included the monitoring, now that they are not providing that service they have made them of 0 value.
Business Response
Date: 11/16/2022
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 see your concern with the discontinuation of support of your Cloud Cam based items and have reviewed your orders and the offer in detail. We will not be able to issue any refunds or adjustments on the items.

The orders were placed in 2017 and 2019 respectively, and are no longer eligible for a return. Further, the information shared on the product details page indicate the product has 1 year technical support with paid options for a 1,2,3 year extended warranties.

As the free year has long since past, we will not be able to issue any refunds or free subscriptions as requested on the complaint. I share the link to the help pages in this context.
https://www.amazon.com/gp/help/customer/display.html/?nodeId=*********

I realize you're upset 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 these matters, and any further inquiries on this matter will not receive a response.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/17/2022

Complaint: 18361021

I am rejecting this response because:no solution offered and I am not clear that responder even understands the issue. The cameras currently function correctly but will stop functioning on Dec 2 as a result of Amazon ending its service. They did this as since Cloud Cam was developed they bought Ring and now have Blink cameras for which they charge a monthly fee, in order to force prior Cloud Cam owners to pay a monthly fee they made this decision.
Apple paid a settlement several years ago when accused in a similar matter that they slowed cell phones as they aged to force upgrades, Amazon is now effectively doing the same with Cloud Cameras. I spent over $500 in equipment a fews ago that will have no function starting Dec 2, not because of anything wrong with the product but instead a deliberate decision by Amazon to force convey to a product that has an associated monthly fee of $10/month

Sincerely,

*****************************
Initial Complaint
Date:11/04/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order at Amazon.com for a indash front and rear camera for my vehicle and when I went to Best Buy to get it installed in my car they told me they couldnt install it because I didnt bought it from them, I contacted Amazon through their mobile app they mailed me a *** returned label that and they charged me for the return label wich is ridiculous, anyways I went to the *** store in ******************* ******* 10/23/22 and I returned the package and its been 15 days the package was delivered 10/26/222 tracking number 1ZR7X0859011117717 and I keep calling Amazon and I talk to these reps that cant barely speak any English I guess Amazon hires this calls centers outside of ***************** and they keep giving me the run around , theyre rude and very unprofessional and they told me I have to wait 1 month to get my refund wich is unacceptable I am requesting them to refund me the $100 dollars that I paid for this camera and an apology for the way Ive been treated by their call center reps
Business Response
Date: 11/16/2022
Hello Carolina,

I'm Raman 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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,
Raman R.
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 11/23/2022

Complaint: 18361099

I am rejecting this response because:
I sent the item back 10/23/22 and Amazon received the items 10/26/22 and theyve been giving the run around to get my money back the order number is 114-6600348-5377804 it was a in dash camera Ive been called Amazon over 30 times and. Every single time I called them keep telling me I have to wait until 11/23/22 to get my money back from wich is ridiculous if I sent the item back and you have it why I need to wait 30 days to get my money back and the customer service people are so rude I will never shop at Amazon ever again I will write a letter to the *** to let him know how unprofessional and rude the call center reps are and how his employees are incompetent and theyre trying to steal $81 dollars from me even tough I did was I was supposed by returning the item brand new I couldnt use it because Best Buy made me buy the in dash camera from them to get it install in my car all I want is to get my money back simple as that .
Sincerely,

***************************
Business Response
Date: 11/30/2022
Hello Carolina,

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 sorry to hear of any misunderstanding regarding the refund on the return of your Order ID: ******************* and we regret the aggravation when you reached us on this issue.

The return processing notes show the return on Order ID: ******************* was received on Monday, November 21, 2022, the refund was issued on Wednesday, November 23, 2022 to your original payment method.

You should see the refund in 3-5 business days of issue.

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
Initial Complaint
Date:11/04/2022
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.
I bought a gaming desktop computer from Amazon.com. It comes with an offer of a free game code to be emailed to me 3 business days after it is shipped(https://www.amazon.com/stores/GeForce/GeForceRTX30Series/page/24CC0043-A034-460E-B290-CC7E5973B9AD ).To ensure that I am mistaken with the offer terms, I chatted with a Rohit of Amazon ***************** on 10/29/22 who confirmed that the offer does apply to the computer that I ordered and he promised to give 20% discount of the whole item plus a new game code if I do not get the code. Five days after the shipment, I still gave not received the code. I called Amazon on 11/4/22 and have conversations back and forth with ********, ******, ******* and *** about not receiving the code. After looking at the chat records, emails and Amazon offer webpage, they did not deny that item is eligible for a free game code and that their employee, Rohit did offer to give 20% discount plus a new game code in case I do not receive one. However, they could not give me the code due to some technical problems which they said they did not not why. They also refused to honor the promise of 20% discount, ignoring Amazon's responsibility that it should honor promise made by their employees. Some details regarding the items are provided as follows:Order Number : 1143972295-9787422 Order Date : 10/26/22 Shipment Date: 10/28/22 Delivery Date : 10/31/22
Business Response
Date: 11/15/2022
Hello Kinpui,

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.

We are sorry for the misunderstanding regarding the game code and have reviewed the issue in detail. We regret the inconvenience caused but will not be able to issue any refunds or promotional credits on this issue.

The item that you purchased, "https://www.amazon.com/stores/GeForce/GeForceRTX30Series/page/24CC0043-A034-460E-B290-CC7E5973B9AD", was not eligible for the game code.

You do have the option to check the order details page for more options under "Problem with an order" or similar.

I realize you're upset 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 these matters, and any further inquiries on this matter will not receive a response.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/04/2022
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.
10/27/22 I ordered a pair of Jabra headphone ($87) for my home business & received it the same day. When I received it I was having a hard time getting the mute button to work. 10/28/22 I got a UPC return code & took it to **** I've done several RMA's with Amazon and have NEVER had this problem with them. They've ALWAYS been my #1 go to. Anytime I return an item immediately I get an email from Amazon then later that night (same day as return) the refund is ALWAYS back in my account. I've always been pleased. 10/29/22 I don't have my refund I call customer service the girl that I spoke with I could tell that she might be new to this so I requested a supervisor she hung up on me. The second time I called the gentleman I talked to was friendly and I told him that I never received the email or my refund. He told me that he would send me the email that they received it so I know I'm closer to getting my money back. I got off the phone and seen that he sent me another UPC code. The third time I call spoke a lady told her my issue and requested a supervisor. The supervisor told me that in order to get my money back that I needed to go back to *** and have them scan the code. I drive back to *** and showed them my receipt and it was the same gentleman that scanned it 10/28 and he told me that he can guarantee me that the headphone were not there they were shipped off on 10/28. I asked him if he could scan the code for me again and he did.
Business Response
Date: 11/06/2022
Hello,

I'm *********************** from Amazon.com. I'm writing in response to a complaint filed on your behalf by Better Business Bureau.

I checked on the Jabra Evolve 40 Professional Wired Headset, Stereo, UC-Optimized - Telephone Headset for Greater Productivity, Superior Sound for Calls and Music, 3.5 you returned, and we haven't received your return package yet.

After the carrier has received your package, it can take up to two weeks for the return to be delivered to us and then processed.

I expect your return to complete soon.

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

Regards,
***********************
Customer Answer
Date: 11/08/2022

Complaint: 18360781

I am rejecting this response because: I think it is sad she refused to do the right thing. I'm a Prime Member and I have spent a lot of money with them. And as money as Amazon makes it would not cause them to go bankrupt to pay $87 for something they've already had back. It was obvious that ****** was unfriendly in her email response and not willing to help me.

Sincerely,

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

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