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.
21,744 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:11/08/2022
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 pay for Amazon prime and I expect to receive the benefits I pay for...I order many things and give them a lot of business! I use afterpay which is never a problem for any other person.... They do not process the orders right away so my order keeps getting declined... I then just use a regular credit card and the shipping that is supposed to be prime two-day shipping... It changes and sometimes the items take well over a week to get to me. This is not a one-time problem, this is a recurring problem! If I'm paying for two days shipping then I should get it! I understand there's items that *** not be in the warehouse, but it can't possibly be happening to every item on every order!! I spoke to a representative today, November 8th at 2:20 p.m. she was really rude and hung up on me, I called back and spoke to someone else who told me items are having issues at the warehouse. I then asked for a supervisor and she told me that wouldn't be possible because they would give me the same answer... She then put me on hold for 5 minutes and came back and said nobody was available!! Their customer service is becoming ridiculous!
Business Response
Date: 11/10/2022
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 prime orders.

With Prime two day shipping the order is shipped using two day shipping and this counts once the order ships and not once the order is placed. However, we always ensure that the checkout date is accurate as per the circumstances. You can verify the date of delivery at the checkout and decide if that would get to your on time.

I've already forwarded the feedback to the Prime team so that they can work on future improvements.

In addition to free delivery, Prime members can still enjoy entertainment benefits, including unlimited streaming access to thousands of movies and TV shows on Prime Video; two million songs with Amazon Music; a free rotating selection of more than ***** books; magazines and comics with Prime Reading; free games and loot with Twitch Prime; and more.

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: 11/11/2022

Complaint: 18376356

I am rejecting this response because:
Customer service representatives are rude and when they say it'll be delivered a certain day, and then it continually reschedules.... That's ridiculous
Sincerely,

***********************
Initial Complaint
Date:11/08/2022
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.
My account was placed on hold and when trying to take my account off of hold, Amazon charged me a weekly membership fee and increased the rate of the monthly fee. I've tried to resolve this issue multiple times. And I was assured by Amazon agents that everything will return to normal after the trial membership has ended. I also never purchased the trial membership. I tried to restore my account and it automatically purchased a weekly trial membership instead. So I never agreed to that purchase and it wasn't even what I signed up for.
Business Response
Date: 11/10/2022
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 you are back to $6.99 Prime membership from November 9, 2022.

Your previous charge of $14.99 was refunded on the same day. I hope your issue is already resolved.

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: 11/11/2022

Complaint: 18376469

I am rejecting this response because: I still don't understand why I was charged $1.99 for a week membership when trying to renew my membership.

Sincerely,

*************************
Business Response
Date: 11/19/2022
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 charge of $1.99 to your card. I've issued a full refund for the same. You will see the refund in 5 business days.

Subscriptions cannot be made without approval of the account holder. I've forwarded this as a feedback to the concerned team for future improvements.

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:11/08/2022
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.
Hello, I am filing a complaint against Amazon, because my Seller Account was erroneously suspended, due to false allegations that it I placed fake orders of my competitors inventory, in order to temporarily hold their inventory and prevent them from making sales.I confidently confirm that I have NEVER engaged in such activity. I am an honest seller and would never violate Amazons policies and hurt my competitor. Furthermore, I would never jeopardize my entire business by violating Amazons policies. I suspect that black-hat players placed fake orders on many of my competitors listings, and then pointed fingers at me, knowing it would appear that I engaged in such abusive behavior and that I have no way to disprove.This is clearly a false-positive suspicion. Amazon is blaming the VICTIM of the black hatters. I have ZERO motive to create fake orders, and NEVER did so.All my pleas, explanations, and evidence have fallen on deaf ears and my appeals were completely ignored. My account is now shut for almost 4 weeks, and Ive lost over $900K in sales. My entire business was brought to its knees due to this misguided claim. I am therefore turning to the Better Business Bureau in hope that you can help me correct this injustice. I sincerely hope that you can help me reinstate my account, my business, and the livelihood of my 150+ employees. Your attention to this matter is greatly appreciated. Thank You
Business Response
Date: 11/10/2022
Dear Seller,

Greetings from Amazon.com Executive Seller Relations Team.

I have investigated the Account: A2F16HI5S35R6P.
The current status of the account is active. The account is not suspended and its status is Normal.
If you are referring to another account please write to us with the e-mail address registered to the account.
We appreciate your understanding in this regard.
Customer Answer
Date: 11/10/2022

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:11/08/2022
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 pay a high fee for Amazon Prime service in order to receive Prime packages in one or two days as promised. Again, Amazon has failed to provide the service I am paying for, this time for a next-day delivery that was not delivered on time: Order# ***-0007866-4493847 I would like a partial refund or alternately an extension of my Amazon Prime subscription because of Amazon's failure to perform. Or if that is not possible, a $10 courtesy credit in lieu of refund as a good-faith gesture.
Business Response
Date: 11/10/2022
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 delay in delivery for your Order# ***-0007866-4493847.

Upon checking I see that there is no tracking update, the item seems to be lost in transit. I have replaced the item to you with fastest shipping available. It will be delivered to you by the estimated delivery: Friday, November 11, 2022.

I've issued a $10.00 promotional certificate to your Amazon.com account for any inconvenience , which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

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 in this matter.

Regards,
Pratap
Initial Complaint
Date:11/08/2022
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.com Seller ******** sold me 2x Magic: The Gathering Dominaria United Collector Booster Box | 12 Packs + Box Topper Card (181 Magic Cards) for a total price of $480.70 package was to be delivered on 10/07/2022. Items where never received; I contacted the Seller on 10/08/2022 and they responded on 10/10/2022 with this message. ********, We'd like to start off by thanking you for your order. Upon looking into this order's tracking number, **** **********************, it appears that the order was delivered on October 7th and was signed for by: **********. Please let us know if you have any questions. Regards, *******. I filed a claim with Amazon Prior to receiving this, on 10/11/2022 Seller Responded "Unfortunately, as a seller, we have to go off the tracking number. We recommend reaching out to **** to see if they can communicate with the driver and find out where the package was left. We also recommend contacting Amazon to see if they can help credit you for the order."Regards, ******* Amazon has Denied this Claim 4 Times Now when they have an *** Guarantee, and they were reached out to within just 3 days after delivered items were supposed to be there. All I want is a refund of my money that is owed to me and for Amazon or the seller to live up to what the Guarantee is.I have attached email files directly from the Seller and Amazon.com on the back and forth I have gone with them over the past month, and they refuse to do anything about it phone call after phone call with them and the last call they canceled my claim completely.
Business Response
Date: 11/18/2022
Hello,

We have closed A-to-z Guarantee Claim for Order 111-0171654-8477877 because the tracking information for this order shows that the shipment has been delivered. For help finding the package, we recommend that buyer contacts the carrier.

Sincerely,
Customer Answer
Date: 11/18/2022

Complaint: 18375791

I am rejecting this response because: I have been in contact with both the Seller and the carrier ***** Seller has told me to contact Amazon, I have contacted the carrier as well. There has been NO Package found around my house or the mailbox. It was said to have been left in my mailbox which the item was not in there. Amazon A-Z covers if a package is Lost or Stolen, and they are not honoring their Guarantee. The Carrier can do absolutely nothing for mail that has been lost or stolen after Delivery. This is just a way for Amazon to Avoid and Not honor their A-Z Claims even after being reported within the time period.
If this was **** and something happened, they would have refunded my money.

Sincerely,

*************************
Initial Complaint
Date:11/08/2022
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.
On August 1, 2022, I ordered a computer from Amazon.On August 5, 2022, the computer arrived.It was clear from the Amazon site that the window of return period (the warranty) was 3 months or 90 days.The computer is not holding a charge.One of the reasons I purchased the computer was because of the warranty.Amazon closed the return window on November 2 as opposed to November 5, 2022.I want Amazon to honor the warranty.
Business Response
Date: 11/10/2022
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 regrading the computer that you have ordered from Amazon.

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

Customer Answer
Date: 11/10/2022

Complaint: 18375883

I am rejecting this response because: I did answer his e-mail and I did provide more information. Amazon is not behaving truthfully. It now has all of the information needed.

Sincerely,

***********************************
Customer Answer
Date: 11/16/2022
I did send it and Amazon resolved the matter to my satisfaction.
Initial Complaint
Date:11/08/2022
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 *** ryzen 9 5950x on 8/25/22 and it was delivered 8/29/22. The item was defective and I elected to return the product 9/1/22. In returning the product I sent back the wrong CPU as the printed markings were erased due to the use of thermal paste upon proper installation and sent back my own working Ryzen 7 3800x because CPU's are identical without proper markings on the mating surface. Amazon notified me of the wrong item sent back and stated they were going to be sending me my CPU back so that I may return the defective one I ordered from them originally. I was provided a false tracking number and contacted Amazon via phone and email to no success, I was recently told that my CPU that i sent back was disposed of and I cannot get a refund anymore because the return window is closed
Business Response
Date: 11/10/2022
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 *** Ryzen 9 5950X 16-core, 32-Thread Unlocked Desktop Processor.

Upon checking I see that our ****************** advised us that they received an incorrect item. Hence we are unable to issue a refund.

We are unable to send back the incorrect item to you as it has been discarded.

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: 11/10/2022

And what of my Item that was clearly stated in a email from amazon was being sent back accompanied with a tracking number, and yet recently disclosed after the return window had closed was disposed of?

Complaint: 18375625

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:11/08/2022
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.
July 13th 2022 I returned this item back to Amazon and it is confirmed as returned to their facility. Amazon told me to wait until November 8th for the refund and when I contacted them today they gave me the runaround again. I am owed a refund of $285.38. Please help.
Business Response
Date: 11/10/2022
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 returned 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
Customer Answer
Date: 11/10/2022

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:11/08/2022
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 is refusing to allow me to update my email and phone contact info and get access to my prime account which has my digital purchases and such. This is theft to take money from people and not allow them access to their purchases. Because my old email was hacked and many things attached to it were compromised and I cannot get access to my old email or bank info as well as into my Amazon account due to passwords being changed. I have contacted the company and spoke with customer service and provided info regarding my most recent purchases as well as my address and social security number and they still refuse to allow me into my account or update the contact info. I ask for help addressing this issue before I take matters into my own hands because I as well as many other people do not appreciate being stolen from or taken advantage.
Business Response
Date: 11/10/2022
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 account.

Since our usual password reset methods won't work for this specific situation, you'll need to contact our Account Specialists by phone to manually update the email address on your account. To contact us, visit https://www.amazon.com/passwordreset and follow the "Forgot your password?" prompt.

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: 11/15/2022

Complaint: 18375467

I am rejecting this response because: multiple times I have tried to follow there instructions and every time it proves to be a run around. The company sends me to an account specialist who then asks me various security questions which I answer to the best of my ability and know that they are accurate if I can provide them the information. However I no longer have bank account information or access as that account was closed in July. I cant access my previous email or phone since the email was hacked and password changed and the phone was traded and number changed due to the email issue because it compromised too much. They will not do anything but give me a run around in the issue with the same result every time refusing to let me into my account or update my new contact details. I have also now filed a complaint with the ********* attorney generals office and the reference number to that is ******* and have also filed a complaint with the ************************ as well as a police report with the ****** PD in ********* and that file number is ********. I want criminal Felony theft and fraud charges against Amazon for keeping me from the $3600 worth of digital content I paid for since they continue to refuse to allow me access to it. Their attempts are nothing but a smoke screen and effort to just get me to give up because they ask me to go to link which only works with previous email I dont have access to then tell me to contact an account specialist who tells me they will work with me and get it taken care of only to then tell me I do not pass the security protocols which is bogus because I answer ever question honestly and accurately if I am able to answer with the exception of bank info which I no longer have access to. Yet they keep denying me access to my account and refusing to update my info regardless of what they say. This company is corrupt and needs to be held accountable. This is also a Felony amount they are withholding me from and will not address favorably. So I reject their response for that reason. I wish to proceed further with criminal charges against Amazon due to their failure to comply.

Sincerely,

*****************************
Initial Complaint
Date:11/08/2022
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 ordered and received a bottle of body wash with a broken seal, causing the bottle to leak all over, including the packaging. As a result, I discarded the item. I am now being told in order to receive a refund, I will need to fetch this bottle from the trash can and return it.You mean to tell me, I have to return, a now dirty, grimey slimey bottle of body wash in order to receive a refund of $12.12!ORDER # ***-6460472-7490620
Business Response
Date: 11/10/2022
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 damaged item Vanicream Gentle Body Wash.

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

I've issued a refund of $12.12 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another. In this case, there's no need to return the item for us to issue a refund.
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.

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

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