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

59,335 total complaints in the last 3 years.
21,801 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:02/14/2023
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 ordered Groceries on Fresh.com on 02/10/2023 to be delivered between 10 am and 12 pm the same day. The money was instantly removed from my account. My order was said to be fulfilled around 10:30. I was concerned (because I had frozen items in the order) and I noticed no driver had picked up my groceries, so I called Amazon **************** at 12 pm, and was told the driver was on the way and gave me a 10% credit for Fresh.com because it was after the delivery time.After 12:30 pm the Delay Message was posted, and nearly 30 minutes later the order was canceled.I called Amazon **************** on 02/12/2023 concerning my refund and was informed the Fresh location had permanently closed the first week in February. So Amazon took my money, and now it's held up in pending Status because my bank wants to confirm Amazon won't collect the money. It has been 5 days (only they don't count the weekend) and I cannot use that money to purchase groceries elsewhere. I am very inconvenienced by the whole ordeal, and want them to compensate me for all the days I have to wait to be refunded and purchase groceries.
Business Response
Date: 02/15/2023
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'm very sorry to hear about the frustrating experience that you've had recently with our team regarding your amazon account.I can certainly understand your request and we will work on improving our services.

I see that concerned team has already issued $ 10 promotional certificate, To make this right for you, I have issued additional $ 10 promotional certificate to your amazon account for the inconvenience caused.

I see that Order ID: ******************* is cancelled, So funds will be automatically refunded by your issuing card provider within 3 to 5 business days.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 02/15/2023

Complaint: 19402736

I am rejecting this response because:
I can only use the 10 dollar credits with Amazon. So they are still benefiting from this ordeal. This is over services that once I sign into my Amazon Prime account; I can still put in an Amazon Fresh order that I will never receive, and experience this ordeal again. Amazon wronged me, and I should not be credited just to spend money with them again.
They need to put in place an algorithms that stops people from shopping Amazon Fresh in the *************, ** area if there is no longer a Fresh store to shop from.

Sincerely,

*****************************
Initial Complaint
Date:02/14/2023
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.
I have been having ongoing issues with the music app - part of my Amazon membership. Since they changed the features of their app it has not worked properly. It does not shuffle as they state it should. I have tried their troubleshooting which doesnt change anything. Many other issues such as repeating the same song over and over. I need to continuously close the app and reopen to get it to work properly and play more than the same **** songs - while driving! Their main solution they keep telling me to do is to upgrade. Basically pay more for more features - they cant get their basic features to work correctly I am not paying more for more features. They purposely cause the included music feature to not work so that people will upgrade to the unlimited music. There is plenty of music to listen to on my current version - they just need to make it accessible like they claim it is. This is in addition to the fact that my Amazon orders no longer receive the shipping I should be getting either. If this is not resolved I will cancel memberships entirely and request a refund for the last few months of having issues.
Business Response
Date: 02/28/2023
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 the concern you have shared with reference the Prime Music App and have passed on your feedback to the correct internal teams. We regret the inconvenience reported.

Prime Music provides unlimited, ad-free access to over a million songs, more than a thousand curated Prime Playlists, and personalized Prime Stations at no additional cost for Amazon Prime members in the U.S. Prime Playlists are hand-crafted collections of songs from Amazons Prime Music catalog. You can also mix your own music plus Prime Music to create your own playlists. Prime Stations are ad-******* can even pause, replay, or skip without restriction as often as youd like.

On phones and tablets with the supported Amazon Music app installed, Prime members can also download Prime Music (including Prime Playlists) for offline playback. Prime Music is not available to be exported or for use outside of the Amazon Music app. Amazon Music Unlimited Subscription offers you access to a much later set of titles far in excess of the small subset that Prime Music offers.

In this case, if you are running into issues with the Amazon Music app, we would recommend you reach our Technical Support Teams for troubleshooting and assistance. We are not able to make a determination of the issue over email and reaching them is faster and more effective.

Prime Music is one of the many benefits available exclusively with your Prime membership. To learn more about Amazon Prime, go to:
**********************************************************

You can cancel your Amazon Prime membership and receive a refund of the membership fee if you or your registered guests haven't used the membership benefits. To cancel your membership, please visit the membership cancellation page: *********************************

More information about Amazon Prime, including membership Terms & Conditions, can be found on our Help pages:
**********************************************************

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:02/14/2023
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 made an order back in December which was completely bungled. None of the items arrived including a monitor. The tracking clearly shows it wasn't delivered and Amazon admits this but refuses to issue a refund. I paid and got scrwed over. I am looking for a refund of $631.27
Business Response
Date: 02/16/2023
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 on the delivery on the delivery of your Order ID: *******************; I have reviewed it in detail. We have reviewed the delivery and issued the refund.

The refund of $631.27 was already issued on Monday, January 2, 2023 to the MasterCard on your account.

We will not be able to issue the refund all over.

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

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 02/17/2023

Complaint: 19402744

I am rejecting this response because: The item you have said was refunded is NOT the same item as the one I am making the complaint about. I have ordered 2 of the same type of monitor and received ZERO. ONE was refunded, the other is still listed as "On the way". After spending a long time with chat to get the agents to understand, they finally understood and ************ agreed to refund the SECOND monitor I HAVE NOT RECEIVED. I have since gotten an email that a refunded would be provided even though you now know I never received the item.

Sincerely,

*********************
Business Response
Date: 02/24/2023
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 the concern that you have conveyed regarding the second monitor, and reviewed the issue all over. While we regret the oversight, we will not be able to issue a refund at this time.

The two monitors referred to were shipped on tracking ending ********* and *********, where one of them showed as delayed in transit and the other was delivered.

We have issued the refund on the delayed shipment, but a careful review of the tracking ending ****** evidences the items were delivered to the correct location.

You may wish to contact your local police authorities and the shipping carrier] 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 [45 DAYS AFTER THE DELIVERY DATE] 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.

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

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 03/10/2023

Complaint: 19402744

I am rejecting this response because:

The statement about the refunded monitor is incorrect. The refunded monitor is the one that was part of the bungled delivery that I never received. That chatlogs clearly show this. The one marked as delayed is the one that is NOT refunded or replaced.

Sincerely,

*********************
Initial Complaint
Date:02/14/2023
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 purchased $10,000 worth of Amazon Gift Card on December 16th, 2022. I was told they would be delivered to my home address. I never received any delivery and the items were sent to ********, which I was not informed about. By the time I received this information ******** sent these gift cards back to Amazon. I have contacted Amazon a total of 4 times. Each time I am told the refund would hit the credit card in 4-5 days. As yet there has been no refund and Amazon have never sent any email letting me know they are taking care of this issue.I have attached receipt and chat with Amazon.
Business Response
Date: 02/19/2023
Hello,

I am Mahendra from Amazon.com.

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

I'm sorry for the inconvenience caused with the order #***-4630058-5185067 due to the delay.

Based on the order tracking details, Tracking: 1Z0RV4762924630840 & Tracking: 1Z0RV4762924622813 it is picked up by you.

We are taking highest possible measures to make sure the packages are delivered to the customers in time. However, due to unforeseen reasons we are still experiencing some issues delivering the items.

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

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

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:02/14/2023
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.
The last 10 bbb reps for amazon refused to make sure Logistics is deprioritized. Amazon Logistics warehouse supervisor refuses to honor Corperate offices demands to deprioritize logistics.Lotistics drivers refuse to deliver my packages for 3 years.Logistics driver refused to deliver item under tracking number TBA305293866110 , and refused to follow the directions demanded by corperate office, BBB reps, and customer.Logistic drivers continue to lie about where they are leaving the packages, claiming leaving in the mailroom.I demand to know where my package is. I just arrived from Europe to find that the photos taken prove that the driveres refused to follow the instructions and also the photos do not show my package anywhere. If the BBB rep can identify my poackages, I welcome them to point out which one is mine.
Business Response
Date: 02/15/2023
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 delivery.

Upon checking we've escalated the issue to concerned team in complaint #********. We request you allow us sometime, so that our team can work on it and get back to you with an update on it.

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,
*********
Initial Complaint
Date:02/14/2023
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.
I really enjoy the ease and convenience Amazon shopping provides. But I just found two subscriptions **** and Stars) that theyve been charging me for, for quite some time. I never signed up for them, nor received a bill or invoice. I dont even know how they were charging me as neither charge ever showed up on my bank statements. I think they rolled it into one charge along with my Prime Membership so it went unnoticed. Borderline fraud in my opinion.
Business Response
Date: 02/15/2023
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 unauthorized subscription for *** and Stars.

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

Upon checking I see that your *** and Stars subscription has been cancelled and refunded.

I've forwarded this feedback to the appropriate team for further review on it.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 02/16/2023

Complaint: 19402592

I am rejecting this response because:
The refund of the charges was satisfactory. The part I have issue with is that they ever ended up on my account in the first place. Amazon claims I "signed up" for these subscriptions, but two of the three of them I had never even heard of, nor knew what they were. I have a hard time understanding how I even would have signed up for them in the first place unless it was some sort of fine print shady add on that I didn't even know I was accessing. Even then, the fact that I never received a bill or invoice I find HIGHLY concerning as well. Nor is it the only time I've had trouble with Amazon charging on file cards for things that SHOULD NOT have been authorized. You either have to risk the unauthorized charges Amazon freely charges to any payment options you keep on file or sacrifice the convenience of keeping payment options on file to make APPROVED purchases.
Bottom line, is that ANY charge made for any reason should need authorization and invoicing/billing notification from the account holder. Amazon should not be able to charge bogus "subscriptions" costs or any thing else with little to no notice.

Sincerely,

*************************
Initial Complaint
Date:02/14/2023
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.
The last 10 bbb reps for amazon refused to make sure Logistics is deprioritized. Amazon Logistics warehouse supervisor refuses to honor Corperate offices demands to deprioritize logistics.Lotistics drivers refuse to deliver my packages for 3 years.Logistics driver refused to deliver item under tracking number TBA305293866110 , and refused to follow the directions demanded by corperate office, BBB reps, and customer.Logistic drivers continue to lie about where they are leaving the packages, claiming leaving in the mailroom.I demand to know where my package is. I just arrived from Europe to find that the photos taken prove that the driveres refused to follow the instructions and also the photos do not show my package anywhere. If the BBB rep can identify my poackages, I welcome them to point out which one is mine.
Business Response
Date: 02/24/2023
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#***-1877557-8763408.

Based on the results of our investigation, we aren't able to provide a replacement or a refund for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ********************************************************************************************* more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.

Regards,

*********
Customer Answer
Date: 02/25/2023

Complaint: 19402545

I am rejecting this response because:
You're driver never delivered the item. As seen in the photo provided.
They did not deliver the item to my address, as recorded by the driver.

I do not have a workplace, I am paying your for a service. The service I am paying you for is to deliver my items. You have not delivered my items to my address. And this is an intentional by your drivers because htye have a personal grudge out against me.
These are personal attacks on me.

If you want me to take 2 hours out of every day to go to a locker and pick it up, then I request that I receive amazon prime for free. Because your drivers refuse to deliver my items

Sincerely,

*********************
Initial Complaint
Date:02/14/2023
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.
Hi,So amazon closed my account without a valid explanation. I received a mail from the specialists' team from amazon that they closed my account because they linked my account to another account that got linked. I received the following info from them,"As we informed you earlier, we have closed this account. Our records show that we previously closed an account of yours for violating the terms of our Conditions of Use agreement. When we close your account for violating the terms of an agreement, you cannot open a new account or use another account to place orders on our site. After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site"Now there is a big problem and quite a worrying one. They are making up false accusations. I never used amazon before I only have 1 account which they locked. I asked them for some documentation supporting their claim or just anything which proves the point that I had a second account but I keep on getting the same automated robotic emails.Please help me to get my account reinstated Many thanks!
Business Response
Date: 03/08/2023
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 3/8/2023. We have sent the information to this email ******************** because the account related to the email that the customer is using here is new.

Sincerely,

***
Amazon.com
Initial Complaint
Date:02/14/2023
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.
On November 14, 2022 I ordered a BN-LINK In-wall Countdown Timer from Amazon. I received the device on November 16, 2022. Screenshot attached.The device has failed to start counting down and remained ON several times recently. On February 13, 2023 I contacted Amazon at the number shown in the screenshot . I was told that I would need to contact the manufacturer. I pointed out the screenshot states Free 90 day coverage. The Amazon rep refused to honor that coverage.
Business Response
Date: 02/15/2023
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 regarding the defective item BN-LINK Heavy Duty 60-Minute in-Wall Spring Loaded Countdown Timer, Mechanical Switch,for Bathroom Fan ,Lights Timer.

Upon checking, I see that the return window was expired. Unfortunately we will not able to send the replacement or issue the refund in this case.

I'd suggest you to please contact the manufacturer if the product is under warranty.

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

Regards,
Pratap

Customer Answer
Date: 02/17/2023

Complaint: 19401089

I am rejecting this response because:
Amazon states that they provide Free 90 day coverage. See photo from original complaint.

Sincerely,

*************************
Initial Complaint
Date:02/14/2023
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 tried to send a birthday gift card so I started searching on amazon.com. I meant to buy an amazon gift card but the website was too smart and gave a delta gift card. (order number 112-1314524-2410600)assuming I was dealing with amazon business I purchased the gift card but finally found the card is useless.I have to complain the amazon website is misleading on the search results, or lt least it failed to indicate that the user is not purchase an ******************** product.I tries to reach their customer support but was told the purchase is non refundable, according to their return policy, which is no where no find in the order process.Now the $500 purchase went to no where and I have no way to get my money back.
Business Response
Date: 02/15/2023
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 that you ordered Delta gift card by mistake.

Upon entering "gift card" into the Amazon website search bar I see that the website shows the search results for an Amazon gift card.

Unfortunately We are unable to cancel branded gift cards as they are non-refundable as per terms and conditions.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 02/16/2023

Complaint: 19401063

I am rejecting this response because: I don't think you ALWAYS get the same "amazon gift card" results, as in my case, it didn't. Please don't try misleading your customers again!

Sincerely,

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

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