Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,741 total complaints in the last 3 years.
21,454 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:01/28/2023
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.
About 2 weeks before Christmas I uploaded over $500 in gift cards but I still had attached a credit card to it so I attached my fiance because I don't have one therefore it closed my account they've been telling me to call back every 4 days and have yet to return my money I still have pictures everything cards and the gift cards themselves so I can't use anything back even if I creating an account
Business Response
Date: 02/14/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2/14.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:01/28/2023
Type:Sales and Advertising 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, closed two accounts under my name. Each Account had a Gift Card Balance of approximately $250.00. The reason for the Account closure according to Amazon was "unusual account activity." When I contacted Amazon the representative would not explain what was meant by "unusual account activity." Since I am on disability I can not afford the loss. I do all of my shopping on line with Amazon and ******** The phone numbers associated with my Amazon Account are ************ and two others.I would ask that this Agency provide my with a written copy of my complaint as well as any steps it takes to assist me in this matter. The written documentation will help me show the court in any possible claim I might file with the court in order to resolve this matter against this Corp. Giant.
Business Response
Date: 02/11/2023
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.
Initial Complaint
Date:01/28/2023
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 placed the order on November 28, 2022 the order number 111-5081574-5059430. I received the package but since it was a Christmas gift it was opened only on Christmas, when I opened the box the item sent to me was incorrect, it was different ******* glasses not the same model as I ordered. I submitted the return and stated the reason incorrect item was sent. I followed all the steps on the return and sent back the glasses that I received. Shortly after I received an email that I returned the wrong item and I need to send back the correct one( which I never received in the first place). I returned exactly what I received. I have tried to contact Amazon to explain the situation and get help, but there nobody even was trying to help, they told me to appeal the decision through the email which I did. I asked them to lunch an investigation on their end and to check their inventory, the wrong item was sent to us somewhere they must to have our correct item. 5 minutes later after each email I sent, I received automated response that I need to send back the correct item. There no customer service, no response from real alive people only bots automatic emails. I have been a valued Amazon customer for many years with a thousands dollars spending each month, but after this Amazon Scam I reconsidering my membership and spending. They took the money from my account, delivered to me the wrong item, I returned this item back but never received my money back!!!! Very disappointed.
Business Response
Date: 01/31/2023
Hello *******,

I am ***********;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 understand that you have returned an item from the order #***-5081574-5059430 but received emails requesting to return the correct item for a refund. I'm sorry for the inconvenience caused with this.

I've checked the details of the return and see that the return was received for incorrect item and the correspondence provided on this by our support team is correct.

We cannot issue a refund for this order until we receive the correct item. If you have the item and would still like a refund, please return the item to us by 01 February, 2023.

If you would like to appeal this decision, please reply to the email sent to you dated: January 6, 2023 with the subject line "Your Amazon.com returns" to reach an Account Specialist.

Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

I realize you're upset, and I regret 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 this matter.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/31/2023

Complaint: 18945605

I am rejecting this response because: I already sent my Appeal to the Amazon multiple times, Im getting the same response over and over again - to return correct item(which I never received in a first place). Again I returned the exact item I received from the Amazon, it was Amazon mistake -they sent me the wrong item to begin with! And now they dont want to fix it, Im out of $240 and no glasses. Every person from customer service that I reached told me that there absolutely nothing they can do and has no option for me just appeal to the email which I did already 3 times!!!

Sincerely,

******************************************
Business Response
Date: 02/10/2023
Hello *******,

I am ***********;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 checked the details of the return and see that the return was received for incorrect item and the correspondence provided on this by our support team is correct.

If you would like to appeal this decision, please email to ************************************** to reach an Account Specialist.

Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

I realize you're upset, and I regret 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 this matter.

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

****** K
Amazon.com
***********************************
Customer Answer
Date: 02/13/2023

Complaint: 18945605

I am rejecting this response because:pls **************** read my response:
I already sent my Appeal to the Amazon multiple times, Im getting the same response over and over again - to return correct item(which I never received in a first place). Again I returned the exact item I received from the Amazon, it was Amazon mistake -they sent me the wrong item to begin with! Every person from customer service that I reached told me that there absolutely nothing they can do and has no option for me only appeal by email which I did already 3 times!!!

Sincerely,

******************************************
Initial Complaint
Date:01/28/2023
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.
My groceries were stolen a number of times due to driver error. 12/31 the driver didn't follow instructions and left the order outside the apartment building, which I have expressly warned them again because the thieves always get them. So Amazon refused to refund the $50 order. It was Christmas time and I wasn't going to get my groceries in time. I told them on the phone, thank you for letting me go hungry at Christmas. I have mobility issues and need my groceries delivered. I can't go to the lockers or I would.The order number is: 112-2563133-5384247 Date of delivery 12 31 2022 Total balance $48.98 I'd had problems with them several times earlier in the month, hence my hunger at Christmas comments, but this one was the final straw. Can you help me get refunded? I understand that they tire of refunding people when their drivers don't follow directions and people's packages are stolen. I understand! But I am on disability with a fixed income and limited mobility. I just can't deal with this all! Thank you, ***************************** ************
Business Response
Date: 02/09/2023
Hello,

Thank you for contacting us about your ongoing delivery issues. We take this type of feedback seriously, which is why I've further escalated this matter.

We've requested a refund of $48.98 to your EBT Card.

Since the order was paid for by EBT card, $48.98 will be returned to EBT balance in **** days.

Once processed, you'll also be able to see the refund request here:

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

In order to address your concerns, we've contacted our *********************** team for assistance. We're unable to specify how long it will take for our investigation to be complete, although we're working towards a resolution and will continue to do so until your concerns are resolved. During our investigation, it would be helpful if you'd notify us of similar issues.
Initial Complaint
Date:01/28/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AMAZON IS A LYING, STEALING COMPANY. THEIR SHIPPERS ARE LAZY AND DON'T DELIVER ON TIME!!! I PAID FOR ONE-DAY SHIPPING AND IT WAS NEVER DELIVERED!!!! MY ORDER WAS 111-6255553-4640213!!!! AMAZON'S CUSTOMER SERVICE IS USELESS AND I WILL NEVER USE THEM, IT'S A WASTE OF TIME. THIS WAS SUPPOSED TO BE DELIVERED ***TODAY*** JANUARY, 28TH; NOW IT SAYS THEY WILL "NOW DELIVER ON SUNDAY". PACKAGE HAS NEVER MOVED OUT OF ********* ******** AND I LIVE 4 HOURS AWAY!!!! AMAZON IS A COMPANY OF ****LIARS**** AS I LOOKED ON THE WEATHER MAP AND THERE IS ***NO "SEVERE WEATHER" AT ALL BETWEEN *********, AND ************!!!!! I WANT MY MONEY BACK!!!! IF I AM NOT REFUNDED, THEN I WILL FILE A CHARGEBACK!!!!!!!
Business Response
Date: 01/30/2023
Hello *************************,

I'm Arun 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 the complaint and understand your concern regarding the Order ID: ******************* delivery issues.

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

I've checked and see that the shipping charge which was charged for this order has already been refunded.

Also, the order shows delivered at the provided address.

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 the orders are delivered at the earliest possible and this issue not repeated.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 01/30/2023

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:01/28/2023
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 1/26/23 someone got into my amazon account and purchased ****** in gift cards.When I got in touch with them on the 1/26/23 the lady assured me I would have my money refunded back to my card with in 24 hours.Well 24 hours pasted and no money so I called again on 1/27/23 and this lady talked to her supervisor and he told her to tell me there's nothing they can do and I will not get a refund so I told her to transfer me to him and he said it's what she said and told me I will not get a refund.Seriously,it's not right,It was fraud and they won't do anything about it.I took all my info off their site and I won't do business with people like that.I'm a senior on a fixed income and I need my money back.
Business Response
Date: 02/15/2023
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 and orders.

I've checked and see that you have disputed the charges on both the orders and see that the chargeback was resolved in your favor. Monday, February 6, 2023 for $100.00 and Monday, February 6, 2023 for $150.01.

I hope this issue is already resolved.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:01/28/2023
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 ordered an item online and had it set for 2 day delivery with Prime. The package has not been delivered in over a week and customer service can only say we don't know whats going on. When asked to speak to someone in ******* they say they cannot help with that. I have been charged and they will not ship item even though it is in stock.
Business Response
Date: 01/30/2023
Hello ***************************,

I'm Arun 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 the complaint and understand your concern regarding the order delivery issues and prime membership charges.

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

I've checked and see that the order delivery was delayed in transit and we'll make sure that the order is delivered to you at the earliest possible.

Also, I'm sorry we'll not be able to refund the prime charges in this case.

However, I'll surely take this as 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 *********************************************** if we can be of further assistance.

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 02/01/2023

Complaint: 18944581

I am rejecting this response because:
The items have yet to be shipped.

Sincerely,

***************************
Business Response
Date: 02/12/2023
Hello ***************************,

I'm Arun 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 checked and see that the orders are in transit to your delivery address.

We'll make sure that the orders are delivered as per the scheduled delivery date.
Regards,

Arun
Amazon.com
Initial Complaint
Date:01/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put an order to be delivered from Amazon and the order was missing two items. Order # ***-2037446-1362605. I contact customer service and they seem to think Im claiming the whole order is missing when I repeatedly told the agent that two items were missing, not the order. The order cant be missing because a one time code was given and the delivery was left with the doorman. I have had an Amazon account for over 8 years and these last two years have had such a decline in delivery services, product services and now customer service. I had chat ended on me multiple times because I dont respond within 2 seconds or even as Im typing my response. Their agents are so quick to dismiss you and per the complaints here, it seems to be an ongoing issue. They recommended going to the police for a police report which was a complete waste of time, and I shouldn't even have to do. Apparently, having it reshipped wasnt an option which is ridiculous. Since when is a police report needed for a missing item? They stated that nothing can be done because nothing was stolen. They told me I have to contact them or the sellers, which, as stated before, is to no avail. Ive already decreased my usage with them because the products arent always on par with reviews and customer service seems to have no interest in helping customers. It is such a shame because these were vitamins that were needed and now Ill have to shop elsewhere for them.
Business Response
Date: 01/30/2023
Hello *********************,

I'm Arun 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 the complaint and understand your concern regarding the missing item.

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

I've checked and processed a refund for the missing item to the original payment method.

Refund of $111.92 will be credited to the card within the next 3 to 5 business days.

Hope this helped and solved the issue.

I once again apologize for the inconvenience.

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

Regards,
Aurn

Amazon.com
***********************************
Customer Answer
Date: 01/30/2023

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,

Jeenyn *******
Initial Complaint
Date:01/28/2023
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.
My KDP account was terminated on the January 2023, based on the fact that the titles published contained allegedly misleading content. The work in question is: Stylish Boards: Casual Spreads for Any Gathering-external_id:PRI-E14B42D0AJ7, Stylish Boards: Casual Spreads for Any Gathering- external_id:53329192 This is a cookbook with recipes for creating food boards. Anyway, there are differences of my book with others, and I list them below: This work was created by *********************************. No other authors are present with the same name in amazon. The cover has unique images that me myself took personally. The content of the book was checked for plagiarism with Turnitin. The book was regularly registered for copyright and I here attach the report. However, I have removed this book from my catalog and will no longer publish it.Nevertheless, I disagree with the way of acting of Amazon KDP content review team, and I think they acted with discrimination and not politically correct, for the following reasons: I never had any suspension in my account. My account was clean. Now for this mistake , my account was soon terminated, without giving me the possibility of a second chance and without a prior suspension. This second chance, with a prior suspension before terminating an account, is given to all publishers. Why I was discriminated from other publishers, and my account was terminated soon without giving me any further chance? And which rules determine that some publishers with books with misleading content had a prior suspension and a second chance to understand their mistake before completely terminate their account, and me not? With the termination of this account, I had an economic damage of **** dollars, that were the money I spent to build up all books. Finally, I gave my apologies to the content review team multiple times, explaining them that my mistake was due to inexperience, but I was always answered with an email written by an AI.
Business Response
Date: 02/07/2023
KDP has reviewed this case closely, we can confirm that we're upholding our decision to terminate this KDP account and this has been communicated to the user as well. Our Content Guidelines are for display here **************************************************************************.
Initial Complaint
Date:01/28/2023
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.
We mistakenly purchased the wrong size iPad and returned it to Whole Foods on December 6th. We have not gotten a refund, and Amazon insists that the item was never scanned into their system. When I press the issue, they hang up on me. We are now out $500 with no resolution.
Business Response
Date: 01/30/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************

Customer Answer
Date: 01/30/2023

Complaint: 18944098

I am rejecting this response because I am still pending a refund. The order number is 111-9121520-6029822. My account email address is ******************

Sincerely,

*****************************
Business Response
Date: 02/17/2023
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 BBB complaint and understand your concern about return refund of your order of "2022 Apple 10.9-inch iPad".

Upon checking your order, I found that the return was recently processed and a full refund of $453.57 was issued on February 15, 2023. Refund shall be processed to your original source of payment within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************

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