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

59,230 total complaints in the last 3 years.
21,683 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:01/12/2023
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.
My friend sent me a Switch via Amazon as a gift. I initiated a gift return and gave it to *** (amazon selected carrier) on December 10th. On December 16th, I called customer service of ********************** and the agent told me the refund will be issued to my amazon account on Monday (December 19) which did not happen. On December 20th, the online chat agent told me that the refund would take another 5-7 days which did not happen either. On December 26th, another online chat agent said he/she issued a ticket and I should receive the refund within 72 hours which did not happen. On the same day, an email from the Billing team at Amazon was sent to me saying that the refund should be processed by January 9, 2023. They did acknowledge they received the package on December 13th, but just don't issue the refund within the timeframe they said. What they did is each time you asked, they just tell you a later date.Up until today (January 12, 2023), I still haven't received my refund. I guess this will be an endless journey. Whoever read this message, please learn from my experience.
Business Response
Date: 01/17/2023
Hello Xiaoming,

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'm sorry for the inconvenience caused with the return processing of the gift item returned.

To help you with this, I have issued the refund on the gift return for the amounts of $299.99 on January 15, 2023 and $18 on January 18, 2023 to correct the item total.

You can view your gift card balance and activity here: ************************************************

I'm glad I could help! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/17/2023

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,

Xiaoming Du
Initial Complaint
Date:01/12/2023
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.
Amazon website re-started Prime Membership charges without telling me. I was previously a Prime Member and cancelled some time in 2021. I had later still purchased rental movies now and again on Prime Video and paid for those, thinking those charges were just a one-off. What the Amazon support rep told me just now is that since I rented a movie, that prime membership was automatically re-enabled. I argued that they have to tell me that I'm not only paying for a movie, but that Prime Membership and charges are being enabled like posting a message like this - "Renting this movie will automatically enroll you in Amazon Prime whose payments cost is x$ per month. Do You Want to Continue?" But that question was never displayed on the screen. As far as I was concerned, I just rented and paid for the movie rental. My wife pays the bills and didn't recognize that she was paying Prime membership charges since about May last year. Amazon can't just start charging me Prime without me agreeing to it in an obvious way. The rep also argued that I have had some prime shipping since that time. Amazon has given me 2 day shipping a number of times without being a prime member. I thought it was just defaulting to some prime shipment method. They can't just say - you bought an item that qualified for prime shipping and restart an expensive annual membership without telling me. Since it would be easy to prompt people to tell them that a movie rental will AUTOMATICALLY ENROLL ME IN PRIME MEMBERSHIP, then what they did was on purpose and underhanded. All prime charges in 2022 must be refunded as I did not agree to re-instating that service. $98.07. And I don't want a Amazon gift card. I would like it refunded to my credit card associated with my account please. The attached file shows the charges.Sincerely,*****************
Business Response
Date: 01/14/2023
Hello Mr ****,
.
I'm Abhishek 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.

We're sorry to know about the inconvenience you've had with the charges.

However, the information shared by the associated is correct. As the benefits are used we cannot issue a refund for these charges. I can confirm that you'll not be charged for prime as the auto renew has been changed to 'No'.

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

Abhishek
Amazon.com
***********************************
Customer Answer
Date: 01/20/2023

Complaint: 18729645

I am rejecting this response because:
I never knowingly agreed to re-enable amazon prime. If you think I did, then please provide proof.

Sincerely,

*****************
Initial Complaint
Date:01/12/2023
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.
Im *****************. I regret to inform you that my store ********************* has been absent from Amazon's marketplace for more than a year and a month. I know that you are not to blame; rather, I believe that you have done your bit to assist me in finding solutions for the vendors. I first addressed you on October 22 and again on November 18, but I continue at the same worrying point. In conclusion, despite the fact that I complied with Amazon's requests, NONE RECEIVED NONE AT ALL. Please don't disregard my case and assist me in reestablishing access to my account.
Business Response
Date: 01/15/2023
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 1/15/2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 01/16/2023

Complaint: 18729641

I am rejecting this response because: I have yet to receive any response from Amazon; kindly have them get in touch with me.

Sincerely,

Cod Ball
Business Response
Date: 01/25/2023
Hello *****************,

We do not have enough information to reinstate your account for one or more of the following reasons:
-- Evidence of delivery or verify that currently uploaded tracking information is correct. Tracking information may be provided in the Manage Orders section of your seller account. This may include buyer confirmation of receipt or proof-of-delivery documentation.
-- You may be missing critical business information from your account to validate positive buyer-seller history across other sales channels. Provide supporting documents that includes but are not limited to business website and email or company bank information.
-- We have observed a significant increase to your sales or an unusual change in your selling patterns. Please provide us supporting evidence that you have inventory to fulfill all of the orders placed. This includes but is not limited to copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days.

How do I send the required information?
Please click on the View Appeal button on the Account Health page (***************************************************************************) and submit additional information as requested.

What happens if I do not send the requested information?
If we do not receive the requested information within 90 days of the original notification, your account will remain deactivated. Do not attempt to create a new seller account. Creating a new account will delay the reactivation process and may lead to permanent closure of your account.

We're here to help.
If you have questions about this review or the information requested above, visit selling account reviews for seller-fulfilled orders (***********************************************************).

You can view your account performance (***************************************************************************) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the iOS app: ****************************************************************************
-- Download the Android app: ********************************************************************************************************

Thank you,

Amazon.com
Initial Complaint
Date:01/12/2023
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 12/16/2022,I placed order number 114-38202320-3901060 for two OUKITEL WP8 PRO UNLOCKED RUGGED SMART PHONES. I paid $386.24. The description stated that it would work on all carrier networks. I received them 12/19. Well, the first day I used it, calls would drop. I was able to send text messages but not able to see them. ******* had locked me out of the network because the phone is not the same capability as what the phone had advertised. On 12/26, I started to process the return but I do not have a printer to print the return label. I contacted the representative chat and was advised one would be mailed but is costing me $2. I had not received the labels by 1/1 so I contacted the chat to ask if it was shipped. The representative was unsure but he was able to arrange a *** pickup the next day. I was given reference numbers ************************* The *** picked up the package around ****am on 1/2 and gave me tracking number 1z6e55407852192957. I tracked the package online. It arrived at the ************, ** AMAZON plant on 1/5. I was told multiple things regarding my return but I don't have a phone that works now and no money to buy one until this shows back on my card. I am so ***ET I even canceled a subscribe and save. There is no email address to provide information only chats and calls
Business Response
Date: 01/14/2023
Hello Ms *********,
.
I'm Abhishek 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.

We understand your concerns regarding the issue with the return of the order #***-3820230-3901060.

Products once returned can occasionally take 30 days to be received and processed. We request you to wait for 30 days from the date of return for the items to be received and processed.

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

Abhishek
Amazon.com
***********************************
Initial Complaint
Date:01/12/2023
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 bought a set of curtain, package was left on the sidewalk, I don't have the package. I reached the company explaining the problem and they told me they are not responsible for lost package. They can't replace the item I pay 107 dollars so is my lost.
Business Response
Date: 01/14/2023
Hello,

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

I'm sorry that the package says delivered but did not arrive.

I've checked on it and I can see the issue was escalated to our team and they have investigated this matter. Based on the results of our investigation, we aren't able to provide a REPLACEMENT/REFUND for this order 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 are unable to share any further insight or investigation details. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/15/2023
Complaint: 18729501

I am rejecting this response because: I have bought many things from Amazon. The carrier always call me to let me know they are by the door. They never called me. They leave the package at the door there's no porch just a hight transitable sidewalk. My daughter was home they didn't knock at the door. Unacceptable

Sincerely,

********************* *********
Initial Complaint
Date:01/12/2023
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 appeal to Amazon A-to-z Guarantee in referenced order # ***-8951742-5807434 was denied based on an unfounded response from A to Z stating that "the merchandise was not shipped in a timely manner." It is on record that this order was placed on Nov 28; It was shipped on Nov 29 and delivered on December 2, 2022.It is obvious that the rep from Amazon never actually looked at the tracking number from this transaction that shows proof that the item was delivered on December 2, 2022 to zipcode, exactly 5 days BEFORE Amazon stipulated.I provided ample evidence to refute the customer's claim, but ********************** still took my money and this customer kept my merchandise*.Here is the tracking page link from ***** once again. I will appreciate another fair look at this claim. Thanks!************************************************************************************* here is a copy of amazon response:Hello,Thank you for taking the time to provide us with more information regarding your claim on order ***-8951742-5807434. Upon further review, we have decided to uphold our original decision.Why was my appeal denied?We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner. You must ship media products (books, music, DVD, and video) within 2 business days of the close of a sale. Non-media products must be shipped by the shipping availability date you specify in the product feed. In this case, the order should have been received by the buyer no later than December 7, 2022. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more.********************************************************** For more information about the A-to-z Guarantee policy, refer to our help pages.***************************************************************************** Thank you.-Amazon
Business Response
Date: 01/25/2023
Hello,
We have reviewed appeal and upheld our decision on A-Z claim since seller failed to provide signature POD for order in question.
Initial Complaint
Date:01/12/2023
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.
Greetings,Im writing to you since Amazoncould not solve my problem or it took too much time for their investigation. My payment from 10/02/2022 the Trace Id: **************, 106O7IW00009GD, Settlement Group:16217140191 was lost.On 10/02/2022 the payment Trace Id: **************, 106O7IW00009GD, Settlement Group:16217140191 was issued from my Amazon account and sent to my bank account ending 206. This Payment was declined by my bank and sent back to amazon, please check the confirmation below. After finding the problem, I contacted Amazon for support, I created several cases and calls to Amazon support.However, my problem was just transferred further and further.Till now, my money was not returned back to my Amazon account and I received no comments from the responsible team about it.The only message I received is an automated response informing me that some costs may be reserved on the account in the case of some returns or refunds. I'm begging you to help me and help me solve this issue. It's been several month and since the payment date and the problem started, and my funds are still lost somewhere in the Amazon payment process.I am asking you to resolve my issue and help me to return the amount of $5,908.33 to my account.Your prompt response will be much appreciated!Regards,***************************
Business Response
Date: 01/14/2023
Hello GUUY NNE

Funds for the amount of USD $5908.33 were transferred to your bank account ending in 206 on 10/04/2022. They should have arrived within 5 business days of that date.

If the bank information on file is incorrect, the bank should return the funds. At this time, these funds have not been returned. You will be notified once these funds have been returned to your account.

Due to privacy issues, banks do not share customer account information. To locate these funds, we suggest that you call your bank and ask for the department in charge.
Give them the trace number below and let them know that the disbursement has already been sent.

-- Trace #: 106O7IW00009GD, 106O7IW00009GD

Once you have been notified that the funds have been returned to your account, please contact us at [email protected]. At that time, funds will be transferred to your new bank account on file.

Thank you,
Payments Specialist
Amazon.com
Customer Answer
Date: 02/01/2023

Complaint: 18729405

Im writing to you since Amazon seller support could not solve my problem or it took too much time for their investigation.

My payment from 10/02/2022 the Trace Id: **************, 106O7IW00009GD, Settlement Group:16217140191 was lost.

On 10/02/2022 the payment Trace Id: **************, 106O7IW00009GD, Settlement Group:16217140191 was issued from my Amazon account and sent to my bank account ending 206. This Payment was declined by my bank and sent back to amazon, please check the confirmation below.

Till now, my money was not returned back to my Amazon account and I received I received response from Amazon team that internal team has tried multiple times to contact my bank and they have not responded. The transfer shows as completed and I will have to work with my bank to trace it.

So, I contacted my bank and they answered that the canceled payment has been reviewed by Global bWe and they suggest checking this again with Amazon to allow them to contact their bank to trace the payment. Please check the original letter below :

I'm begging you to help me and help me solve this issue. It's been more than a month and a half since the payment date and the problem started, and my funds are still lost somewhere in the Amazon payment process.
I am asking you to resolve my issue and credit the amount of $5,908.33 to my account.

Your prompt response will be much appreciated!
Regards,
***************************
Initial Complaint
Date:01/12/2023
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 order says delivered but it was not left with the receptionist like instructed, the office was closed when the package was delivered so instead of taking it back it was left somewhere, where I dont know called, chatted with several Amazon employees no help basically your package gone and so is your money is what Im being told and if instructions were not followed how is that my fault they didnt follow directions.
Business Response
Date: 01/14/2023
Hello,

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

I'm sorry that the package says delivered but did not arrive.

I've checked on it and I can see the issue was escalated to our team and they have investigated this matter. Based on the results of our investigation, we aren't able to provide a REPLACEMENT/REFUND for this order 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 are unable to share any further insight or investigation details. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
*****************************
Customer Answer
Date: 01/14/2023

Complaint: 18729043

I am rejecting this response because:

Sincerely,

*******************
the item was never handed to me or left per my instructions. The package was delivered after the building was closed in the deliverer cracked followed instructions which they didnt because if they did I would have my package so they need to find out who had that route in locate my package being out of my money and my package because their driver didnt follow instructions is unacceptable
Initial Complaint
Date:01/12/2023
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 a newer model wifi extended, amazon sent me a older model, I requested a return I had to leave the country. I had a a family member drive to my house *** refused the package. I am so ****** amazon bait and switched me made my member drive 15 miles and wait for 3 hours for him to refuse it even caught on my ring camera. I contacted amazon chat they refused to change it to kohls drop off since it is where my family member lives and works offered for *** to try key word try to pick it up again. I told them absolutely no they refused to make ***** a option even though they have before they don't read they don't care worst customer service ever I will cancel my ********************** and start buying d4om ******* at least they can send what I purchase and have real customer service
Business Response
Date: 01/14/2023
Hello,

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

I'm sorry that you have received an incorrect item. I've shared the feedback with our team for necessary action to avoid it happening again.

I understand you would like a ****** return label for this item however I'm sorry, that option is not available. I know you have got that option earlier in the past however it is not available/applicable for all the orders.

Currently I'm able to create a **********, *** drop off label or WFM (Whole Food Market) return label on this order. If you would prefer anyone from these available choices, I'll be happy to get this done for you. Please confirm your option by calling us at ************** or by replying to our email. I appreciate your cooperation and understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
*****************************
Customer Answer
Date: 01/14/2023

Complaint: 18728943

I am rejecting this response because:I left the country for work you already failed wasted my family's 4 hours and gas and time driving no. This is completely Amazon's fault for selling me a newer model and switching it for old

Sincerely,

***************************
Initial Complaint
Date:01/12/2023
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 a laser falcon pro laser engraver. I received a completely different item. The seller changed the name after I messaged them. Amazon does not even care about that after telling them.I returned it, *** tracking shows delivered to Amazon. Amazon does not want to refund me for some reason but refunded all of my other orders almost as soon as I dropped off at UPS.I asked them for a promotional credit for the inconvenience of having to spend 2 hours to assemble and disassemble this incorrect item. And they would not give me $1. But for some $20 coffee thats late they give me $10?! Charge back is the next step.
Business Response
Date: 01/14/2023
Hello,

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

I'm sorry for the delay in the refund for the returned order.

Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 30 days. This additional time allows our ************** to find and process the item you have returned.

Although the return tracking shows delivered, the ************** has to complete the return processing before the refund is initiated. As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Refer to our Refunds page for more information:

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

If you don't hear from our ************** within 30 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

Regarding the credits request, please note that the credits are issued as exception and these are limited. We are unable to issue the credits for all the orders. I do understand you have gone through this hassle however I'm sorry, we are unable to issue the credits however I've shared your feedback with our team to get this checked and avoid it happening again in future.

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

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

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