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

59,249 total complaints in the last 3 years.
21,822 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:01/09/2023
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.
Order # ***-2928616-2390614 *** Tracking # 1Z 675 61Y ************ I ordered the product with free delivery and returns. The product did not work as I wanted, so I initiated the return. I followed all of the Amazon directions for the return and drove to drop off at *** store. Tracking shows that the package arrived at the facility on 12/21/22 and I have still not received my refund...it's now 1/9/23!! They have over $200 of my money held up and they have been unhelpful to say the least. I have never experienced such a delay. Their process states that once they receive the item at the facility, then you will be refunded the full amount plus taxes. That happened on 12/21/22...and still no refund. Please refund my original form of payment as instructed....I've waited long enough. Thank you.
Business Response
Date: 01/10/2023
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 ************** by 1/20/2023 for this returned order, please contact us through chat or call so we can find out what happened and help you further.

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
*****************************
Customer Answer
Date: 01/10/2023

Complaint: 18708617

I am rejecting this response because: So you're acknowledging that I've done everything right on my end. You're saying that your warehouse is the issue here. Not my problem. I'm the consumer, and I have waited long enough for my refund. I've never waited this long and you're hanging on to hundreds of my hard earned dollars because your company can't get organized. Please issue my refund immediately as I've done everything I was supposed to do and in a very timely manner.

Sincerely,

***************************
Initial Complaint
Date:01/09/2023
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.
Amazon has canceled my prime membership stating I owe money and TRS is involved. I have been a prime member for over 15 years and have never encountered so many problems with this service. I have chatted, called, filled out forms, and have sent in correspondence. It is now day 15 and TRS is threatening to send me to collections over a purchase they say I made but didn't pay for. I have done everything on my end and all amazon does is say fill out a form we'll call you. They haven't called me and. neither has TRS. Not only has amazon interrupted my services, they have done nothing to help me resolve this issue. I am also disputing this with the credit Bureau. I want a refund for my prime fees for December and January and this to be resolved immediately.
Business Response
Date: 01/17/2023
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 1/17/2022.
Sincerely,
Amazon.com
Customer Answer
Date: 01/17/2023

Complaint: 18708619

I am rejecting this response because: I have 0 emails from amazon with any clear action to take. No emails, phone calls, or any steps to even rectify this. I still don't even know what transaction they are talking about. I have filled out five forms with 0 response from amazon.

Sincerely,

*******************************
Business Response
Date: 02/10/2023
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 understand your concern regarding the account and Prime issue. I'm sorry for the inconvenience caused.

The e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

Once we have the details from registered email, we can look into it and help you further.

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

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

We look forward to seeing you again soon.

Regards,

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

Complaint: 18708619

I am rejecting this response because:they know what email I have and I have filled out five forms for them using ************************** This is purely a delay tactic on behalf of Amazon because they have no idea what they are doing or why my account is still suspended.

Sincerely,

*******************************
Business Response
Date: 02/18/2023
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 understand your concern regarding Prime and the account issue. I'm sorry for the inconvenience caused.

Thank you for sharing the registered email id with us. I've checked on it and I can see there was an order Placed: Wednesday, December 14, 2022 at 9:56 AM (PST) for the amount of $148.13. You have selected "Bank Account" for the payment and when we tried settling the amount, it failed due to which your account was put on hold and TRS Recovery was involved on this issue.

I can see the account is successfully restored and you should be able to place any order now without any issues.

To help you on this issue, I've refunded the Prime charges on your account back to your original payment for the month of December. The refund should reflect back in 3-5 business days. You aren't charged for *** and Feb as the account was on hold. As the account is activated now, I request you to please sign up for Prime subscription again by visiting this link.

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

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: 02/22/2023

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:01/09/2023
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.
Amazon and Audible both owed me money for subscriptions that I never asked for. Amazon took a while to resolve this but finally did.Audible, which is a service of Amazon, responded promptly, and promised to refund me $380. They refunded me $206. I can't seem to get the rest, which is $174.And now, I can't get them to even respond to my emails begging for the rest of my refund.i have emailed them several times and was told to contact my bank, which I did. My "bank" is my ***************** Express card. They are not showing any more refunds scheduled to be added to my card.
Business Response
Date: 01/12/2023
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 understand that you are referring to the refund related to audible subscription.

Upon reviewing the investigation team, the team already emailed you to the registered email address and asked for further information.

I request you to share the requested information, once the team received the complete information they will resolve the issue based on the options.

Please feel free to contact us directly by replying to [email protected] 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
*****************************
Customer Answer
Date: 01/13/2023

Better Business Bureau:

I have finally received my money. Thank you so much

Sincerely,

*************************
Initial Complaint
Date:01/09/2023
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.
An item I purchased online proved not to be what was advertised upon delivery. It was 'electronic door lock,' part of order 114-3603473-1173019. Amazon agreed and issued permission for a refund for $39.83 on Dec 13, 2022. The item was returned and received by seller on Dec 20, 2022. I have been awaiting a refund since that date, Dec. 20, 2022. Where is my refund? The Amazon site claims that debit card purchases are to be refunded within 10 days! This has never happened before. Amazon used to be a good shopping experience. I will be shopping at **** from now on.
Business Response
Date: 01/10/2023
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 understand your concern regarding the refund for the returned item.

Upon checking on it, I can see it was already refunded on your account on Tuesday, December 13, 2022 at 7:02 AM (PST). It was refunded to your account as Amazon Gift card balance because the default refund option wasn't changed to original payment while initiating this return on the account. Email confirmation was sent on Tuesday, December 13, 2022 at 9:04 AM (PST).

I see this refund $39.83 is still available on your account. You may use it right away to purchase anything on Amazon.com or contact us back through this email by replying here or chat or call to re-submit this refund back to your original payment method.

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: 01/11/2023

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.
Amazon! Please put the refund on the debit card I used to purchase the item. Thanks.

Sincerely,

*********************************
Initial Complaint
Date:01/09/2023
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 created my amazon account a couple months ago. I just started using it recently because I moved to my new home. I placed two orders in my account after added my new address. After my order shipped out, I got an email saying the records show that they closed another account related to my account due to refund requests for a large number of orders. My account had never been closed due to that reason. So, I created two more accounts, I added old address with one account and new address with another one. The one with my new address was closed after one day, and the one with my old address is still alive. So it must be something wrong with the new address, someone lived there before had too many return requests that is not me. My new home is an apartment building. It must be someone live here previous, or someone else in this building.
Business Response
Date: 02/05/2023
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 09 January, 2023.

Sincerely,
Amazon.com
Initial Complaint
Date:01/09/2023
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.
Made a purchase through Amazon from third party the item arrived and isn't wanted was described (False Advertisement) Seller is willing to refund but I'm having a hard time with ***** refusing opened merchandise. I contacted seller through several message and explained that the carrier is refusing the package. I don't know what else to do. I'm only requesting refund because clearly it was falsely advertised and completely different as described on website. I need help resolving this issue because Amazon will not refund third party sale.
Business Response
Date: 02/05/2023

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed that the Buyer was requesting a refund for the merchandise received.
A full refund was issued to the Buyer in the original payment method .
Refund Amount: USD 204.23
Refund Date: 01/13/2023
In summary, Buyer has been refunded in full.
Sincerely,
Initial Complaint
Date:01/09/2023
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.
The purchase tonight I'm from Amazon and the beginning of December 2022, and when we found out that the item was defective and did not work with what we needed it to, we requested a return on January 7th, *************************************************************************************************************************************************************************************** reply to. In the process of me trying to get my money back in my bank account they have called me a liar, they have hung up on me multiple times and no I'm not getting out of hand, I am only stating facts that they do not like to hear. I do have all of our messages screenshot Because they called me a liar, that tried to tell me that I requested a refund via gift card when I did not and have the proof to show that, and frankly I'm just annoying that they refuse to fix this and continue to treat me like trash. I'm asking for my money back, that is all.
Business Response
Date: 01/10/2023
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 refund was issued as Amazon gift card balance when you have selected your original payment for the returned order.

I've shared the feedback with our team to ensure this is checked for necessary action and avoid it happening again in future. Upon checking on the refunded balance, I noticed that its already partially used for making payment towards Amazon Video "Knives Out" on Jan 8. Since its partially used, it is not transferable to your original payment anymore.

While we are not able to transfer the funds to original payment now, you may use the available remaining balance on your account to place any order in future. We'll do our best to ensure these refund selections are properly fixed to route the refund to the correct method you have selected.

I appreciate 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
*****************************
Initial Complaint
Date:01/09/2023
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.
THE ***** NUMBER IS #***-4220455-0401025!!!!! THIS WAS SUPPOSED TO BE DELIVERED TODAY, YOU LAZY GOOD FOR NOTHING IDIOTS!!!!! WHY IS THIS STILL STUCK IN THE **** LAKE ********** FACILITY???!!!!!!! WTF!!!!! HOW ABOUT DELIVERING MY *****, YOU CREEPS!!!!!!!
Business Response
Date: 01/10/2023
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 understand your concern regarding the order delivery.

Upon checking on it, I can see the order was delivered on time yesterday. There is photo updated with the tracking details. It was delivered around 4:32 PM on Jan 9.

If you have not received this order, please let us know, we'll be happy to help you.

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: 01/10/2023

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:01/09/2023
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.
Hello BBB, This is *************************, I would like to seek help because Amazon still not reactivating my account even after following the rules and complying with the requirement they are ask for.We understand that selling on Amazon is a privilege and we strive to provide the best service to Amazon customers. Customer satisfaction with my products us always been my priority and making them happy is my constant concern. Hence, with this, I renew our commitment to our customers and to Amazon to follow all of Amazon's Seller guidelines and business agreements, as strictly as possible and always ensure our customers are satisfied with their buying experience.Hoping for a favorable response from your kind department.Sincerely,*************************
Business Response
Date: 01/19/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.We took these actions because the seller was in violation of our Code of Conduct policy and Drop-Shipping policy.

Sincerely, Amazon.com Seller Performance
Initial Complaint
Date:01/09/2023
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 have tried placing an order on Amazon for a new Apple computer, however upon placing the order my account received a lock. I was asked to provide a bank statement to prove my identity, and I have provided this over and over again but the document keeps being rejected. Even though it includes all of the information needed to verify my identity.I have already bought the computer elsewhere, but now my account is still locked and I cannot even login anymore to unlock it. It says I was sent an email with instructions but I never received such email.Please unlock my account so I can order on Amazon. I don't know what else to do, I have called 100 times and they keep telling me an account specialist will reach out but it has been 2 months and nothing has happened.I have attached the document again to this complaint.
Business Response
Date: 01/21/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 01/21/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com

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