Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,250 total complaints in the last 3 years.
21,744 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/04/2023
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.
On October 6, 2022 I received the wrong 400lb air conditioner from Amazon. I ordered the air conditioner through Amazon via a 3rd party seller with the item number GPC1442H41 which is a specific model made by *******. It measures **** tall. I did not immediately unbox this large appliance, because I was awaiting additional parts for the installation. I opened it 36 days after it was delivered--on November 12, 2022. I found that it was ******************************************************************************** the description. I received GPCH34241AA which is a model that measures significantly taller and therefore does not fit on my property. I immediately contacted Amazon to request a return but the third party seller did not ***** me that return because their return window is 30 days from when the item is received. It was currently 36 days after the item arrived. I spent an excess of 30 hours over the last two months on the phone with Amazons leadership team. They assured me that I would be rightfully returned my money and that Amazon's A to Z guarantee would cover me for any item that was materially different from what you ordered (this is text from the A to Z guarantee website). The A to Z guarantee page also states that if you are within 90 days of the original Estimated Delivery Date they will cover return shipping of a wrong item from third party sellers. However, the first A to Z claim that was filed by a supervisor was rejected with the nonsensical explanation that I had not yet placed the item in the mail to return it. I cannot return a 400lb item through the mail--they clearly had not even read the claim. A subsequent appeal to the A-to-Z guarantee was closed with no explanation whatsoever. Another supervisor placed a new claim, which was denied with the explanation that they were upholding their original decision. These claims have extended over 51 days.
Business Response
Date: 01/07/2023
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: 01/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and attached the receipt for my purchase so that Amazon can locate the order and reimburse me.

Thank you.

*********************************
Initial Complaint
Date:01/04/2023
Type:Billing 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 have been UNFAIRLY locked out of my amazon account. There is NO "suspicious" activity on my account. On or about 01/01/23 I placed order for a few items on my debit card ending in ****. Funds were available. But the next day I received e.mail stating that I was locked out of my account and must reset passcode, for suspicious activity & hacked account. I obeyed ****************************** my passcode. My account was opened. This morning I placed my order for a neck massager, gift card, top, leggings on my debit card ending in ****. But now I received another e.mail stating my account was locked for "suspicious activity and hacked account" AGAIN. So I AGAIN obeyed ****************************** my passcode. But this time Amazon asked for more info. I obeyed & verified all additional info. However, Amazon KEPT MY ACCOUNT LOCKED. I called customer service and REPEATEDLY verified my account details over & over, again & again. However customer service did not help me. Kept telling me my account was locked. I've been a great customer. Bought so many things. But, as a customer, I have the right to exchange or refund, if products do not fit me, etc. These are STATED ***** OF PURCHASE. I MADE PURCHASES BASED UPON THESE *****. BUT NOW I'M BEING DENIED THE ***** OF SERVICE THIS IS FRAUD. There is no reason for my account to be locked. If I cannot get a resolution, I will file with the ************************* I will also file a fraud dispute with my bank & a small claims case in my state.
Business Response
Date: 01/07/2023
Hello *****,

I'm ***** from Amazon.com.

I've reviewed your BBB complaint and understand your complaint about your account.

Upon checking your account, I found your account is in active status.

In case if your complaint is about a different Amazon.com, kindly provide us the email address of same. We shall investigate and help you better.

*****
Amazon.com
*****************************
Customer Answer
Date: 01/07/2023

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:01/04/2023
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 January 1, 2023, We tried ordering a product using our fsa/hsa card. About an hour later we received a notification stating that the payment declined and to revise the payment method. Instead of revising the payment method we canceled the order. On January 4, 2023 we see a charge on our bank statement for $45.95 from Amazon. We called customer service and after explaining the issue the representative told us that she sees the order and sees that it was canceled but they charged our "backup" card on file because the hsa card declined. I explained to the representative that we DID NOT authorize for ANY other card to be charged and Instead canceled the order and then asked why did they still take a payment from a card that was not authorized to be used for an order that was canceled and the response was the same... the hsa card declined to which I responded with why when it was NOT authorized and the order was canceled as soon as we got the notification. In conclusion, nothing was resolved when we asked for our money to be returned asap. This was a very horrible interaction with customer service including the supervisor. We can't even screenshot the charge but didn't have to because they confirmed the charge and cancellation.
Business Response
Date: 01/06/2023
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 were charged though you have cancelled the orders after the charge declined on the orders. I'm sorry for any inconvenience caused with this.

I've reviewed the details on your account but couldn't able to find any transaction for the amount of $45.95. If you have noticed any charges to your account, I request you to kindly write back to us with the Charge ID.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time. So we would request you to reply back with the charge IDs.

For more information about identifying unknown charges on your statement, visit: ***********************************

I hope this helps! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:01/04/2023
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.
I purchased 2 pairs of jeans on 12/18/22. I printed return receipts and sent both pairs back to Amazon on 1/1/23. Only 1 pair was credited back to me. I contacted customer service on 1/4/23 and they refused to refund me for the 2nd pair of jeans.
Business Response
Date: 01/08/2023
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 inconvenience caused to you with your Amazon order #***-4007276-1084259. I checked on the item you returned, and we haven't received your return package yet. After the carrier has received your package, it can take up to two weeks for the return to be delivered to us and then processed. I expect your return to complete soon.

After your refund is processed, we'll send you an e-mail confirmation. If you don't hear from our returns center by 15th January, please contact us back, so we can find out what happened.

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 01/08/2023

Complaint: 18687039

I am rejecting this response because: when I contacted Amazon customer service, the clerk ended up telling me there was nothing he could do. I had printed three receipts one for each pair of jeans I returned, and one for a pair of shoes I returned. When the Kohls clerk rang up these returns, he only scan two of the return receipt.. therefore the second pair of jeans was not in the Amazon system. I asked if when my package just got to the return center if they would see the receipts and scan them then and he said thats not how it works. Basically he flat said there was nothing that he could do for me and I was just out the cost of the jeans.

Sincerely,

*********************************
Customer Answer
Date: 01/18/2023
No credit to my bank card or my Amazon account
Business Response
Date: 01/29/2023
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 inconvenience caused to you with your Amazon order #***-4007276-1084259. Upon checking I see that a full refund of $32.54 has been issued to your Amazon gift card balance on Friday, January 20, 2023 at 8:59 AM (PST).

Refund confirmation email was sent to your email address on Friday, January 20, 2023 at 9:06 AM (PST).

You can view your balance and usage history in Your Account here:

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

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 01/29/2023

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:01/04/2023
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 would like to start a complaint due to Amazon closing my account for no genuine reason and also stealing and removing access to $208.93 dollars that I had loaded onto the account! I have tried to contact them regarding this issue but they always reply with an automated message "The email address you are writing to us from is not registered to the Amazon.com.au account you are inquiring about." So I can't even understand why it's closed! Amazon had just closed my account due to "Too many lost packages" I am not understanding how this can be counted as a buyers fault. There have been in the past 2 years 3-4 lost packages in total, not even that many considering how much I purchase from Amazon. Complete non-sense Secondly the most important issue is that I had loaded $208.93 worth of gift cards 2 days before the amazon account was closed, as I was preparing to buy things from End of year sales. I had bought those gift cards out of my own pocket and now they are all stolen and removed my access by amazon. I can't take or spend the gift cards I had bought anymore! I hope that this complaint finds Amazon Specialists quickly and they are able to at least give back the gift cards I purchased and hopefully be able to reopen my account, as there is no real reason why it's closed.The account that was closed was: *********************** Desired Resolution: Refund Gift Cards, Reopen Account.
Business Response
Date: 01/19/2023
Hello,
We have reviewed the customers buyer account and require more time to complete our review. We sent this information to their registered email address on 1/19/2023.
Sincerely,
Amazon.com.au
Initial Complaint
Date:01/04/2023
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 don't understand how this could have happened, but when I went to delete my Amazon account under the email ************************ Amazon somehow and for some reason deleted the wrong account. The account deleted was my original and longstanding account under the email ************************** With this action, I lost my entire account, account history, lists of curated items, the remainder of my prime subscription with no refund, and a loss of credits. I had credits left! Amazon just took my money! The worst part is that I had just made a return the day I was notified my entire Amazon account was deleted. Furthermore, I had an influencer account! I cannot believe this happened and it needs to be fixed immediately. I went straight to BBB because I was just wrecked into and I'm losing everything including my home and dealing with lawyers, so I cannot babysit Amazon with this issue at this time.
Business Response
Date: 02/26/2023
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 am sorry for the inconvenience caused to you with the account deletion. Upon escalating the issue to our internal teams we are unable to locate any accounts with the email address you have mentioned in the complaint.

In this case, to help you better I'd request you to provide any sample order number from your past orders. You may find one of those from the order confirmation email that you have received to your email inbox associated with Amazon Account.

I hope this information helps. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:01/04/2023
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 placed an order on Amazon 12/27/22 for scheduled delivery date of 12/31/22. My time for delivery changed about 3 times still with a delivery date of 12/31/22. The time of delivery was changed up to 10pm. When 10pm came it said attempted delivery but the whole time I was tracking my delivery on Amazon website which showed me where the driver was. The driver was across town with several more deliveries left before they reach me. I called and spoke to Amazon customer service 01/03/23 and no one couldn't tell or explain to me what happened but ensured me that I would get my items today 01/04/2023. My items still says running late with no delivery date.
Business Response
Date: 02/28/2023
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 am sorry for the inconvenience caused to you with Order ID: *******************. Upon reviewing the order details I see that the refund of $93.91 was issued on your order on Saturday, January 21, 2023. The refund usually takes 3-5 business days to reflect on your card statement.

You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

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

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:01/04/2023
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 shipped me a broken *** when I purchased the *** the product page said it's eligible for return, refund, or replacement. And I have attached a photo as proof of this. However, when I called to set up a replacement *** Amazon refused to replace it and only offered to refund, despite the fact the ** is advertised as having 30 day REPLACEMENT, and also thew fact the ** is still in stock on their website.The price of the ** has gone up $100 since the time I placed the order, and I was also supposed to get about $83 back in "Amazon Store Card" credit. So Amazon is basically forcing me to re-order thew ** at a higher price to replace the broken one that they sent me. so I will be missing out on $183 in savings if I re-order the ** from them.This is unacceptable to me. I will be taking my business to Best Buy for my ** purchase if Amazon refuses to make this right because of THEIR FAULT. I have attached photos of the mangled Samsung ** box, as well as the ** after I spent an hour setting it up. *** is notorious for damaging packages, but Amazon of course uses them to save money, and passes on the damaged good and frustrations to the customer (me).
Business Response
Date: 01/06/2023
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 received damaged item and want to get the item replaced instead of refund upon returning the item. I sincerely apologize for the inconvenience caused with the delivery service provided on the shipment.It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details. I'll definitely forward the details of the incident to the carrier team as strong feedback.

I've reviewed the details of the order and see that the item has been returned and a refund is initiated on the order. Further, the option to replace the item isn't available on the order.
Once the refund is complete, You'll see this refund to your card in the next 3-5 business days.

You can view the status of your refund in Your Account here: ***********************************************************************************

Also, I see a $100 promotional credit has been applied to your Amazon.com account by our support team to resolve the issue.

I hope this helps! 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: 01/06/2023
This was the worst experience I ever had shopping for a TV, since im a peasant and Amazon are the robber barons, I have no choice but to accept them false advertising on their site.
Initial Complaint
Date:01/04/2023
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.
Ordered on December 23, 2022 Order# ***-4421028-2287414 - Dispute amount is 11.35 w/ there gift card amount of ****. I chatted with an agent to refund why the order was just sitting there and not moving. Chat agent offer the refund of the amounts due to this issue and would refund it back to me. I did recall on the chat I asked what about the items should I return them. Chat agent advised no you can keep them. Chat with the today Jan 4th an they are refusing to honor what the prior chat agent said and refused to send me to a manager or someone else who could further review this matter
Business Response
Date: 01/06/2023
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 shared with the delays in delivering your order ending **** and have looked into the matter. We regret any misunderstanding on this subject, the information you received was correct.

In this case, order was not charged initially when the items were not yet shipped, and cancelling the order would have released the authorization holds. However, since the items have shipped and show delivered, we will not be able to issue any refunds or credits.

As advised, however, you could return the items for a refund as applicable by requesting a return label on the order details page.

I hope this helps. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:01/04/2023
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.
The first problem is that we are unable to speak to a live Amazon representative because all phone numbers we have so far found are answered by computers; we have not been able to reach a single live employee, we get no valid answers to anything. What we need to discuss is that one of their delivery drivers managed to get her very large truck hooked into our electric service and ripped it out of the wall; also took a panel of the wall and the phone and internet. We think Amazon should pay for this damage, unfortunately we are unable to make contact. Do you have a valid phone number that won't be answered by a computer so we can contact a true representative of Amazon? We welcome any other suggestions.
Business Response
Date: 01/06/2023
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 are unable to contact our live support agents when contacted us via phone to report the damaged caused to your wall. I sincerely apologize for the inconvenience caused with this. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details.

In this case, I request you to please contact us at ************** to speak to the concerned team and to escalate.

Alternatively, you may contact us via phone and choose to speak to an agent (after the IVR options) or contact us via chat to get this escalated.

I hope this helps! 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: 01/12/2023

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,

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

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