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

59,234 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:01/02/2023
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.
Hi, I do not know why my amazon account is locked, and I am trying to check the tracking info for order 111-1723321-8451401. Please help me to reinstate my amazon. Thank you
Business Response
Date: 01/11/2023
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Initial Complaint
Date:01/01/2023
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.
*** Picked up the wrong package for Amazon and Amazon is now holding my item hostage. I contacted *** to return the package the same hour and they said they would. However it was delivered to Amazon, rather than returned to me. Now Amazon is now saying it will take 4 weeks for them to check for my $600 laptop at their warehouse to see if it can be returned to me. I still have the computer from the Amazon order that *** did not pick up, as they incorrectly picked up and returned the wrong Item to Amazon. The laptop that Amazon has in their warehouse needs to be returned to ******* within the next two weeks which is outside of the 4 weeks period. I was told this the day my package was delivered to Amazon by an agent. When I called 3 days later I had to go through the entire process again which caused confusion, which was a lie because the claim was not yet done. Once the agent I last spoke to told me the same thing about starting a claim, I asked for a manager which she escalated my call to **** from *************** escalation team. She was extremely rude and did not show any empathy for the situation. She sounded sleepy and uninterested in this entire situation. This was a gift and Amazon has now ruined it with their mess up pick up process and lack of customer service. I need a resolution please. Either my laptop (undamaged) or the retail price of The laptop since I cant return it To ******* - along with a return for the ** computer from the Amazon order that was not picked up and I would still like to return it. I am a student starting class in a week with no laptop, I need to return one to buy books for my class instead Im living this horror with no resolution. Please please help me. Im trying to go to college to better my life and I cannot afford to loose this laptop. I feel Im not getting the urgency I need to resolve this issue. I would like th siren back or be credited for the cost of the item. Thanks Im advance.
Business Response
Date: 01/02/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking, the e-mail address you have provided to us 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:

****************************************************************;

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

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

Complaint: 18669947

I am rejecting this response because:I do no trust that any action will be taken on the issue and they will follow through.
The other email I used for this order is:
Email - ******************
Name- ***********************;
Order: 113-1775014-1269059

Ive attached an image of the computer that Amazon has in their possession which is not
an Amazon product.

Sincerely,

*********************************
Business Response
Date: 02/12/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Your item has been placed on the truck and it will be delivered back to you soon.

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
***********************************
Initial Complaint
Date:01/01/2023
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 locked my account and refuse to unlock.I have emailed proof of account ownership by sending in:Copy of my identification Copy of the Amazon.com issued credit card that is in my account Copy of my Amazon.com issued credit card billing statement Copy of my phone bill that number is associated with They refuse to unlock my account or get back to **** want them to unlock my account back immediately.
Business Response
Date: 01/04/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. We have reviewed your account and cleared the unauthorized activity from the account.

We have sent the necessary password reset guidance via email. We sent this information to your registered email address on 3/1/2023.

For more information on our privacy notice, please visit: *************************************************************************************************

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: 01/04/2023

Complaint: 18670003

I am rejecting this response because:

This response solved nothing as of yet.

I have attached screenshot of my email response.

Because problem has yet to be solved, I would like to request that Amazon to solve this problem in manner that is more aggressive and swift.

Sincerely,

*************** ***
Business Response
Date: 02/06/2023
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.

We are glad to learn that your Amazon account is active and you're able to use it without any issues. Thanks for your understanding.

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: 02/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
Business has made corrections and I am able to access my account.

Sincerely,

*************** ***
Initial Complaint
Date:01/01/2023
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 December 17, 2022, I purchased an item from Amazon. The item was delivered damaged, cracked, packed in a thin paper envelope. Amazon steadfastly refuses to provide a prepaid return label and demands that I return to the item the damaged item at my own expense. Amazon has breached its promises / guarantees.
Business Response
Date: 01/03/2023
Hello,

A full refund for the claim amount was issued to the payment method used to place order 112-3392223-0277022.

-- Refund Date: January 2, 2023
-- Refund Amount: $38.14

Sincerely,
Initial Complaint
Date:01/01/2023
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.
Purchased a Sena headset on December 12tg 2022 and returned it in December 18th and it was delivered back to Amazon on December 29th and they have not acknowledged they received the item and have not issued the refund
Business Response
Date: 01/04/2023
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 #***-1409844-3004204. Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information: **************************************************************************

If you don't hear from our ************** by January 27, 2023, please write back so we can find out what happened.

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,

*******************************
Amazon.com
*****************************
Customer Answer
Date: 01/04/2023

Complaint: 18669893

I am rejecting this response because: Amazon has already gotten the product back but have not refunded my money

Sincerely,

*****************************
Initial Complaint
Date:01/01/2023
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 a Amazon order on December 17,2022. The box was delivered on December *******. I was out of town for the holidays and didn't receive the package until December 29th, 2022. Upon delivery the package was tampered with and the **** in DVD player system I ordered was missing from the box. I chatted with a Amazon rep who stated that he would replace the item. A couple of days later I called to check on the item and was told t the item wouldn't be replaced. I asked why and Amazon told me they did an investigation while I was on the phone. I've never heard of such also being a loss Prevention professional myself. I've been a Amazon prime member for a long time and have never been treated to talk to like I was with the supervisor from Amazon customer service. Nor did I think that replacing a stolen item would be such a tall order from a company that I've spent thousands of dollars with. The order number in question is 114-8995293-2807411.
Business Response
Date: 01/04/2023
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.

Were sorry to hear that you havent received your items from order #***-8995293-2807411 - ****" Dual Portable DVD Player for Car with 1080P HDMI Input, DESOBRY Rechargable Car DVD Player Dual Screen Play A Same or Two Different Movies, 5-Ho.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item had been delivered to you. Lost shipments are inconvenient for you and costly for Amazon.

Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:

- Information collected at the point of delivery.

- The package weight and reported condition upon delivery.

You may wish to contact your local police authorities and the carrier to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

Were unable to accept Police Reports that are in pending or any other incomplete status.
The Police Report must be filed before 45 DAYS AFTER THE DELIVERY DATE and provided in English or Spanish to be considered for review.
Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Please note: To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened.
We will happily cooperate with the police as part of any investigation.

Please feel free to contact us directly by replying to [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,

*******************************
Amazon.com
*****************************
Customer Answer
Date: 01/04/2023

Complaint: 18669877

I am rejecting this response because this is s copy and paste response. Amazon is doing horrible business and all consumers should be aware of hownt GB ey treat their customers before purchasing anything from Amazon. The item in question was a chrustmas ******* my children that cost ****** dollars. The response is bogus just like their customer service. Why would a company ask a consumer to waste police resources over ****** dollars seems a little extreme.

Sincerely,

***************************
Initial Complaint
Date:01/01/2023
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.
Sawgrass UHD virtuso sg500 sublimation printer starter bundle.Date 12/10/2022 amount $649.99.Amazon are not willing to work with me and give me the money back.i tryed chat with them and they are giving me the run around.This is not the only item.I did return two other items for the Amazon location in north ******** as they asked me to and I didn't get the refund.The two other items are:Pay for less remanufactured 202xl sublimation ink.purchased on 11/28/22 and returned to the Amazon location in north ********.amount $26.60 The other item is inkxpro 4x100ml sublimation ink.Ordered 11/28/22 and returned to the Amazon location in north ********.$29.95 The Amazon chat team.i chatted with 3 amazon employees and they are not willing to refund my money.The first item was never received and I am being charged interest on my credit card for a problem that amazon created.Normal people work and I can't take a day off to be home to sign for a product I paid for.amazon is insisting on the sign for receiving a product and they attempt delivery while I am at work.I asked for a refund for the money I paid amazon and they are not willing to work with me.
Customer Answer
Date: 01/13/2023
AMAZON ORDER NUMBER 112-6457172-0082643
Business Response
Date: 01/20/2023
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.

Upon reviewing the complaint I see that you are referring to the Order ID: ******************* for the item Sawgrass UHD Virtuoso SG500 Sublimation Printer regarding the refund.

Based on the order details the refund of $649.99 issued back to your original payment method which you used to place the order on Wednesday, January 18, 2023. The refund should appear on your account in 2-3 days if issued to a credit card.

The refund confirmation email was already sent to your registered email address on Wednesday, January 18, 2023 at 11:08 AM (PST).

And regarding the refund for two items, for both the items the refund of $29.95 & $33.56 issued back to your amazon gift card balance on Monday, January 9, 2023 which is already added to your account and ready to use. Your current Gift Card Balance: $63.51.

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

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

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:01/01/2023
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.
Amazon falsely claimed to deliver heater, electric blanket, magnifying glass, another electric blanket. none arrived at my home. amazon refuses to replace or refund. Amazon must replace and refund all items.
Business Response
Date: 01/02/2023
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.

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

I've checked and see that all the orders were delivered at the provided address and we'll not be able to take any action on it from our end as it shows delivered.

I would request you to file a report on the missing order and get back to the team and they'll assist you further.

If there was any other alternative, we would have surely helped you.

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

Regards,
Arun

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

Complaint: 18669830

I am rejecting this response because: the items are not delivered! STOP LYING and DELIVER MY ORDERS!!!

Sincerely,

***********************
Initial Complaint
Date:01/01/2023
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 bought a protection plan called assurion thrpugh amazon for a $899.00 macbook air. Amazon misinterpreted a complaint and took it upon themselves to cancel my protection plan. this happened without written or verbal authorization and unbeknownst to me! it was cancelled i could not get another protection plan to replace it, and my laptop should have been covered. i did not therefore grant ************* just was only offered a reimbursement of $20.00, whereas they should have offered to replace the laptop , or the $899.00 credit for the loss, that they knowingly cancelled in error due to the email attached. even after notifying them of their error they insulted me with a $20.00 courtesy after being a loyal customer for 20 years and purchasing dozens pf policies- this is clearly illegal and they offered no compensation for my loss!!
Business Response
Date: 01/02/2023
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 Assurion protection plan for your laptop.

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

I would like to inform you that this is a seller fulfilled order which was canceled and refunded already in the month of May 2022.

As per the update, we'll not be able to take any action on it or compensate in this case from our end.

If there was any alternative, we would have surely helped.

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

Regards,
Arun

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

Complaint: 18669630

I am rejecting this response because:

Sincerely,

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

To whom it may concern, this is not an official request to cancel a policy, its a statement of facts about an error:

on Dec, 2, 2022 i received this letter as follows in parenthesis,

letter of Macbook Air reinstatement: from amazon assuring my assurion plan was accidentally cancel by ******** and would be reinstated:

Hello ******,

I'm sorry to hear that you were having issues reactivating your ASURION 4 Year Laptop Accident Protection Plan with Tech Support $800-899.99
i can assure you that it has been reactivated and we reached out to the seller for further information.

The order was placed with Merchant, a seller on our website. I've sent your inquiry about your order to the seller. You can view the email that was sent to merchant in Your Account at the following link:

************************************************************************;]
We look forward to seeing you again soon.

Thank you for your inquiry. Did I solve your problem?

If yes, please click here:
**********************************************************************

If no, please click here:
**********************************************************************

Best regards,

Quasha W
*****************************
=============================

Now after about 25 hours of going back and forth between Amazon, which acted as an agent or broker of this policy, as well as Asurion i have also confirmed the following:

The only email i sent to amazon thus far which resulted on Amazons part in cancelling my policy in error, without my knowledge, and without my consent,  is from what i sent to Amazon on April 30, 2022 stating :

From Account: ************************

"I thought this included theft it does not no longer necessary"

Nowhere does it state thtat i ***************************** request to cancel Order: 114-4457049-7621012) .

i was actually trying to say it is not necessary that the policy didnt include theft, and it is not necessary because it turns out it was not stolen, but missing etc. In any case i was not asked to cancel that particular policy but if i was to speculate i was probably responding to a question being asked previously by another representative!

In addition, even though i was issued a refund, it was provided after the fact that Assurion stated, it was too late and Assurion cannot reinstate it and all that i can do is talk with Amazon about it. This is also after i filed a claim due to damages!

A supervisor at Amazon said the email could not be sent as it was received April 30, and according to my  account i was refunded May 1st , 2022. and this as confirmed by Mr. ************** who confirmed the loss of a 4 year coverage!! All i want is the policy to be reinstated if it was Assurions fault, but if it is Amazons fault a replacement Laptop or a courtesy credit or check is in order since the laptop would have

Sincerely,

*****************************
************************
Initial Complaint
Date:01/01/2023
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.
Amazon is holding personal and financial status hostage.CUSTOMER SERVICE refuses to assist, refuses to find a supervisor and claims that Amazon.com does NOT have a legal department.There electronic methods of shopping are fraudulent and present bait and switch tactics to steal your money and personal information
Business Response
Date: 01/02/2023
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 your complaint and understand your concern regarding your Amazon Account details.

I've checked and see that you've requested for removal of all your personal information from the Account and this can be done through Account closure.

I would request you to follow the below steps in order to close your account and delete all your data from Amazon.

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu, tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and click "Close My Account."

Please note that if you have multiple accounts, please follow the steps above for each of them to ensure that we have the correct authority to take action on each account you wish to close. By requesting the permanent closure of your Amazon account and the deletion of your data on any Amazon site, youll lose access to all of the products and services across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password), such as international Amazon sites (e.g. amazon.co.**, amazon.fr, amazon.com.mx), Audible, etc.

A confirmation notification will be sent to the email address associated to your account or via text message. Youll need to reply within 5 days to verify your request.

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

Regards,
Arun

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

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