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:12/31/2022
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.
For order ID *******************, buyer did not return back the item and amazon issued the full refund without requesting buyer to send it back. that is against amazon return policy. Also Amazon never gave us the chance to response to the ** case. Amazon immediately refunded the buyer after buyer opened ** claim that did not give ** any chance to response to it which is against Amazon ** policy. Please appeal this case in our favor and reimburse us the full amount.
Business Response
Date: 01/02/2023
Hello,

We have reviewed the claim raised on order 701-9423879-7236233 and have decided to uphold the decision as seller ignored the return request raised by buyer on December 15, 2022. Seller has been notified about the same.

Thanking you,

Customer Answer
Date: 01/02/2023

Complaint: 18667579

I am rejecting this response because: amazon policy is that buyer needs to return the item in original condition and you also did not allow us to response to the ** claim. that is against amazon policy

Sincerely,

*****************
Initial Complaint
Date:12/31/2022
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.
For order ID *******************, buyer did not return back the item and amazon issued the full refund without requesting buyer to send it back. that is against amazon return policy. Also Amazon never gave us the chance to response to the ** case. Amazon immediately refunded the buyer after buyer opened ** claim that did not give ** any chance to response to it which is against Amazon ** policy. Please appeal this case in our favor and reimburse us the full amount.
Business Response
Date: 01/02/2023
Hello,

We have reviewed the claim raised on order 701-3339390-8167407 and have decided to uphold the decision as seller didn't issue the full refund for the item returned by buyer. Seller has been notified about the same.

Thanking you,
Initial Complaint
Date:12/31/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed order #***-4421557-9661815 on the Amazon.com platform December 29th, 2022. Received confirmation via email - the item is a Sapphire 11322-01-40G ********** Radeon RX **** XTX Vapor-X ****** Graphics Card with 24GB GDDR6, *** RDNA 3December 31st I did not see my item on the platform. Inquired through chat and was told that it was cancelled. Further inquiry lead to a customer service representative telling me the merchant was not selling on Amazon anymore and for me to purchase again and choose a different merchant. The price is now $200 higher. We discussed how a customer is buying from ******************** and that they should be honoring the transaction pricing and the customer service representative hung up on me.
Business Response
Date: 01/01/2023
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 your order #***-4421557-9661815 was cancelled by the seller as they are unable to fulfill the order placed with them and the item is now available from a different seller with higher price. I'm sorry for the inconvenience caused with this.

I've reviewed the order details and see that the seller has to cancel the order due to stocking/pricing issue. I see that the item is currently unavailable from the seller and is available from different sellers now. As the seller isn't able to fulfill the order, they have cancelled the order.

This cancelled order will appear in the Cancelled Orders section of "Your Orders": *****************************************.

Amazon and our Sellers are committed to maintain and update the availability of the stock on our website. Also, our internal teams regularly monitors the product offerings to identify and resolve any pricing errors and other pricing issues. I'm sorry this isn't the case and we regret for the inconvenience caused due to this.

As the item is available from a different seller on our website. If you still need the item, you may place a new order by adding the item to your cart from below link. However, we won't be able to help you with the price difference.

Here is the item link: ********************************************

After you order an item from a third-party seller, you can rate them. This lets other customers know about your experience. To leave feedback for an order:

1) Do one of the following:
- Go to Leave Seller Feedback.
- Go to Your Orders and select Leave Seller Feedback.
2) Find your order.
3) Select the options that best reflect your experience.
4) Select Submit Feedback.

Note: It can take up to three days after the order is completed or canceled for the Leave seller feedback button to show in Your Orders. You have 90 days from the date of your order to leave your rating and comments.

You can find more information on our help pages here : *************************************************************************************************************

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: 01/01/2023

Complaint: 18667480

I am rejecting this response because:
during the phone conversation with customer service, the agent specifically stated that the merchant was no longer selling on Amazon and this was most likely the result of fraud. I do now see the cancelled orders in my Amazon account and will proceed to rate the seller - however I now see this seller is still active they are continuing to sell the product that was cancelled on me at the higher price. Even more frustrating is that the item is selling higher than MSRP and the price has been fluctuating.
Here is the item - there is inventory available and it is from the same seller SpicyBomb: Sapphire 11322-01-40G ********** Radeon RX **** XTX Vapor-X ****** Graphics Card with 24GB GDDR6, *** RDNA 3 **********************
It would appear to me that the transaction was cancelled because they are wishing to sell at a higher price and performing pricing discrimination practices. At this point I have spoken with four different Amazon representatives and the feedback I am receiving is contradictory and not resolving the issue. It appears that this practice of canceling orders to sell at a higher price is supported by Amazon and is eroding the trust we place with every transaction made on the platform.
I am requesting my item be shipped as promised from the vendor and Amazon at the price from the order. Alternatively Amazon or the vendor may offer a credit of the difference (approximately $200) towards the purchase of this product. That will resolve both issues of a wrongfully cancelled transaction and the extremely poor service I received on the telephone with Amazon customer service.

Sincerely,

*******************************
Initial Complaint
Date:12/31/2022
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 went to buy a Amazon gift card for 500 dollars so I went on my account and shop they lock me out and told me to send proof they told me to send Id and receipts of me buying I did I uploaded everything they ask me so they sent me other email stateing that my account was close for good so I call them back and said how is my Amazon account is close I have a 500dollar gift card on my account so they said ok we will reopen case again send in information so for the fourth time I sent in receipts of me buying my gift card and my Id again and they still have my account on hold I work hard for my money I sent them everything so why did they lock my account and put a hold on my 500 dollars gift card that I bought from ********* that I sent them the receipt showing that
Business Response
Date: 01/21/2023
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.
Customer Answer
Date: 01/21/2023

Complaint: 18667483

I am rejecting this response because:I am rejecting response because I have a $500 dollars of my hard working money on the account you guys can aleast send me a check that is my hard working money k sent you guys pictures of my gift card that I bought at ********* with my money I even sent you guys pictures of the gift card that yall lock so what are yall going to do with my 500 dollars

Sincerely,

*******************************
Business Response
Date: 02/15/2023
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.
Business Response
Date: 02/21/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 02/21/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com
Initial Complaint
Date:12/31/2022
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 with Amazon on November 20th. My order supposed to been delivered to me on December 1st. So I waited until December 15th and called Amazon back about my order, they kept telling me to wait. So here it is December 31st and I still haven't received my order, but they will not refund me my money. I have called them several times and their attitude is horrible. They keep telling me it is nothing they can do, but they kept my money. I asked them have they thought about their drivers or workers taken peoples merchandise for Christmas. I just want my money Credited back into my account I am a single mother and is a prime member with Amazon. I have had so many issues with them about my orders. But I can not just lose my money like this times are hard for everyone right now. My order total was $137.24. I still have not received any of my order. It's like the drivers deliver what they want delivered and lie about it to them and scan stuff in that says delivered. That's wrong.
Business Response
Date: 01/01/2023
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 haven't received the items from the order #***-6915382-5038655. I'm sorry for the inconvenience caused with this.

Based on the results of our investigation, we aren't able to provide a replacement/refund for this order at this time.

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 advise you to contact *** in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.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:12/31/2022
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.
Yes I have been locked out of my account now. I have two accounts that I can't log into. I called emailed and complained that they locked them so i can't cancel my account since April they have been taking 30 dollars or so off my cars and when I chat with them they tell me that I need the transaction number well my card doesn't give me the number it gives me the amount and the date. They do not have my permission to charge my card and they are committing fraud for the use of my card and identity by not closing those accounts and stealing my money
Business Response
Date: 01/05/2023
Hello ****,

I'm Pratap 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 the unknown charges on your card.

I apologies for the inconvenience that you have experience in this case.

Upon reviewing we found that your are being charged for orders and subscriptions on your other Amazon account which is in active state.

Please confirm If those are authorized charges or not by replying to this email.

We look forward to hearing from you soon.

Regards,
Pratap
Customer Answer
Date: 01/12/2023

Complaint: 18667285

I am rejecting this response because: I still can not get into my account its almost 400 dollars they have taken from me without my knowledge

Sincerely,

*****************************
Business Response
Date: 02/02/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 2022-11-13.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Initial Complaint
Date:12/31/2022
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.
Ive been an Amazon account holder for about 13 years. Never abused or broke their policies. My account was suspended for the first time on 12/20/2022 with an explanation that they suspect someone else is using my account. After submitting all required information over the phone, my account was restored after a day and a half. All payment methods were gone, as well as my prime membership and video subscriptions. I patiently entered everything back, and purchased a new amazon prime membership paying for the whole year. I made a few purchases, and tried to order shoes from zappos.com using Pay with amazon option, that Ive used several times before. And my Amazon account gets suspended immediately again, without letting me to proceed with the purchase. I submitted all required information online this time, including my bank statement that shows amazon purchases. 24 hours later I get an email that after a review it was necessary to close my account, cancel my orders. No refund for my newly purchased Prime Membership though. No reason stated. I called Amazon, and they said they dont see a reason why my account was closed and have to send the form to Account Services to request that info to be provided, as well as a refund for my Prime Membership. I want my account reinstated as I did not do anything wrong and use my account for buying groceries, toys, clothes etc for my children. My Amazon devices are useless, and I want to be able to use them again. Amazon.com practices are not consumer friendly and this has to be stopped.
Business Response
Date: 01/07/2023
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.

Sincerely,
Amazon.com
Initial Complaint
Date:12/31/2022
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 have tried to purchase a specific color of shoes and have received the incorrect color twice due to a technical issue with the website. A chat agent and a phone agent were able to reproduce the issue and both said they were escalating but this issue has persisted since I first placed the order on Black Friday. Additionally, it is far too hard to report technical issues such at these and the customer service agents are unable to handle anything further than what the system will already allow customers to do.My first order number is 112-4984778-7886640. I then requested an exchange but was still sent the incorrect color in order number 113-5697146-3491469. As the attached pictures will show, I have ordered the Reebok Men's Bb4500 Hi 2 Sneaker shoes in Black. When this item is added to someone's cart, the description displays "Black/Alloy" which is an entirely different color. This is causing order fulfillment to send the wrong shoe. I bought these shoes on sale for Black Friday and they typically cost more than what I initially paid. I would like this technical issue fixed and I would like to be sent the correct color. I now have to return two pair of shoes.
Business Response
Date: 01/01/2023
Hello Tylor,

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 sincerely apologize for the inconvenience caused with the wrong item received in 112-4984778-7886640 and 112-4984778-7886640.

I've checked the details and submitted a request to our product listing to get the details corrected on our website. We'll investigate further and make sure this doesn't happen to anyone else. In the meantime, the item may temporarily be unavailable to purchase from Amazon.com, though it may be available from other sellers on the Amazon.com website.

With regards to the item price to get the correct item, once the issue is fixed, you may re-order the item with the item specifically to be "sold and fulfilled by Amazon.com" and reply back to this email once you receive the item with the new order details. We will help you with the refund of price difference to help you with this.

Please note that we won't be able to refund the difference if the order is placed for the item sold by a seller even if that is fulfilled / shipped by Amazon.

Further, to return the current orders delivered, Our ********************* guides you through the process and gives you option for a return mailing label:

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

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:12/31/2022
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.
We have been working to resolve this issue for over a year. Each time Amazon asks us for more information, and we have provided this information, they then ask for more information. It has gone past ridiculous how many times we have responded with the information they want, just to have them deny that our account be re-instated.
Business Response
Date: 01/02/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Initial Complaint
Date:12/31/2022
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.
The incident happened today, 12/31/22. The business (Amazon). Between my own personal account, and the business account I use, I don't have an exact amount of money spent (but it's thousands). This started because of a purchase worth about $10 from my personal account. I had a purchase I needed to return. I started my online return, but I needed to speak to someone in customer service first before I could complete it. Amazon has the option to "chat", which I chose. My experience with the representative was so aggravating, I asked to be provided with a customer service email (where I wanted to file a complaint on my experience, and ask a question regarding shipping that the rep was not able to understand/answer), and was given one. After I typed out my email, where I pointed out multiple issues with the support chat and rep, and also separately asked my shipping question with a good amount of detail hoping it would be understood by the person that would be reading it, I send the email but come to find out it isn't even an active address to receive anything. I went back to the website and looked through it to attempt to find how to file a complaint there, but I couldn't find anything. So again, already irritated, I requested another chat with customer service. I asked to tell me how I could file a complaint. The rep asked me to elaborate a bit, so I kept it brief. The rep said that the "concern team" would look at my chat with the rep, and investigate and act accordingly. I told the rep that I had written this lengthy email pointing out things that wouldn't come across or be noticed just by looking at the old chat. And also reminded her that I still had a shipping question, which again, I explained in the email. The rep said she didn't seem to understand. So I asked her something like "so your telling me that there is no way for someone to file a complaint?" Then she mentioned the thing about the concern team and I gave up. I can provide the email I wanted to send.
Business Response
Date: 01/01/2023
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 wan to know how to file a complaint to us that you are trying to submit as the email address provided by our support service isn't active. I'm sorry for the inconvenience caused with this and for the assistance provided. 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 order to file a complaint to us through an email, you may reply to any of the email(s) sent by our customer service team after speaking to them or chatting with them.

Once the reply is received, based on the nature of the request/feedback, the email will be further transferred to relevant team who can better assist with the request.

Our email address to contact us directly from the website is deprecated as we are available via Phone and Message Us options to assist our customer instantly.

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: 01/03/2023

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.

Unfortunately, it still took 2 other agents to try to assist me with what i needed. After speaking to the last agent I had, I was given the information and tools I needed. It really shouldnt take what I had to go through to be able to file a complaint. If you are being honest about beleiving your customers are valued, then you should change how your customers can file a complaint so it is clear, and accessible.

Thank you for your response.

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

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