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

59,335 total complaints in the last 3 years.
21,770 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:12/26/2022
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.
I was charged Amazon prime bill for 16.95$ even though my Amazon account was closed and I requested Amazon cs to not charge me since I never used Amazon prime before. Id like this fee to be reimbursed to card ending in7520 Where Amazon charged the fee Attached the photo
Business Response
Date: 12/27/2022
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 your account, I haven't found any charge of $16.32 and Prime Membership was already cancelled since September 22, 2022.

A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment. Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

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.

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

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

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
*****************************
Initial Complaint
Date:12/25/2022
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 oder a item on December 19th. It was supposed to be here on December 24. But it sit In the processing status for over 2 days and it never shipped. I was told by rep don't worry it will be delivered on time. That was a lie. There wasn't any option to get it delivered faster for an extra fee. So I looked on December 23. I reorder it and paid overnight shipping. I wad told by rep on about that order it was canceled by credit card company. So I called them and it turns out that rep lie. Then I spoke to a different rep and they said don't worry your package is on schedule. Then I called and spoke to a supervisor who confirmed that my package was on schedule. It turns out the rep and even a supervisor lie. It seems like Amazon is okay with there employees lie to customers.I am a prime member.I have had no issues until now.
Business Response
Date: 12/26/2022
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 the Order ID: ******************* payment was declined and it was not processed.

We're unable to determine why your bank declined our attempt to charge your card. A charge can fail for many reasons, here are some things to check:

- Have you entered the credit card number correctly, without any transposed digits?
- Have you entered the correct expiration date? Has the date expired?
- Have you entered the billing address and phone number that match those associated with your credit card?
- Have you exceeded your credit limit?
- Has your credit card recently been reissued with a different credit card number and/or expiration date?

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: 12/26/2022

Complaint: 18639124

I am rejecting this response because: I have the amount pending on my credit card and I used the last available credit to order the mug overnight. I have proof of pending transaction on my credit card account. To be honest I shouldn't have to go through this much trouble to get an item. This isn't how you treat your customers and especially prime member.

Sincerely,

***************************
Initial Complaint
Date:12/25/2022
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.
I bought 3 toys off amazon totaling to $100. Upon receiving them, the codes with them did not work so I packaged them back up in the boxes and took them to the *** store to ship them. I asked for amazon gift card balance as my return credit, and upon returning from the *** store I look into my email to find the credit has been issued but my account has been locked. They said my account was affiliated with another locked account, and ended up stealing the money I spent off my debit card and requested back in credit and keeping it, even after I shipped the items back. This happened February 8th, 2022. I sent them my passport, billing statement, and proof of transaction and they continued to refuse to unlock my account.
Business Response
Date: 01/11/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 11/1/2022 confirming account reinstatement.
Sincerely,
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. My account has been reinstated.

Sincerely,

**************
Initial Complaint
Date:12/25/2022
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.
I returned many things ordered on Amazon on 12/21/2022, return items value about $350. On 12/23/2022, I received an email telling me my account was closed and my gift card balance was voided. I was very cooperative, tried everything I can, like providing my bank statement, contacting customer ******************** and emailing customer ********************. Every time I was told only "account specialist" has authority to unlock my account. But when I asked to directly contact "account specialist" I was refused, because customer agent said account specialist can only be contacted directly by an agent through message. I don't know what message agent left, but I was refused by mysterious "account specialist" by a no-reply email (I can not email back), the hold on my account can not be removed and I can not get refund. I want my account back and my refund.
Business Response
Date: 01/08/2023
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
Customer Answer
Date: 01/08/2023

Complaint: 18638999

I am rejecting this response because:
I still can not log in my Amazon account. In the meanwhile, I continually received emails telling me the items I returned have been received and I have been issued refunds. (I can only attached three of them. There are more...) It's ironic because I could not get access to those refunds. I returned many items valued about $300, and next day my account was closed?? Also, I made some orders before my account was closed. I never received any of those till now. My money disappeared. I just could not believe a big company like Amazon would treat a poor customer in this way. It's unacceptable to anyone.

Sincerely,

*****************
Business Response
Date: 03/01/2023
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 03/05/2023

Complaint: 18638999

I am rejecting this response because: Please restore my access to my account. I am a prime member and I have right to continue using my membership.

Sincerely,

*****************
Initial Complaint
Date:12/25/2022
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.
Amazon is ripping me off!!! I returned two bottles of essential oils to the *** store. The guy scanned it and Amazon is claiming (now after a month) they never received it and it wasnt scanned!!! I DO NOT have the items and I refuse to be charged for items I returned!
Business Response
Date: 12/26/2022
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 return refund issue.

I've checked and see that the previous customer support representative has refunded the amount for the order.

Refund will be credited within 3 to 5 business days.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/25/2022
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 found the kenmore vacuum cheaper at a local store near my house. I spoke to Amazon on 12/23/2022 about cancelling item. They informed me to refuse delivery, I waited for the truck to show up and I REFUSED the delivery. I was then told by customer service it was being redelivered, so I told them to contact driver to let them know I said no because I DO NOT WANT IT. At 9pm some random guy with no amazon logos shows up with the item. I did not feel comfortable so I accepted item. After explaining to amzon customer service, the frusterating events that had happened and how I needed the money and could not physically return the item until 1/2/2023, one rep offered refund with no return but then stated she has system issues and had to transfer my call. These reps all day today been disrespectful and refusing to even listen, most wanting to disconnect from chat.
Business Response
Date: 12/26/2022
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 ID: *******************.

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

I would like to inform you that the only option to get a refund is to return the item.

Also, we'll not be able to issue any returnless refund. If there was any other alternative, we would have surely helped you further.

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: 12/26/2022

Complaint: 18638863

I am rejecting this response because:
The issue with product getting returned was delayed by the business not the consumer. I refused delivery at 2:35pm, but business decided to take it to warehouse and reload it onto another vehicle and bring product to me with an unknown person with no amazon markings. The shipping stores are closed at that point as well as on Christmas and Monday in observance of Christmas. Now I have to find time in my schedule to return it when I already simply refused the delivery once. Also I found the product cheaper but they will not offer a price match. The companys rep offered a refund with no return but was having system issues and had to hand me off. The online reps refuse to agree I did indeed refuse the delivery at 2:35pm and threaten to end conversation. I prefer the business to call me.

Sincerely,

*************************
Initial Complaint
Date:12/25/2022
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 order very regularly from amazon, and there are some circumstances where I may not get my merchandise because it gets lost in the mail and I get a message from amazon telling me to please forgive them, but my merchandise has gotten lost in the mail, and if I have received it in a specific time, please call for a refund in which I do. However, your credit card still gets charged for the item you don't receive. Also, I've been having an ongoing problem when you return an item; you print out a printable sheet for the said item and tape the sheet to the bag the item is to be shipped back to amazon. You take it to an amazon drop-off center, and they scan the item and take your information, and you get a confirmation when the item is refunded. Lately, amazon is now recharging you for items you haven't returned, but they were shipped in the same package as the things were in that you produced. I have called and straightened this out twice, and they keep charging my credit card. Now I feel as though they are stealing from me. I have been a prime customer for years and frequently shop from amazon. They don't like to speak to their customers on the phone, but they like to steal your money. Something has to be done. I am not happy with the way this company is treating me
Business Response
Date: 12/27/2022
Hello ******,

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

We're sorry for the inconvenience you've had with retro-charges on your Order.

I've reviewed your account and see that the charges were processed due the return label created on Original order as we didn't receive any return, the Retro charges were processed.
I can completely understand that you didn't receive items, cannot return it and the charges were processed, however I can confirm that the refunds were processed on Original and on replacement for Retro charges on below Orders

Order No: 113-1782831-0301000
Order No: 113-3747389-4579468
Order No: 113-8675034-2297848

Refund will be credited back to Original payment method in next 3-5 business days from date of issuance (Sunday, December 25, 2022 at 4:32 PM (PST) ).

We have also taken a feedback on the charges and return labels, thank you for bringing this to our notice.

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

Regards,
*****
Amazon.com
*****************************
Initial Complaint
Date:12/25/2022
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 ordered three 3 things from Amazon and it said it was delivered but I didnt get it and the order number is *****************
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've reviewed your complaint. Were sorry to hear that you havent received your item(s) from Order No: 114-2133950-3265036

Based on the results of our investigation, we wont be able to provide a replacement/refund for this order at this time. Amazon.com is not 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 recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Locker, in the future to avoid further problems.

The same information has already been communicated on Wednesday, December 28, 2022 at 8:25 AM (PST)

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

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

Complaint: 18638624

I am rejecting this response because:I dont think it was a shipping problem Amazon never sent it

Sincerely,

*******************************
Initial Complaint
Date:12/25/2022
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.
ORDER # ***-7820819-8012230 for nearly $100 electronic device arrived damaged because packed improperly & unsafely in plastic bag. Immediately requested replacement with comment to *** pack in box with padding to protect device. Replacement arrived damaged in same plastic bag. Placed new ORDER # ***-6485599-7813809, communicating with Chat employee who assured us that electronic device would be packed safely in a separate exterior box with padding & message sent to warehouse to guarantee. But third device sent was again in plastic bag & arrived damaged. Immediately requested replacement with both ************** with 3 different amazon employees, stating last chance to send safely in exterior box with padding, which all 3 acknowledged. 4th electronic device sent in plastic bag & arrive damaged. There is obviously an absence of proper training for warehouse employees when sent $5 packet of flat batteries in box but expensive electronic device in plastic bag. This type of customer service does NOT exactly encourage customers to continue Prime membership after free trial.
Business Response
Date: 12/27/2022
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 damaged electronic items as they packed in plastic bags, I'm sorry for the inconvenience caused.
I can see the issue was escalated to our team and I see previously a label was created on December 23rd to your registered email address
It's a *** store QR code. Please bring the item at any available *** store, show them the code, they will accept the return and print the label on your behalf to return it back to Amazon for a refund.
For instant access to the label, you may access this link.
********************************************************************************************************

We'll issue refund to your Original card after we receive the item. Once we issue your refund, it takes up to 7 days for your financial institution to make funds available in your account.

Check return & refund status:
*************************************************************************************************

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

Regards,
*****
Amazon.com
*****************************
Customer Answer
Date: 12/27/2022

Complaint: 18638615

I am rejecting this response because: business reply is entirely non-responsive to complaint. Complaint is failure of business to send electronic device in box with padding as promised 3 times to the customer and "Desired solution" is clearly stated as the aforementioned. Business reply fails to address this issue at all but merely quotes return policy. If customer wanted to return 4th device, as has already been the case with the 3 others improperly packaged & damaged, there is no purpose in filing a BBB complaint, which is to get the business to honor its repeated promise to the customer & obligation to send electronic devices in such a manner that they don't get damaged in shipping. It appears that business is refusing to do this.

Sincerely,

**************
Initial Complaint
Date:12/25/2022
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.
On December 12th I purchased a snow globe from Amazon with shipment date before Christmas, as this was supposed to be a Christmas gift. Order #***-2004090-7892269. When the package arrived, the snow globe was tightly packed in styrofoam and secure but when I unwrapped it there were at least three scratches on the front of the globe. Clearly these had to have been there prior to shipping the item and whom ever shipped it, did not pay attention and shipped it regardless of the flaws with the damaged item. I contacted Amazon via chat and was told that I had to return the original damaged item on my own time to a store and another would not be sent until a month later, after Christmas. This is not alright as this was a Christmas gift and clearly they had made a mistake. The person I was chatting with made no attempt to assist me in fixing the problem and kept me for nearly forty minutes, taking four or fives minutes at a time to come back to respond to my questions. Finally, after I stated I was filing a BBB complaint, they asked for my phone number and had a representative cal me. The representative had me email me her pictures of the damage and came back and said I would have to send the original product or I would be charged double, once for the damaged and another for the replacement they are sending. She told me that her hands were tied and there was nothing she could do. Because of Amazons mistake of sending me a damaged item I was unable to give a Christmas gift this year that was counted on.
Business Response
Date: 12/27/2022
Hello *****,

I am Aqeeb 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 damaged Snow Globe as they packed in styrofoam. I'm sorry for the inconvenience caused.

I can see the issue was escalated to our team and replacement is in process
Also I see previously a label was created on December 22nd to your registered email address.

It's a *** store QR code. Please bring the item at any available *** store, show them the code, they will accept the return and print the label on your behalf to return it back to Amazon for a refund.

For instant access to the label, you may access this link.
********************************************************************************************************

Rest be assured, we do not charge you for the replacement Order.

Link to Check return status:
*************************************************************************************************

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

Regards,
*****
Amazon.com
*****************************
Customer Answer
Date: 12/27/2022

Complaint: 18638566

I am rejecting this response because: I think that Amazon has missed what most of my complaint was about. I wasted a lot of time trying to resolve this issue before I had to turn to filing a BBB complaint and was turned away. I was threatened to be charged twice. I did not receive what I originally ordered in time for Christmas which resulted in someone not getting something I wanted to give them. That is a huge let down to me. You had plenty of time to fix the issue. Now youre making me go out of my way and TRAVEL to return something you sent damaged in the first place. Why should I go through all of this headache? What kind of customer service are you offering? I have spent so much money the last two months for the holiday season to have such poor treatment.

Sincerely,

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

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