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

59,406 total complaints in the last 3 years.
21,572 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:12/19/2022
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 purchased a $200 gift card. They shipped a 12 count box of ***** cat delectables at a total weight of 480 grams( minus box weight) in a plastic sleeve envelope. Box was busted and the packages were loose. Amazon said the gift card was also in the envelope. It was not. I asked for a replacement card. They refused. Based on the dimension and weight of shipped envelope they confirm the gift card was in the envelope. Gift cards weighs 1.5 ounces with the envelope. I asked them to confirm they weigh that exact and precise. They would not. They said to file a police report and will not talk to me any further. I asked again why I couldn't get a replacement card when they could bill and void the one they allegedly sent. Again told to file a police report. So I asked again for the standard of weight differentials they allow for the police to know and they will not speak with me at all. Amazon stole $200 and refuses to replace, refund or acknowledge any of it.
Business Response
Date: 12/20/2022
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 missing gift card. I'm sorry for the inconvenience caused.

I understand that it's frustrating, but the response you were given previously was correct. We aren't able to provide further insight or action on this matter.

Based on our investigations, we aren't able to provide a refund for this order at this time. You may wish to contact your local police authorities to pursue this matter further.

Please contact us back at ************** during the business hours of the related police department with the following information:

The Police Report number regarding this incident
The name of the related police station
Crime Reference Number of report/Reference number provided
If reported to a local police station over the phone: The name and badge number of reporting officer, and contact number of the police station.
If reported to the police online: Provide a copy of the acknowledgment receipt email or reference number.

Once we hear back from you with the above requested details on the call, we'll be able to look into it and help you further.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
*****************************
Customer Answer
Date: 12/20/2022

Complaint: 18611461

I am rejecting this response because:I never asked for a refund. I asked for a replacement card. My local police department are working on a report for me. Amazon stole $200

Sincerely,

*************************
Initial Complaint
Date:12/19/2022
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.
Amazon is not properly disclosing the location that items will be coming from and they are selling product that they do not have in their warehouse. I ordered 4 items on December 14, 2022 and one of the four has shipped. The other three are showing that they are supposed to arrive tomorrow but according to the amazon individual that I spoke with on the phone, 2 of the 3 remaining items are coming from ***** and they do not have them in amazon possession yet. So since according to amazon they do not have the items in their possession they do not know when they will arrive however the same agent said that they will arrive December 20, 2022 at my location. Does not make sense how they can say 1 thing in one sentence then contradict themselves in another sentence. Why are they allowed to sell product that is not in their possession? If it is a "pre-order" then they should have to note that on the listing.
Business Response
Date: 01/01/2023
Hello *****,

I'm Praveen 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 confusion between items shipped by Amazon and third party sellers. I will be happy to provide you the information which might help you in future.

The items offered on our website may be sold by Amazon.com, shipped by Amazon.com, or sold by sellers. For items sold by a merchant and shipped by Amazon.com, we will fulfill the order and offer customer service.

You can recognize whether or not the seller is Amazon.com in many ways:

--The item's detail page will say "Ships from and sold by (merchant name)."

--The seller's name will be displayed during checkout.

--If several different sellers are offering the same item, the "More Buying Choices" box of the item's

detail page will list each seller.

The condition of a seller's item can be viewed by clicking the "used," "new," "refurbished" and/or "collectible" on the item's detail page. For a description of what these conditions mean, visit:

www.amazon.com/gp/help/customer/display.html?nodeId=*******

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:12/19/2022
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.
Last 4 to five years they withdrew my accounts money every other day when I call nobody helps me so they are doing fraud staff the total will be more than $50,000 now
Business Response
Date: 12/22/2022
Hello Muktar,

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.

Im sorry for the inconvenience this has caused.

I'd love to help, however, I wasn't able to locate any information on this issue or the account using the e-mail address on your message.

If you know the e-mail address your account is under, write from that e-mail address with the order number, so that I will take necessary actions.

We look forward to hearing from you!

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 01/02/2023

Complaint: 18611413

I am rejecting this response because: my email is correct and I add the screenshot of my login information thanks

Sincerely,

*******************************
Business Response
Date: 01/15/2023
Hello Muktar,

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

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the charge id pertaining to the issue for research.

We request you to write us back with the charge ID, so that we can investigate on this further.

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:

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

We look forward to hearing from you!

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Initial Complaint
Date:12/19/2022
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.
Amazon keeps billing and taking money from my account and I no longer have inventory in their warehouse.I have requested for my account to be closed since July but till date nothing has been done about it and Amazon keeps billing **** have not been able to reach anyone in customer service to assist with this issue and my account keeps getting debit alert for sales I did not make. I just want all my money back.I have made all compulsory payments and do not owe Amazon but they keep debiting my account against my will.I have attached recent transactions with Amazon debiting my account wrongfully.
Business Response
Date: 12/31/2022
Greetings from Amazon,

My name is *******, and Im a member of the Amazon.com Executive Seller Relations Team. ******************* received your email and requested that I research this issue and respond on his behalf.

Unfortunately, I was unable to relate a selling account for the email address from which you sent your message, *****************************.

We understand that people use multiple email addresses, but for account confidentiality reasons we cannot release account information to an email address other than the one associated with your Amazon account.

Resend your message using that email address so that we may assist you better. If you no longer use the email address associated with your account, we ask that you update the email address on file for your account. As a security precaution, we ask our sellers to change their email addresses directly on our website. This ensures that the user requesting the change knows the current login credentials for the existing seller account, preventing any uninvited changes.

To change your email address, follow these step-by-step instructions:

1. Log into Seller Central.
2. In the Settings section, select "Login Settings".
3. On the Login Settings page, in the Password Settings section, click "Change".
4. On the Password Settings page, enter your old password and new password, and click "Submit".
Initial Complaint
Date:12/19/2022
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 purchased over $600 in items on November 25th, 2022. I received 1/4th of my items on December 2nd 2022, but the Bulk of my order was not received. Then on the 6th of December my order was sent back to Amazon, because they said it was sitting at *** warehouse for 6 days without my knowledge. No one told me that and when I would check the tracking, it said still on its way to delivery address. So, I called Amazon and talked to a representative who said that once they receive the packages back, they will refund me in 3-5 business days. Well, they received the packages back on the 8th of December and I called back asking for the refund and that rep said it will take **** days now. Today is the 19th and I still don't have my money. Every time I call Amazon they say not till the 23rd of December. that is over 2 weeks I've been waiting on my money back and I still do not have it. When I logged into the Amazon account, it's still saying that I received it and if I wanted to repurchase it. I want my money back now. That was my Christmas gifts for my children and now I have nothing.
Business Response
Date: 12/22/2022
Hello *******,

I'm Pratap 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 and understand your concern that your did not receive some of the items from your order.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number and the item name pertaining to the issue for research.

We look forward to hearing from you soon.

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

Regards,
Pratap
Initial Complaint
Date:12/19/2022
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.
I have been a loyal customer of *********************** for year's and I would frequently order on a consistent basis, but I start to notice unauthorized charges on two of my bank accounts from Amazon digital going all the way back for one year I spoke to a representative about it, and she assured me that she would take care of it. Unauthorized charges on two of my bank accounts from Amazon digital going all the way back for one year. I spoke to a representative about it and she assured me that she would take care of it. At this point. I do not trust Amazon because this is against there policy. She did reverse some of the charges, but then there still charges that are questionable and as of now, Amazon have started the same thing once again, going into my bank account and taking money that I did not authorize and these are the same charges which has caused my account to be overdrawn.
Business Response
Date: 12/25/2022
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.

I've reviewed your complaint and I'm unable to locate the charges.
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:
https://www.amazon.com/bill

If you are referring to an account under different email address then I request you to write to us from that email address the exact same subject line.
Rest assured, once we receive the complete information we will address the issue as soon as possible.

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

Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/19/2022
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 purchased a table on July ************************************************************************************************** August, I contacted Amazon about this issue and on Aug 16, I was promised a refund after I sent the *** receipt. No one contacted me or reached out to me and then I contacted Amazon on Dec 9 and today it is Dec 19. They will not fulfill their A to Z guarantee because they do not understand that 48 hours is not 5 months. I was promised a refund in the messages and it been almost 3 weeks now and still no refund from Amazon. The product was materially different from expected. The A to Z guarantee protects you when you buy items sold and fulfilled by a third-party seller. It covers both the timely delivery and condition of your items. If you're not happy with either and can't resolve the issue directly with the seller, you can make a claim directly to Amazon team will issue a refund to the customer as in the screenshots below show that a refund was promised. It's been 5 months and to be eligible for Amazon's A-to-z Guarantee, you must first contact the seller directly and allow them 48 hours from your first message to provide you with an acceptable resolution. If you do not reach a resolution with the seller within 48 hours, you are eligible for a refund. They do not understand that it has been 5 months and the issue has not been fixed.
Business Response
Date: 12/20/2022
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 on your return shipping fees on the Order ID: ******************* and have reviewed the matter in detail. I am afraid, we are not able to require the seller to issue a refund for the shipping fees at this time.

I have reviewed in detail the emails shared by you with the seller from the time the return label was requested. The seller had requested a return receipt for confirming the return and fees on emails dated 8/9/22, 8:23:10 PM and 8/9/22, 8:23:10 PM Pacific Daylight Time. I did see you had shared the return tracking number on your response dated 8/9/22, 9:14:16 PM Pacific Daylight Time.

However, the receipt itself or details of the return shipping fees expected were not received by the seller. I also see there was no claim filed with the A-to-z team on this issue.

Considering the time past the return window, we are not able to file a A-to-z claim at this time or require a refund of the shipping fees.

However, you could reach the seller on this matter by using the Contact Seller option on your 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:12/19/2022
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.
On Cyber Monday, November 28 I ordered right around midnight ET a BowFlex treadmill from Amazon. The price was significantly discounted by about *******. When I looked at the treadmill there was an option to have it delivered to room of choice and put together. Then as I was ordering it went away. I immediately started a chat and did not get a response to that chat. Then on or about December 2 I called and spoke with a woman ******* who was able to set me up for assembly and stated that once the shipper was decided I would get an email and I could state that I'd like room of choice delivery and if the delivery company was Amazon that'd be easy to support. On December 9th I had not received any notification of delivery even though the treadmill was to be delivered on Dec 15. I called again, after going to two or three agents I ended up with ********* who said he noted in comments the expectation of being delivered to my second floor. Then the timing of my delivery was changed, not by me, by Amazon. I cancelled my doctor's *********** to support the delivery. On December 15 they came and as I greeted them asked if I would want the treadmill right on my sidewalk. I explained the arrangement and my discussion with ********* as well as the email I had from him. That didn't matter. I was told I had to call Amazon and I received a 30 minute run around. I was told to wait a few days and they'd likely reschedule with more delivery people since the treadmill was two heavy for two delivery people. The next day I saw on my app that the order was cancelled. Then I called again and was told that the Mandi could not help or contact the delivery group even though it was amazon. On Sunday I received notification I was being refunded. That same treadmill is now $700 more expensive on Amazon and cannot be ordered. I feel that perhaps they discounted too steeply and chose to not deliver the treadmill. They did not keep their word.
Business Response
Date: 12/20/2022
Hello,

I'm Harasankar 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, I apologize for the inconvenience caused to you in this matter.

Upon checking I see that the delivery request to the room of your choice was added but payment was not complete for the service which is why the order couldn't be delivered.

I've checked the item in our website, the price still shows the same, however the item is currently not available.

You may place the order for the item once it is available. I hope this information helps. We look forward to seeing you again soon.

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

Harasankar.M
Amazon.com ****************
Customer Answer
Date: 01/06/2023

Complaint: 18610293

I am rejecting this response because:they lied. I was never told there was a charge. Bottom line they messed up. Multiple agents saying different things. ****** learned Ill never buy a ********** item from Amazon

Sincerely,

***************************
Initial Complaint
Date:12/19/2022
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 order a sword and helmet for my son for Christmas and when I first ordered the items they to be delivered on Dec 22 then 2 days later the delivery date was Dec 28 so I found the items elsewhere that could deliver on time and canceled the Amazon order only they still charged me for the orders and are now refusing to refund my money
Business Response
Date: 12/21/2022
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'm sorry for the inconvenience caused to you with your Amazon order #***-7448146-2213829. Upon checking I see that your order has been cancelled and you haven't been charged for it, but an authorization may be visible on your account. This should be removed according to the policies of your bank. Please contact your bank to clarify how long they hold authorizations for online orders.

This canceled order will appear in the Canceled Orders section of Your Orders (www.amazon.com/yourorders).

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
http://www.amazon.com
Initial Complaint
Date:12/19/2022
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.
My account is locked and has been locked for a few days with emails from amazon giving me all these different payment methods that I have no recollection of. i have been calling to speak with someone regarding this and I have been given the runarounds all i want is access to my account. Its truly unprofessional to not have a direct form of communication to speak with someone from the specialist team. i contacted corporate as well with little to no help
Business Response
Date: 02/05/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2/5/2023.

Sincerely,

Amazon.com
Customer Answer
Date: 02/10/2023

Complaint: 18609696

I am rejecting this response because:
No one has reached out to me regarding this matter i have sent in several documents and letters stating it was fraud on my account now i cant access my subscriptions or my blink camera access and when i tried to open another account it was closed as well. I would like answers in this matter

Sincerely,

*****************************
Business Response
Date: 02/21/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 02/21/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 02/24/2023

Complaint: 18609696

I am rejecting this response because: they requested information from me and I still havent received a response in regards to unlocking the account or allowing me to make a new account

Sincerely,

*****************************
Business Response
Date: 03/16/2023
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.

Sincerely,

Amazon.com
Customer Answer
Date: 03/16/2023

Complaint: 18609696

I am rejecting this response because:
i followed all rules with my account and i reported my account was hacked,changed my password and followed all rules and uploaded documentation as well

Sincerely,

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

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