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: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.
Order 114-7184125-3657010 from May 14th had to to refunded since **** lost the package but then they found it and it was delivered to the buyer. The buyer refuses to pay me back for this item and will not answer my messages.Amazon refuses to ask the thief to pay for his purchase, or charge his account, or communicate with him.Asking Amazon to refund me for the $100.90 for this stolen item, or at least contact the thief and demand he pay for it.
Business Response
Date: 12/20/2022
Dear ******* Partner,

As informed in the case ********************* for order ID: ******************* was issued by you on 06/15/2022.
The buyer received a refund of $100.90 for their order.

Please be informed that refunds are a permanent action and cannot be reversed by us.

However, with the buyer's approval, a previously refunded order can be retro charged.You need to contact the buyer using the buyer seller messaging service to contact Amazon **************** by phone to give ********************** a new authorization to charge their credit card for the cancelled order.

They must provide us with the order ID and authorization to charge their payment method.

We understand the buyer has not responded to your previous message, however we cannot contact the buyer on seller's behalf.

Your understanding here will be highly appreciated.
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 ordered a shiti backpack cooler on December 16th which was charged for ****** on my surge credit card through ***********. I then get a notification that my payment needed revise because it was declined because they tried to charge me again for another ****** on December 19th. I tried to explain to the customer representative I have already been charged l* I then told them to forget my cooler and refund me but I was told my card was never charged. I also ordered two wallets that I cancelled voluntarily because the shipping date changed to after Christmas which I was charged ***** And was told I was never charged. I am requesting a full refund for both items since Amazon can not hold up their end.. Ive attached my charges. ******
Business Response
Date: 12/20/2022
Hello *******,

I'm ***********;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 that you received a notification to revise the payment on a order when it was already authorized. I'm sorry for the inconvenience caused with this.

I've reviewed the details of the charges of $117.69 and $21.38 and found these transactions are related to orders #***-0292845-2336235 and #***-9185811-9465010 respectively.

I see that the authorization transactions on these orders were cancelled on December 17 and 18, 2022. In the shipping process, sometimes, the authorizations may be cancelled to reschedule the shipment process to group or separate the items from the shipment.

However, as the orders were now cancelled, you haven't been charged on these orders. When you place an order, we contact your bank for a purchase authorization to verify your card but don't actually charge you until the order ships.

Some banks may hold funds in your account for these authorizations even if the order is canceled. You'll need to contact your bank for assistance.
They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.

I hope this helps! 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 moved $160 from my account via phone number thats provided to my Amazon cash account. Someone else that I do not know also had my phone number on their account so thats where my money went instead of my Amazon cash account. When contact Amazon regarding the matter one their reps found my money in the other account and unredeem the funds told me to wait 3-5 business days and check my account well its been 2 weeks and I have not been refunded the $160 nor was the fund placed in my Amazon account and they are not trying to help me and I sent them all the proof even there mangers seen my calls and what happen and still nothing and I would like to be refunded my $160 dollars
Business Response
Date: 12/28/2022
Hello Ms *********,
.
I'm Abhishek 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 to know about the issue with your recent Amazon cash transaction.

We could not locate the Gift card in the account. We request you to write us back with the order ID for us to look into this further.

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

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:12/19/2022
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.
I have been purchasing music for years through Amazon.com . For whatever reason Amazon "updated" their app and now the music I have purchased is unable to be played. The system keeps crashing and I'm unable to access things I've paid for! I have spent a lot of money on music over the years! I have called and complained I keep sending reports because the system keeps crashing! I've tried all the advice they've offered from uninstalling to reinstalling to updating to everything they keep telling me to do and it doesn't work none of it is working nothing is accessible like it should be and if you look at the reviews it's not just me it's a multitude of people!! I want a refund of all the songs that I have purchased if I'm not going to be able to listen to, or use, what I have paid for! I have contacted them numerous times I have done everything they have told me to do and nothing is working! It is not just me there are a lot of people who are furious with this update who again have purchased goods and now are unable to use them! Amazon won't undo their update and I'm not sure what to do or what choices I have. I want my money back for all the music I've ever purchased and I will take my business elsewhere if they won't fix this! They're obviously not caring what I or anyone else thinks henceforth I'm contacting the BBB because it's robbery!! Thank you for your time and I hope you are able to help~there's enough thieves in this world especially now! Let people enjoy what little bit of happiness they can find....
Business Response
Date: 01/13/2023
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 to hear about the experience you've had with Amazon Music.

In order to help identify a solution, I would like to get some additional information concerning this issue. If you wouldnt mind, please reply directly to this email with the following:

Can you describe what happens when you open the app?
Are you receiving a specific error code?
Can you confirm which Android device this is happening on? You can confirm this by going to "Manage your Content and Devices" in Your Account, then scroll to "Amazon apps installed on devices"

If possible, please try to access your Amazon Music via your Androids browser instead of the app. From the home page, click the headphones at the top and then 'music'. Under Library, scroll over to 'Purchased'.

Here is a direct link: ***************************************************

From here, are you able to listen to your songs?

I look forward to your response to further assist you.

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: 01/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for now. The reason I state for now is because I'm not sure how things will change once my free unlimited music that they gave me finishes. When things constantly were crashing and had no access
issues I was on the phone for hours with a variety of workers that tried but we're unable to fix the issues I was having. At one point a lady had told me I had to log in and access my music through the internet instead of the app and I was still having problems. It seems a lot of it has been fixed since then but I'm concerned once that promo disappears will I still have the access to my music. Another big red flag I have as I was told by a worker upon downloading the new app to accept yes for having other music and such on my phone loaded to the Amazon app upon doing so it placed recordings I had on to there and I have no way that I can see to move them back to a different location. If they can help me figure that out too that would be greatly appreciated. All in all knowing all the issues this app had and for them to tell me to uninstall and reinstall this new app like five times to access any of my music, all because of one song I purchased that did not download correctly and then not have access to any my music for prolonged period of time was very angering.
As I said before I'm still trying to figure out how to unload my personal recordings (without permanently deleting anything) from this Amazon app that I was told to hit yes to. I am also curious to see how things will function and if I will still have access to my music once this limited time, free unlimited music, runs out.
Since my complaint I have been able to access my music I must redownload and redo everything all over again with this new app but at least I can access my stuff. I'm sorry to be a complainer but in this situation I feel I had to! Thank you to the people at BBB for your help and thank you to Amazon for fixing the issue (so far) that I may access my music. I will note I feel the old app was much more efficient and I will add that I prefer the old method because the music you purchased you could actually create ringtones with. I know that last comment has nothing to do with the situation but I feel I should mention it while the door is open. Thanks again to everybody!

Sincerely,

***************************************
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.
Briefly, I require a replacement for the Amazon Fire Stick 4K **** My ISP provided the basic Fire stick, however Inchose to buy the 4K **** After installing I started having numerous issue with reception. This included, when changing apps, the picture would freeze and or NO AUDIO. This issues continues. Every time I change apps, I have to restart the Fie Stick. My ISP stated that the issue, is not with their equipment.
Business Response
Date: 12/20/2022
Hello,

I am Naveen 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 email and completely understand your disappointment with the Amazon Fire Stick. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

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

Complaint: 18607031

I am rejecting this response because:
Fire TV Stick 4K *** streaming device, Wi-Fi 6, ****************** (includes TV controls)
Sold by: Amazon.com Services LLC
Serial Numbers:
G071R207210601R2
Order# 113-5355121-1663414

Sincerely,

*****************************
Business Response
Date: 01/07/2023
Hello,

I am Naveen 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.

Thank you for writing back with order details. Upon checking I see that replacement order # ***-5653461-7028257 has been created and it has been delivered on Thursday, December 29.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 01/17/2023

Complaint: 18607031

I am rejecting this response because: It appears that the sync issue was NOT resolved with the Fire stick replacement. I noticed the same error started a few days After replacement. I will return the older Fire stick shortly.

Sincerely,

*****************************
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 bought a MacBook Air 13'' from Amazon on Sep 19, which worths ***** dollars plus taxes. Then I found that I don't like the laptop and decided to return the laptop. I followed the guidance from Amazon and sent the package to *** on Oct 18th. The tracking record of *** showed that the package was delivered to the warehouse of Amazon on Oct 20th. However, I didn't receive my refund in a week. I contacted an associate of Amazon and he told me to wait for a month. After a month, I contacted them again and they told me to wait for two months. After two months, that is, after Dec 17th, I contacted an associate again. However, he told me that since the return happened two months ago, they cannot not do anything for me. It means that I returned the laptop but got no refund. I am angry with the attitude of Amazon towards customers. Keeping me waiting for two months and then telling me that they cannot do anything for me is totally teasing me. I feel like being humiliated. I complained about that yesterday. And this morning I got a warning email from Amazon of threatening me to close my account. That is ridiculous for Amazon to treat its costumer like that.
Business Response
Date: 01/22/2023
Hello Yuchen Fang,

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 apologize for the delay.

As per the update from the team, we are unable to locate the return that you've sent and we'll not be able to take any action on it from our end.

I would suggest you to contact your bank and check for the possible options.

If there was any option from our end, we would have surely helped you further.
Regards,

Arun
Amazon.com
Initial Complaint
Date:12/19/2022
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 ordered and iPhone XR from amazon warehouse and the device came locked and wasnt factory reset. As I was attempting to return the phone back to amazon m. Amazon closed my account abruptly. So now Im out of money and stuck with a faulty phone. The only thing I want is to return an item that is faulty, so I can get my my money back and amazon is not letting me do that by closing my account.
Business Response
Date: 12/20/2022
Hello,

I am Naveen 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 email and completely understand your disappointment with the return of order ID: ******************* and account being closed.

Upon checking I see that your Amazon account is restricted to digital purchases only due to multiple violations of our returns and refund policy. Please refer to the email send on Tuesday, December 20, 2022 at 5:03 AM (PST).

For the order ID: *******************, I see that return has been already created. Once the item is returned and checked at the warehouse refund will be issued.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 01/01/2023
I filed a complaint before, but it was closed and not resolved to my liking. As I still havent received my refund. I ordered a used iPhone from Amazon warehouse and the phone was unusable. I was able to finally return the phone before amazon closed my account. I still have the *** receipt label from the *** worker, who picked up the phone from my house, and the tracking says the phone was delivered back to amazon on the 21 of December 2022. Ive emailed amazon and they keep saying to check back and it hasnt been processed. I just want my 330 dollars.
Business Response
Date: 01/25/2023
Hello,

I am Naveen 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 email and completely understand your disappointment with the return of order ID: ******************* and account being closed.

Upon checking I see that your Amazon account is restricted to digital purchases only due to multiple violations of our returns and refund policy. Please refer to the email send on Tuesday, December 20, 2022 at 5:03 AM (PST).

For the order ID: *******************, I see that return has been already created. Once the item is returned and checked at the warehouse refund will be issued.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

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

Complaint: 18608814

I am rejecting this response because: I returned the item a month ago and still have not received my refund back from amazon.

Sincerely,

*****************************
Business Response
Date: 02/15/2023
Hello,

My name is ******** and I am a member of the Amazon
Account Services team.

I looked into order 112-5683538-1269052 and confirmed that we received your return on Jan 4, 2023. However, it will take a few more days for us to process the return from the date we receive your return. We will then request a refund.
Please wait, then write back so we can find out what happened.

Best
Regards,

Victoria,
Escalation Specialist
Amazon.com
*****************************
Customer Answer
Date: 02/16/2023

Complaint: 18608814

I am rejecting this response because:
Because until I receive my money I dont feel safe that you will refund me.
Sincerely,

*****************************
Business Response
Date: 03/07/2023
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.

We notified the customer of this decision by email on 07 March, 2023.

Sincerely,

********
Amazon.com
Customer Answer
Date: 03/08/2023

Better Business Bureau:

I have reviewed the response made and its fine by me. After going back and forth with amazon about my return to no avail, I did a dispute with my bank and was rightfully decided in my favor. So if Amazon wants to close my account thats fine. Amazon seems to have gone way downhill with customer support and will gladly take my money to other businesses to shop.

*****************************
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.
The order number for this complaint is 112-7561513-6174645 in the amount of ***** Several weeks ago I sent back five shirts from the "try before you buy" program. The items were divided into two shipments - one had three shirts and the other had two. I returned them through the Amazon return at Kohls. I received a "return in transit" status update for both shipments, but now I have been billed for two shirts in the amount of *****.
Business Response
Date: 12/20/2022
Hello,

I am Naveen 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 email and completely understand your disappointment with the return refund. Upon checking the order ID: *******************. It shows as item: ******* **** Unlisted Men's Dress Shirt Regular Fit Solid , Light Blue, 18"-18.5" Neck 34"-35" Sleeve and *********;Vando Mens Dress Shirts Regular Fit Long Sleeve Men Shirt,L19-Royal,XXL are not yet returned.

Hence you have been charged with $ *****. I request you to return the above 2 items so that $ ***** can be refunded.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

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

Complaint: 18608786

I am rejecting this response because:
- I returned the items utilizing the Kohls return kiosk weeks ago
- The items were marked as "return in transit" indicating that there was either an error on Kohls or Amazon's end.

Sincerely,

***********************
Initial Complaint
Date:12/19/2022
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.
It's been resolved, thank you.
Customer Answer
Date: 12/19/2022
Amazon sent me several emails stating that once they receive the item i will get my refund in 3-5 days, i have an email that amazon tells me this, and also on the website it says 7 days after they receive the item. no help from them they pretty much told me the refund will come when they feel like it.
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 a Prime membership as a gift. I do not need the gift Prime membership. I reached out to Amazon customer service (three times). I am supposed to be receiving a refund for the unused Amazon Prime membership. It has been two weeks and I have received no refund. Amazon customer service is useless. I have asked for escalation which support has ignored.Please check my Amazon records for details. I would like a refund for the Prime membership.
Business Response
Date: 12/20/2022
Hello,

I'm Prashanth 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 details and I'm sorry for the inconvenience caused to you with regards to gift prime.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Upon checking the details, we see gift prime subscription amount for $149.95 has been credited to your account as a gift card balance, you can use the same towards placing orders in your account.

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

https://www.amazon.com/gp/css/gc/balance/

We appreciate your time and patience in these regards.

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

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