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

59,392 total complaints in the last 3 years.
21,598 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:12/18/2022
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 do not know why they are charging as prime plan monthly $14.99.I found it before around last year. I thought I might made mistake to push something in website. I did cancel at that time.I bought them tow luggage cases this time. Then I made sure They charge right price or not. It has no issue. But I found they are charging prime plan from October.I was not sure if they charged me before October or not yet.I want to know why they changed me. What I did when I bought amazon goods.If possible, they should return all prim plan charges.
Business Response
Date: 12/20/2022
Hello *********************************,

I'm ***** from Amazon.com.

I've reviewed your BBB complaint and I'm sorry to learn you've been charged for Prime Subscription fee.

Unfortunately, I was unable to find your Amazon.com account registered with the email address that you provided on this complaint. Kindly provide us the correct email address of your Amazon.com account in which the prime subscription was charged.

We look forward to hearing from you soon.

Regards,

*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/18/2022
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 HAVE RETURNED MY ITEM BECAUSE IT WAS USED AND DAMAGED. AFTER A COUPLE OF WEEKS, THEY EMAILED ME TO RETURN THE ***** OR WE WOULD CHARGE MY CARD; WHAT KIND OF HARASSMENT IS THAT? AFTER I RETURN THE ***** YOU WANT TO CHARGE ME, DAM.ITEM NUMBER 111-5107570-6813014 INSTEAD OF APOLOGIZING FOR THE ***** SENT, THEY WANT TO CHARGE ME.
Business Response
Date: 12/22/2022
Hello,

I'm ***** from Amazon.com.

I have reviewed your BBB complaint and I'm sorry to learn you received a damaged item.

Upon checking your order, I found that a full refund of $51.99 was issued on December 7, 2022.

Regards,

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

Customer Answer
Date: 12/22/2022

Complaint: 18607909

I am rejecting this response because:

Sincerely,

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

i received an email that I will be charged back
Business Response
Date: 01/08/2023
Hello,

We've checked and found that total refunds on this order was $98.59.

A refund of $46.60 Was issued on November 28, 2022 and a refund of $51.99 was issued on December 7, 2022.

Customer Answer
Date: 01/17/2023

Complaint: 18607909

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:12/18/2022
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.
We had placed an Amazon order (Order# ***-1410147-9221049) and received some damaged items.The items damaged were:Tigrerra Funko Pop x4 Dragonoid Funko Pop x4 *********** Funko Pop x1 Runo Misaki Funko Pop x2 Super Saiyan 2 Vegeta Funko Pop x 1 Goku Ultra Instinct Funko Pop x 3 Shun Kazami Funko Pop x 1 ***************** Pop x 5 Dengar Black Series x1 Shore Trooper Black Series x1 The first associate told us not to worry and that they will replace everything, and to keep/discard the items in question. My wife donated them to Toys for Tots. Hours later she received an email stating that she needed to return the items after she had donated them. She reached out again to support and was told that they don't have the option to replace the items, but she will get a refund. Hours later, she again got a message that she needed to return the items, after already donating them.She reached out again and was told that the software will not allow a replacement or refund unless she returns the items that were damaged (they were already donated per amazon).Amazon customer service already admitted that they were at fault, but because their system won't allow it, there is nothing they can do. It is completely unfair for Amazon to tell us to discard the items (which we did) and indicate they will replace/refund the items that were damaged, only to tell us no they will not.
Business Response
Date: 12/22/2022
Hello,

I'm ***** from Amazon.com.

This issue was addressed and resolved by a member of our Amazon Leadership.

Kindly check the email that we sent on December 18, 2022, with subject "A Message from Amazon Leadersh.".

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/22/2022

Complaint: 18607672

I am rejecting this response because:
Yes, the issue was resolved AFTER THE ***** however I had to speak to multiple individuals for over 5 hours of my time to resolve an issue that AMAZON created. It is completely unfair that I was treated in such a manner, and that it has caused so much mental anguish and stress. Not once did anyone actually listen to my issue, and just repeated from their predetermined scripts of "Sorry my system wont allow it."

Sincerely,

*****************
Initial Complaint
Date:12/18/2022
Type:Sales and Advertising 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.
On 9 29 22 I ordered a fuel pump, it was promised in 3 to 5 days. It never came so I asked for a refund, because I had never shopped with Amazon and didn't like the treatment I had received. They canceled my account, told me to provide an email address which I had done long ago. Then they said they sent it *****, then immediately said I had to submit a claim forms, to be sent to my email that works with everyone else except Amazon. All of this nonsense has me feeling like they think I'm lying. I don't know what to do so I'm hoping you can help me
Business Response
Date: 12/21/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
http://www.amazon.com
Customer Answer
Date: 12/23/2022

The order # is 114-9024533-5993066. Transaction date 9 2022

Sincerely,

***************************************
Initial Complaint
Date:12/18/2022
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.
My name is ******************* Im not sure this is a right email address for complaint about the amazon customer service, also the leadership senior department My order # ***-6381747-0237801 This is what happen I order this mattress and came damage . Try to return ..the *** said they not pick up the open mattress .. pilot derlivery company said same thing.. they expect me to put back mattress in the box but how the h*** i can do that.. so the amazon employee told me throw mattress away and process refund for me.. today i call in 3 times ..got hang up 3 times.. all they said I DONT CARE FOR YOU TO GET REFUND YOU NEED TO RETURN BACK MATTRESS TO US .. without even listen to what i said.. so ***et and frustrated.. I call them earlier when im in front *** and the *** manager told them they not pick up open mattress and again they told me SORRY I DONT HAVE ANY OPTION FOR YOU AT THIS TIME I NEED TO HANG UP..is that how you guys handle problem ? Is none my fault .. i got mattress damage try return and nobody give a ****, i wont order anything from amazon again ...
Business Response
Date: 01/15/2023
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.

After reviewing your complaint and the images shared, we have escalated it to appropriate team for review.

Upon reviewing, our team is unable to confirm the damage of item as per images shared.

Based on the investigation, we will not be able to take any further actions on this Order. The same information has been shared to your E-Mail on Tuesday, January 3, 2023 at 1:37 AM (PST)

Request your patience and understanding in this.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
Amazon.com
***********************************
Initial Complaint
Date:12/18/2022
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 by accident a online roblox gift card. I called to see if I could get a refund back. But the Amazon agent was super rude did not help me at all he said that the card was non-refundable. I told him it was an accident and I had just ordered it maybe at most 5mins had past and he still didn't want to give me my refund back. Horrible customer service also I've been waiting for more than a week for Amazon to pick up a package for some signs that I ordered and that were bent but no one has picked them up. I saw in my front door camera that the driver just left the label for the package outside my house since then I haven't heard anything back. They said someone was going to call me to pick up the package no one has. I want my refund back for my roblox gift card and my refund back for the signs.
Business Response
Date: 12/25/2022
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.

We can completely understand as it's an accidental purchaser. Although we cannot cancel Branded Gift card Orders but we can make a one time exception.

I've added a $25.00 Gift Card to your Amazon account as a goodwill gesture.

You'll be able to view your gift card balance in Your Account here:
https://www.amazon.com/gp/css/gc/balance/

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for one click orders.

To learn more about using your gift card, visit our Help pages:
http://www.amazon.com/help/gc
We appreciate your business and hope to have the opportunity to serve you again in the future.
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:12/18/2022
Type:Customer Service 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.
My Amazon account was hijacked by another user and the hacker charged $1000 worth of products to my account. I called customer service 10 times since 12/12/2022 (it is now 12/18/2022) and I have received ZERO help. I have been told an account specialist would contact me to get my account back within ***** hours and no one has called to help me 5.5 days later. Amazon even helped the hacker take control of my account, I have the email from Amazon stating so. Since when does Amazon help to victimize an honest person and protect the hacker? This is a disgrace. I have all of the Amazon customer service phone calls recorded. I also reached out to Amazon on Face Book and got the same run around answers that I will be best served calling customer service and speaking to an account specialist but customer service NEVER allows me to speak to an account specialist.
Business Response
Date: 12/28/2022
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 12/28/2022.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
***
Amazon.com
Customer Answer
Date: 12/28/2022

Better Business Bureau:

I have reviewed the response made by Amazon in reference to complaint ID ********, and find Amazon's resolution is marginally acceptable. There is no reason for the victim of an account breach to have to go to these lengths to get help. Amazon needs to review and revise their process. It has taken 2.5 weeks and for me to reach out to an outside agency, the BBB, before being allowed to communicate with an Account Specialist at Amazon to get my account back. There should be a way the rightful account holder can contact the right department directly.

Sincerely,

*******************
Initial Complaint
Date:12/18/2022
Type:Delivery 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.
Once again, Amazon.com is allowing their negligent drivers to misdeliver my packages with no repercussions. It has been noted on my Amazon.com account to ONLY DELIVER PACKAGES TO MY DOOR AND NOWHERE ELSE, but many Amazon drivers ignore my notes, and intentionally misdeliver my packages to avoid having to come to my apartment. I have also received packages addressed to other residents that Amazon drivers lazily misdelivered to me. I am requesting an immediate refund for the shipment of items they failed to deliver to me: "1 x ******************** *********************** for ************************************* Drawing - Available in 2.5 Inches, 4 Inches & 9 Inches (20, 4"" from order #***-6922920-0802637 "NIIMBOT D11 Label Tape (630 Pieces) Adapted Label ******************* Labeling Tape Replacement (White,0.59 x **** Inch)" from order #***-9599493-9605823.
Business Response
Date: 12/26/2022
Hello Shaurica,

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.

An incident was reported by you on Sunday, December 18, 2022 involving a driver who did not follow the delivery instructions for the order 112-6922920-0802637 and 112-9599493-9605823 with the tracking id *************** and TBA304408287865.

To begin with, I would like to thank you for taking time out and speaking with our team and at the same time apologize for the inconvenience you had to go through.
Furthermore, to this taken care off we have updated your delivery instructions as "ONLY DELIVER PACKAGES TO MY DOOR AND NOWHERE ELSE".

Also, I have issued the refund for the order 112-9599493-9605823, the amount for which will be credited to your account within the next 3-5 working days.

To update your delivery instructions in the future

Visit Your Addresses on Your Account (https://www.amazon.com/gp/css/account/address/view.html).
Click "Add delivery instructions."
Provide details such as access codes, landmarks or a safe place packages can be delivered.
Click "Save instructions."
To manage your push notifications to be updated on upcoming deliveries:

Open the Amazon App.
Tap the main menu (icon with three bars).
Tap "Settings"
Tap "Notifications."
You'll be able to toggle whether you'd like to receive each type of available notification.

Shaurica, I appreciate you taking the time to reach out to us to let us know about your experience.

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
Customer Answer
Date: 12/27/2022

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.

Sincerely,

*********************************
Initial Complaint
Date:12/18/2022
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.
On 12/11/22 (although this has happened on multiple occasions) we placed an order for items and we were billed for these items. Now we are getting all these other charges for stuff thats already been paid for and even had one item get cancelled when they tried to charge us for the item again. When we called customer service about it we were told that the odd charges were authorization charges, AFTER THE ***** WERE ALREADY PAID FOR. and because of all the "authorization charges" it emptied our account and the item got canceled, again, after already being paid for. The most the agent could tell us to do was to wait 5-7 days and try to reorder it. We shouldn't have to reorder and repay for an item that was already paid for. The agent refused to let us speak to anybody else or a supervisor, completely ignoring our requests and even went silent for over 3 minutes (I timed it) after asking and then continue talking like it was never mentioned. I went back through our transactions and our order history just to doublecheck and we ordered $116 worth of items but when you check the transaction history for the card on amazon we were billed for a total of $133.55. There is also the problem with being billed for the past 2 months for a music subscription by them that we never subscribed to. This is horrible customer service, and an even worse way to run a business.
Business Response
Date: 01/01/2023
Hello Aleia,

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've reviewed your complaint and understand that you had multiple charges on your Order No: 113-7510332-8479401

I've checked all the transactions and can confirm that any additional charge that you see from your Order has been reverted back. Immediately after you place an order, we request your bank to authorize the full purchase amount of your order. At that time your bank may place these funds on reserve until the transaction processes.

We collect this amount when your order ships. And we have charged you as per shipment as soon as they shipped and cancelled any additional charge.
Rest be assured, this authorization will be removed by your bank within 5 business days. Im sorry for any inconvenience this may cause.

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:12/18/2022
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.
On Sunday December 18, I have tried to log in but I got a message of security stating "For your security, please approve notification sent to ***-***-**64 (My mobile number) But NONE was sent. Also the person I spoke to (#1) put me on hold for 5 minutes then DISCONNECTED! The same happened when I re-called and spoke to #2 but I STILL didn't get a ******** answer as to the issue even though they say there was no issue and all info (Address, ************* number) was current! Thios is NOT what customer service is as I had to deal with the same issue 3 TIMES (Sunday) IN A ROW! with NO resolution made!
Business Response
Date: 12/19/2022
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.

Apologies for the inconvenience caused with account and security questions.

Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

Usually the issue gets resolved when you activate Two-Step verification on an account.
https://www.amazon.com/gp/help/customer/display.html?ref_=**************&nodeId=G3PWZPU52FKN7PW4

Request you to please share us below information, so we could arrange a call from an account specialist to review it further.

Preferred Contact Number
Best time to call
Preferred Contact Language

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
Customer Answer
Date: 12/24/2022

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.

Sincerely,

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

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