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

59,354 total complaints in the last 3 years.
21,616 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:12/17/2022
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 November 2022 I ordered a ** stand through Amazon for ****** I only received part of the ** stand so I got a refund and reordered it on December 1st in the amount of ****** it said my package was coming fed ex when it didn't arrive and I received only the fireplace insert I contacted fed ex they have no record of the package the tracking number amazon gave me was the tracking number to my November order not my December shipment amazon tracking all the way to their yorktown delivery warehouse but when it came up to delivery the quit tracking it and posted it was running late and hasn't posted anything else this is the 2nd time amazon has refused to deliver my tv stand I just my tv stand I don't think it's unfair to ask for it
Business Response
Date: 12/20/2022
Hello ******,

I am Aqeeb 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 your Order delay.

Upon reviewing, I see this is a seller Order and Fulfilled by Seller to ship it. I've checked the tracking ID shared by seller and couldn't locate the Order.
Be rest assured, we are there to ************* a claim on your behalf and process a refund. Please confirm to proceed with A to Z claim or would you still allow time to this seller to ship the Order.

For more information on A to Z claim please review this link
https://www.amazon.com/gp/help/customer/display.html?ref_=**************&nodeId=GSZAYH7K2C2NVNC9

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.

Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/17/2022
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.
This happened back in July which I also had to complain here, that was resolved and my account was reopened. Again Amazon has wrongly messed with my account a week before Christmas. Claiming my bank isnt mine which I have proved in the past is! I am unable to access my autistic sons kindle for him along with 3 echo devices that control many lights and items in my house! My Amazon account is extremely important to me and my family! I need this resolved ASAP. I have an email showing the hold was removed but when I try to sign in I get nowhere and when I call nobody can give me an answer! I shouldnt have to make 2 complaints about this same issue with in a 6 month span! Im being pushed to move over to ****** devices because my autistic son uses the kindle a lot to help with his speech!
Business Response
Date: 12/24/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 12/16/2022 confirming account reinstatement.
Sincerely,
***
Amazon.com
Initial Complaint
Date:12/17/2022
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 an Dyson Airwrap via Amazon. However, the vender was fraudlant and the product never arrived. I bought the product using my Amazon CC. I paid the CC off in full. The credit card balance contained the Dyson product, which I never received. HOWEVER, I was never refunded for the Dyson. I've called Amazon several times over the past few months. They keep telling me that they will send me a check, but it has not arrived. The first time they said they sent my refund check was in August! Every time I call them, they say they will send a check. However a check never arrives.
Business Response
Date: 12/18/2022
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 about your refund on the Order ID *******************, this was issued to your Store Card on Friday, August 26, 2022 for $585.47. The refund processed successfully, and was not refused by the bank.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another. You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

If you don't see the refund posted to your account, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.

Since the Amazon Store Card is issued by *************** their *************************** is in the best position to help you on questions pertaining to refunds.

Please contact Synchrony Bank's Amazon Store ********************* at ************** or via chat at *****************************************; click on the Chat for Help logo on the top right corner (24 hours a day, 7 days a week).

If you don't have your card number, just say "I don't have it" or something similar to reach an agent.

If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can email them directly at [email protected]. Please include:
- the order number if available
- the last 2 digits of the payment method
- the amount of the refund
- the date of the transaction
- any other information you find pertinent

If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.

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:12/17/2022
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 November 30, 2022 I placed an order with Anazon for the purchase of a one piece jump suit for $35.98 and a women's denim jacket for $35.99. On December 1st and 6th, 2022 I made a request for a refund and on December 13, the items were returned which were a total of 3 items. *** received all 3 items and Amazon noted that 3 items were also returned. I received a refund for one item which was an Aldo crossbody bag. On the next day of December *************************************** which a representative stated she would report the claim to the return center and would receive a email response within 48 hours. Within the email response, it states that the returns center has yet to receive the items in which all 3 items were already confirmed to have been received. From this day of the email response, I have made 2 other attempts to receive my refund. The second customer representative that I talked to stated to call *** and have this cleared up, in which i also did and *** stated that this was the mistake and concern on Amazon. On December 16, 2022, the third customer service representative stated that I would have to wait until January 13, 2023 to see if Amazon receives the returned items. On my order # it states that the items were received. My problem is that I've had 3 different representatives give me the run around with totally different answers that I refuse to accept. I've had issues in the past with Amazon and fraudulent charges on top of other complaints. So far, the business has provided me with nothing that I have requested. The nature of my dispute is to receive a full refund for the one piece jumpsuit and denim jacket that was positively received by *** and in which I also have the confirmed tracking #. I also would like Amazon customer service to stop spreading false information about orders and order returns.
Business Response
Date: 12/18/2022
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 your concern regarding the refund on the return of your Order ID: ******************* and have looked into the matter in detail. We have processed the return and the refunds have already been ssued.

You would be able to see the refund details on your order page on the account. The refund should show on your card within 3-5 business days.

It can take upto 30 days from when the package is received by the carrier for it to reach us and be processed. We appreciate your patience.

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:12/17/2022
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.
To Whom it May ********* purchased 6 dining chairs from Amazon in June 2022. I also returned all 6 chairs at the same time to their pickup service June 24, 2022. To date I have corresponded with Amazon about the chairs various times during the months of June and July. But they claim I never returned the chairs or responded in a timely manner. My email correspondence verifies I reached out and spoke to Amazon staff multiple times by phone and email. Yet they claim I didnt respond in the timeframe allowed. Over the last few months they refuse to research or respond with a resolution. Instead they claim I failed to respond within the timeframe allowed. Therefore they refuse to reimburse me for the full order.Yet I returned all 6 chairs and they refused to reach out to their team to verify they have possession of the 6 chairs. Yet they auto send me follow up emails that I failed to respond within the time frame allowed. Im just looking for Amazon to reimburse me $398.43.Please assist. Order #***-4303109-0309830 was returned and picked up by Amazon 6/24/2022.Please let me know if you need anything else.Thank you,*************
Business Response
Date: 02/13/2023
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 am sorry for the inconvenience caused to you with Order ID: *******************. I have checked on the issue with our team and see that they have requested you to provide incident report. I see that we have not received the incident report in time.

As the incident report has not been provided in time, the system won't be able to process refund/replace the item.

I hope this information helps.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:12/17/2022
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.
Dear BBB,I desperately need your help!Unfortunately, my Amazon account was hacked. I can't log in to my account. I wrote to Account Specialist to appeal to restore my account, I received recovery emails many times, but I still can't log in to my account.When I got the recovery email, I am very happy to follow the instructions in the email to log in to my account every time, but every time I couldn't log in to my account. I've been scammed over and over again. I'm so disappointed, I feel like Amazon is playing with my feelings. I don't understand why, Amazon keeps emailing me that my account is restored, but doesn't make any changes to my account.Attachment is the screenshot of recovery emails I received from Amazon. Please check!I trust Amazon a lot, I know Amazon is building Earth's Most ************************* But now I am very helpless and frustrated, I did nothing wrong but Amazon locked my account for long time. This has caused me a serious financial loss. My account was hacked and I am the victim. This account is very important to me, I hope Amazon can reinstate my account as soon as possible!My account email address: ********************** Look forward to your early reply!***********
Business Response
Date: 12/27/2022
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: 01/02/2023

Complaint: 18602788

I am rejecting this response because:I did nothing wrong. My account was hacked, I am a victim.

I'm so disappointed, I feel like Amazon is playing with my feelings. I don't understand why, Amazon keeps emailing me that my account is restored, but doesn't make any changes to my account.

This account is very important to me and I have to restore this account. Because I am an Amazon third-party seller, the products in my store are still selling normally. I have a lot of goods in the Amazon FBA warehouse, and my customers are still waiting for me to provide them with quality services.

I trust Amazon a lot, I know Amazon is building Earth's Most ************************* But now I am very helpless and frustrated, I did nothing wrong but Amazon locked my account for long time. This has caused me a serious financial loss.

Please review my attachments carefully and restore my account! Thank you!

Sincerely,

***********************
Initial Complaint
Date:12/17/2022
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.
when I called them to inform them I never received the item On the same day while I was tracking The item while I was next to be dropped off the order disappeared and when I call them in instead of helping me out or looking for the order what they did was block off my account and accuse me of fraudulent actions and my order was marked delivered they refuse to help me and im still paying for the item on my credit card
Business Response
Date: 02/15/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 15 Jun 2022.

Sincerely,

Amazon.com
Customer Answer
Date: 02/15/2023

Complaint: 18602701

I am rejecting this response because:
This response Is unnaceptable
Sincerely, When I made this purchase I paid up front I informed you guys that my order had not come in and what did you guys do you didn't even try to resolve the issue you blocked my account and I never got a refund they claimed that I wasn't charged for it I paid with a credit card and I'm still paying it So how does me not receiving my package that I paid for violate their terms and conditions when I asked them about it they blocked my account it doesn't make any sense it was a purchase of almost $300 I still have proof on my credit card that I'm still paying their response was you're violating our terms and conditions so we're going to block your account no looking into what happened to your package why it wasn't delivered or you can't get a refund I would like my case reopened and this looked into because this is not right

***************************
Business Response
Date: 02/23/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 23 February, 2023 confirming account reinstatement. We have granted the customers request for a refund on orders 113-05055313-8944251 and 112-1956574-1714643.

Sincerely,

Matt
Amazon.com
Customer Answer
Date: 03/17/2023

Complaint: 18602701

I am rejecting this response because:

I would like to let you guys know that shortly after they sent ** that message that they had reinstated my account and had authorized my reimbursement They open the account just to have it close down again so I'm back at step one and I'd never received a reimbursement or anything along those lines I don't know what else I would have to do to resolve this

Business Response
Date: 04/01/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1-Apr-2023 confirming account reinstatement.

Sincerely,

Amazon.com
Initial Complaint
Date:12/16/2022
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.
Emails have been edited On 12/15/22 at 4:39 PM, I received the following email from Amazon:..We have temporarily placed your Amazon account on hold and canceled any pending orders or subscriptions because we detected unusual activity on it. To restore access to your account, sign in and follow on-screen instructions. Once you have provided the required information, we will review it and respond within 24 hours.On the same day following that email on 12/15/22, I logged into my amazon account and followed the instructions by providing my billing details and a billing statement. I then received the following email on 12/15/22 at 4:41 PM: Thank you for your response. We have reviewed the information you provided but we were unable to verify your payment based on your response. ****** sign in to your Amazon account again and follow on-screen instructions to verify your payment.When uploading a supporting document, ensure that your name, address, payment type, and other relevant information are clearly visible. For your security, only display the final 4 digits of your payment method number...On the same day following that email, I logged into my amazon account and followed the instructions. On 12/16/22 9:08 AM, I received the following email: ...We detected unusual activity on your account and temporarily suspended your orders and your Amazon account as a precaution. To unlock your account, we will need to verify your identity. ****** reply to this email and attach a recent utility bill...On that same day, 12/16/22 I replied to the email with the following response: Dear Account Specialist,I have enclosed a copy of my most recent utility bill... ****** let me know if there is anything else I need to verify my identity.I then received the following email: ...After a review of your details, we have determined it is necessary to close your Amazon.com account. Any pending orders have been canceled. We may not reply to further emails about this issue....
Business Response
Date: 01/01/2023
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
Initial Complaint
Date:12/16/2022
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 placed an ordered on September 14, 2022 Order# ***-0116712-3892269 for *****. The merchant told me they cant issues refund due to my items been broken when it was delivered and the light is unusable. They told me to contact Amazon to get refund because I paid gift card through Amazon.. I went on chat and was told by rep that they refuse to issue refund due to merchant mishap.. all I want ***** refund..
Business Response
Date: 12/18/2022
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 trouble you had with the order.

I've checked and see that the order was placed on Wednesday, September 14, 2022. The return time expired on October 16, 2022.

Having said that, I see that you have already requested for a return label on September 16, 2022 which you could've used to return the item for a refund. Unfortunately its too late to take any action on the order. You may want to reach out to the manufacturer so that they can help you troubleshoot this issue.

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:12/16/2022
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.
Ordered two desks for my new apartment, I work remote part of the week. Both desks arrive missing parts (which are for an accessory and don't affect the usability of the desk). I call Amazon and a representative helps me contact the seller to get a replacement part. About 10 minutes later, I'm assembling the second desk and notice that there's a giant crack going through the center of it. I call back Amazon and explain the situation. The first representative is polite and asks me to wait on hold while he reviews options, about 5 minutes later, I'm transferred to a supervisor who proceeds to berate me and explain they won't contact the seller and the only option is to take apart the desk, return it and wait weeks for a refund and to reorder. They explain that there is no replacement and that I need to figure out how to rebox the item in the damaged box it arrived in. I explained that I work remotely and this would be detrimental. Their response was that it doesn't matter and I need to wait weeks if that's the case.
Business Response
Date: 12/28/2022
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 trouble you had with the order.

I'm sorry for any disappointment. I would like to confirm that the information received from the customer service department is correct.

I see that the item was sold by the seller. However, the inventory of the seller is shipped by Amazon. In this case, seller cannot ship you the missing parts. You will need to return the items as per Amazon policies.

To be eligible for a refund, we ask that you return the Desks you ordered within 30 days of the date you received it. You can mail your package back using the return label provided in our ********************* (*************************************).

I see that the manufacturer for the desk is ODK Store. You can contact them for the spare parts. If the item is damaged and cannot be used, please feel free to return it by using any box available.

Unfortunately, without returning the item, we are unable to issue refund in this case.

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.
*****************************

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