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

59,402 total complaints in the last 3 years.
21,595 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:12/16/2022
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.
Amazon charged me twice for the same order and ******** my account and says I have to wait for **** days or whenever the authorization returns. Its not the first time. And says nothing they can do and to call my bank. Its Amazons fault and no one elses
Business Response
Date: 12/17/2022
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 that you have shared about the charge and have looked into the issue in detail. You were not charged, but the pending charge you see was an authorization by the bank.

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. Orders from our Marketplace sellers may be charged at the time of purchase.

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.

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

Raman R.
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.
I ordered a item from Amazon on November 20 that never arrived but said it was delivered I called Amazon and was told the process I had to start to receive my refund I did everything they asked with whats call a A-Z claim and as of today I have yet to receive my refund which is ******. I have called everyday after the **** day wait to only keep getting the run around by agents. I have emails where I was told my refund is being processed then I get emails saying its still under review! Ive tried being patient but this issue is almost a month in and I still have not received my full refund with I was told I would receive
Business Response
Date: 12/17/2022
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 item delivery and refund. 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 [email protected] if we can be of further assistance.

Regards,

Naveen
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.
My *** based amazon.com prime account has been closed and all my digital assets (kindle books, prime movies, prime photo etc) has been deleted without my knowledge. I did not request this account closure.I received some emails from amazon ***** entity **************************************** on Dec 1 that my account has been closed as per request. Since I have not made this request and I have never used amazon.in, I reported the emails as spam and continue to use my amazon account as is. On Dec 10, I have been logged out of all amazon apps and devices. When trying to log back in it showed an incorrect password error. When I rest the password and logged in there were no information on my account. At this point, nowhere it was indicated that my account was closed or that I'm creating a new account. I have called customer service with no avail and was provided contradictory information by various agents and supervisor. Report submitted to unauthorized account activity only produced canned response that there is no unauthorized order on the account which is not the issue I submitted. I would like BBB's help to resolve this issue with amazon.com to restore my account, purchase history and digital asset.
Business Response
Date: 12/17/2022
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 account. To help you with this, I request you to write back with amazon account registered number and email ID which you are referring to for history to be restored, 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 [email protected] if we can be of further assistance.

Regards,

Naveen
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.
Returned an item. After waiting 10+days I contacted their customer service where I was told they received the item and I would receive my refund within **** days. After waiting and not receiving it, I called again where I was told it would be expedited and that an agent would call me back within an hour to confirm it was moving forward. I never received a call. After waiting 5 more days I called again where I was told once again that it would be expedited and I should receive it in 3-5 days. I was even sent an email to confirm. After waiting 3-5 more days I called again where I was told it was being expedited and that a representative would contact me by the end of the day to confirm. I never received a phone call. After being told multiple times I would receive it in 3-5 days and counting on that, I have received late fees and overdraft fees as I never received the refund like I was told I would. I still have not received my refund
Business Response
Date: 12/17/2022
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. However, I'm unable to determine the order you are referring to.

Please share the order number with us, so that we can review the issue and assist you further.

Rest assured, once we receive the complete information we will assist you as soon as possible.

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,

Harasankar.M
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.
I ordered two gift cards one Subway gift card came in. I got a text saying on Dec 5 saying my order was canceled when I called Amazon they said my account was locked due to fraud they said they would call back and unlock account they never called me back
Business Response
Date: 01/11/2023
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 11/1/2022.
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 purchased an ordered of dishwasher pods (pack of 2) order 112-9112746-2234600 along with a sink liner. the item came damaged, 1 bag of the pods were broken, the liquid spread everywhere inside the bag. at least half of it was broken. i have tried contacting amazon and they refuse to do anything about it, i try to explain the issue but they continue to mentioned the other item and how they are sorry its damaged. i have explained to them 4 times that its not the liner but the dishwasher pods and they continue with their script with "the liner". amazon is refusing to help me with anything and is doing a horrible job with their "great customer service"
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 got the details of the order ID: ******************* reviewed by our internal team and got an update on the request as below:

I'm sorry to hear your dishwasher packs arrived damaged. Since this item is classified as non-returnable, we require photo evidence of the item's condition before we issue a refund or create a replacement order.

If you're able to recover the item, we ask that you follow the below process for submitting photo evidence of the item's condition.

To be valid, the photo being taken has to include the shipping label on the package, the damaged item received, and the damaged area of the shipping box. The information can be visible in one photo, or sent as multiple photos.

Next, please reply to this e-mail and attach the photos in .jpg file format along with the order number 112-9112746-2234600. Your photos must be submitted before December 31, 2022 to be considered for review.

Once we receive your photo(s), we typically respond within 3 days. Please note the e-mail has to come from the email address belonging to the account that made this order. Once we've reviewed your photos, we determine the appropriate action that has to be taken on the order.

We look forward to seeing you again soon.Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

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

Complaint: 18597905

I am rejecting this response because: already returned it

Sincerely,

****************
Business Response
Date: 01/06/2023
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.

As informed before, I'm sorry to hear your dishwasher packs arrived damaged. Since this item is classified as non-returnable, we require photo evidence of the item's condition before we issue a refund or create a replacement order.

If you're able to recover the item, we ask that you follow the below process for submitting photo evidence of the item's condition.

To be valid, the photo being taken has to include the shipping label on the package, the damaged item received, and the damaged area of the shipping box. The information can be visible in one photo, or sent as multiple photos.

Next, please reply to this e-mail and attach the photos in .jpg file format along with the order number 112-9112746-2234600.

Once we receive your photo(s), we typically respond within 3 days. Please note the e-mail has to come from the email address belonging to the account that made this order. Once we've reviewed your photos, we determine the appropriate action that has to be taken on the order.

We look forward to seeing you again soon.Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:12/16/2022
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 order some boots from Amazon then return them on November 23rd I still didn't receive my refund for the item I called Amazon who redeem told me not to call *** hang up and I reached out to the *** store no one could track item
Business Response
Date: 12/17/2022
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 apologize that you haven't received a refund for the item you returned. Since this item wasn't scanned by the carrier, and more than 14 days have passed, we're unable to issue a refund or assist further.

You may contact the *** carrier on this. Without the item being received and processed at our returns center, the item can't be refunded. I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

Thank you for your understanding. 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:12/16/2022
Type:Billing 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 December 10th I had 9 unauthorized Kindle Unlimited charges on my Amazon account for ******. There were 5 charges of ****** posted to **** ending in ****; 3 charges of ****** to **** ending in **** and 1 charge of ****** to Amex ****. After these 9 charges Amazon emailed me alerting me of suspicious activity. I contacted Amazon via chat and was told the 9 transactions were cancelled and I would not be charged. However, they were still debited out of my accounts. I then contacted Amazon via email and chat multiple times requesting refunds to my accounts. They put in writing that they issued refunds totaling ******* to the original payment method. After waiting 5 business days as told the refunds were not received nor could the bank see them. I contacted Amazon today 12/16/22 and now they're stating per chat ********************* the refund amount of ******* was issued to a gift sender account and not my credit cards. Amazon is no longer assisting me on returning my money to my credit cards. They apparently have some kind of scam because they benefit from Kindle Unlimited and I am now out this money plus overdraft fees. I have several emails and screen shots proving I am owed this to my original credit cards. The one **** ending in **** has since been shut down due to this fraud issue and we have obtained a new check card.
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 had unauthorized Kindle Unlimited charges and the charges were refunded by our support team. But the **** card was closed and want to know how to get the refunds received on the charges made on this card.

I've checked and see that the refunds were processed on the five transactions of $152.43 to your **** card along with the refund to the Amex card successfully. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 5-10 business days.

As your **** card has been closed/ canceled and you have another 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.

If your bank has trouble locating the completed refund even after the 10 business days i.e., after December 23, 2022, 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

However, I'm positive that the refunds could be credited by the date mentioned above.

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
*****************************
Customer Answer
Date: 12/20/2022

Complaint: 18597793

I am rejecting this response because:
I still don't see the refund on the Amex for ******, please email me proof or I will continue to watch for it. Also, the bank said you can still issue the 5 credits of ****** to the card ending in **** even though it's closed or you can issue it to my new card that's also with My Bank First United **************** Exp. 12/24 ccv 228.Please advise how you will be issuing the last 5 refunds for ******. I will close this inquiry once all refunds are received. Thank you.
Sincerely,

*********************************
Customer Answer
Date: 01/06/2023
Hello, no refunds have been received. My bank and Amex have refunded me via the charge back process in which the bank could still reverse if Amazon says they've refunded me in which they have not. They had said refunds were sent to a gift sender account. I have no access to a gift sender account nor did they ever issue refunds to my credit card or bank card. Once the charge back process is complete, I will close this case. Thank you.
Business Response
Date: 01/18/2023
Hello ******,

I am ***********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I'm sorry that you still haven't received the refunds to your account. I've checked with our internal team on this issue and after further review, it does appear that the charges were a result of unauthorized account activity.

At this point, I request you to formally dispute the charges with your financial institution in order to receive refunds for the transactions in question.

If the bank tries to argue the disputes, you may provide the Suspicious Account Activity e-mails that we have sent for proof that the transactions were believed to be unauthorized.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:12/16/2022
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 a Prime member with Amazon for years. Now, after purchasing a new phone, and a new #, they can't find my account or it's under another person's email due to my # change.I don't want to create a new account as Amazon owes me approx $750+/- from a returned ******** Razor flip phone.They are saying my account is locked and create a new one. Not an option for me. Please help. I can't use my account even after customer service changed my number to my new one!
Business Response
Date: 12/17/2022
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 are unable to view the details of your account or the order details where you have returned a phone for a refund. I'm sorry for the inconvenience caused with this.

I've reviewed the account details and see that you have two active account registered under this email address. I've reviewed the return details of your Motorola Razr 5G phone and see that the item was successfully refunded on December 6, 2022 back to your payment method.

To help you login to the correct account, I've sent an Verify Email Link to your email address. I request you to please click the link sent in the email to verify the details and to login to the actual account.

Once verified, you will be able to see the refund details using the link provided here: https://www.amazon.com/gp/css/summary/edit.html?orderID=112-6351391-8894604

Further, I see that both the accounts have active monthly prime subscription. To avoid paying double charges, I request you to please contact us via phone / chat to speak to our customer service team and confirm to cancel the subscription on one of the two accounts. Also, to avoid any further confusion using two accounts, you may request the rarely used or unused account to be closed by contacting our support.

To contact us, visit https://www.amazon.com/gp/help/customer/contact-us and follow the prompts.

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
Customer Answer
Date: 12/20/2022

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:12/16/2022
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.
Amazon refuses to issue refund on returned item.
Business Response
Date: 12/17/2022
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. However I'm unable to understand the complete issue.

Please provide us the complete details of the issue along with the order number you are referring to.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

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,

Harasankar.M
Amazon.com
*****************************

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