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.
21,608 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:12/14/2022
Type:Customer Service 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.
HORRIBLE customer service!I called to find out if I can put my Prime account on hold, instead of cancelling, while I'm out of the country for a few months.After speaking to SIX agents - including a supervisor (*****) - and spending **** hours on the phone, I got no real response. The supervisor offered to cancel my account, when I specifically wanted to avoid that scenario!! Two people hung up, one sounded like he was napping on the job, and the third asked me about the dates I'll be out of the country - irrelevant! **************** shamefully ignorant and think nothing of hanging up on customers.
Business Response
Date: 12/17/2022
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 frustrating experience you had with the customer service.

Currently, Monthly and Annual Amazon Prime Memberships (paid, Free Trial, paid Trial) and most Student Prime Memberships (Paid, Free Trial, Paid Trial) can Pause their memberships. For Student Prime, the Membership cannot be Paused if graduation or the four-year time limit would occur during the Paused period.

To Pause your Amazon Prime Membership, please visit Prime Central (***************************************************************), click on "Manage Membership", and then follow the on-screen instructions.

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,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 01/02/2023

Complaint: 18576334

I am rejecting this response because it ISN'T possible to pause my membership, which is why I spent hours behind transferred back and forth with amazon reps. *** I'm getting the same response here it's ridiculous.
I've now cancelled my Prime.

Sincerely,

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

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had pausing the Prime membership.

I've checked and see that the Prime membership is already canceled.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 01/23/2023

Complaint: 18576334

I am rejecting this response because none of the *** did anyting to helo, so my only option was to cancel!

Sincerely,

***** March
Initial Complaint
Date:12/14/2022
Type:Customer Service 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 tried to contact Amazon several times in regards to having my public profile and information removed from their site. I have also emailed the data request contact three times to have my information removed but I have never heard back from that department. I will attach the *** for the page and profile that I am requesting they remove. I was under the impression that I closed this account and this information would be removed when I did. ******************************************************************************************************************
Business Response
Date: 02/02/2023
Hello,

I have removed your profile from Amazon. It will disappear from our website shortly. If you need to get back in touch with us about your profile for any reason, please contact us.
I hope this helps. We look forward to seeing you again soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:12/14/2022
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 made an order on Amazon and decided to cancel the order *****************. I called and was told multiple times that I could get a refund and that they could do an *** claim when the seller replied if the seller would not do a refund. I am requesting that the phone calls are listened to because now I am being told something else.
Business Response
Date: 12/15/2022
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 you have shared with the cancellation request of your Order ID: ******************* and have looked into the matter. We regret any misunderstanding on this issue.

The order has already been fully refunded by the seller on Thursday, December 15, 2022 to your original payment method, you should see the refund in the next 3-5 business days.

We appreciate your feedback and have forwarded it to the correct team internally.

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
http://www.amazon.com
Initial Complaint
Date:12/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon logistics is a terrible headache and Amazon refuses to correct their mistake. I ordered the same SSD twice, first one was supposedly delivered to my apartment but the receptionist never received it. **************** gave me back a refund after I filed out an incident report, and that was that. Then I moved back home for winter break and decided to order the exact same SSD, only for it to be delivered to a completely different address! Our door is black and in a dark corridor up a flight of stairs. The picture they attached for proof of delivery showed red doors in broad daylight. **************** told me yesterday to come back in 24 hours to receive a refund. I came back, and they had the audacity to tell me that I won't be getting a refund because I previously asked for one?? When it's not my fault that y'all misdelivered, twice??? I just want my ssd, for ******** sake. Now I'm out $83.07 as a broke college student. Thanks a lot. Taking my business to Best Buy.
Business Response
Date: 02/27/2023
Hello ******,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I see that our logistics team reached out to you regarding this issue. Please reply to the email sent by them with the subject : "A Message from **************** with Amazon Executive Customer Relations" so that they can help you further.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:12/14/2022
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 # ***-3529826-2425017 i purchased a Ring stick up camera battery. It was delivered and I decided to return it. I returned it back to Amazon and Amazon received it back on 12/8/2022 at 11PM to *********, **. I have yet to receive my refund. I have spoken with many agents/ supervisors about where my refund could be and they just laugh that I havent received it back yet. So now Amazon not only has the returned product but they also have my money, that is fraud. I suggest they refund my money ASAP if they want to avoid any legal action .
Business Response
Date: 12/17/2022
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.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our ************** by January 3, 2023, please write back so we can find out what happened.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 01/02/2023

Complaint: 18575801

I am rejecting this response because: you cant keep committing fraud and have the nerve to say if you contact us again we wont respond.

Sincerely,

************
Customer Answer
Date: 01/12/2023
No
Business Response
Date: 01/22/2023
Hello *****,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've checked and see that your item has already been refunded on December 19, 2022 in the amount of $74.43. I hope this issue is already resolved.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 01/26/2023

Complaint: 18575801

I am rejecting this response because:
Amazon still owes me my refund
Sincerely,

************
Customer Answer
Date: 02/02/2023
I have not received refund, your policy is supposed to investigate which Amazon refuses to do. Thats fraud
Initial Complaint
Date:12/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
$23.74 2 Cat's Pride Lightweight Multi-Cat Clumping Litter 10 Pounds Sold by: Amazon.com Services LLCUndeliverable ************ Sensitive Skin ************* 107 Loads Liquid Laundry Detergent, ***** Fl oz Price:$8.07 I ordered these two things and they were undeliverable because they were damaged in transit. This is not the only time that Amazon has messed up with my orders.They are getting later processing my orders and delivering it. I can not drive and this is why I order from them. I live in a Senior Bldg in *******, and their service is getting sloppy. Yankee Candle Sparkling Cinnamon Scented, Classic 22oz Large Jar Single Wick Candle, Over 110 Hours of Burn Time OJYUDD 3 Pack Brass Incense Holder,Lotus Sticks Incense Burner,Detachable Incense Ash Catcher for Home Fragrance Decor,Gifts,Yoga,Bedroom,SPA OJYUDD 3 Pack Brass Incense Holder,Lotus Sticks Incense Burner,Detachable Incense Ash Catcher for Home Fragrance Decor,Gifts,Yoga,Bedroom,SPA This order never came as it didn't arrive on time. It was guaranteed two day delivery. Clorox Scentiva Disinfecting Wet Mop Pad, Tuscan Lavender&Jasmine, 24 Count (Clorox Scentiva Disinfecting Wet Mop Pad, Tuscan Lavender&Jasmine, 24 Count (Pack of 2) (Package May ************ Snowman Jar Candle Twisted Peppermint Scent 8 oz Holiday Gift Set of 2 by Crossroads Frosted Snowman Jar Candle Twisted Peppermint Scent 8 oz Holiday Gift Set of 2 by Crossroads
Business Response
Date: 12/15/2022
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 you have shared with us regarding the damaged and returned orders, and can see the inconvenience caused in this matter. We sincerely regret the occurrences and while we expect the occasional problem with an order, we agree see your concern with the loss and inconvenience caused due to damaged/delayed deliveries.

We have passed on your feedback to our internal teams. They will look into the issue and take corrective action as required to address this issue.

We have fully refunded you on these orders and request you to place a new order, if you have not done so already. As a refund was already issued, we are unable to request redelivery or replacement of the items.

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
http://www.amazon.com
Initial Complaint
Date:12/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A $200 order with a package suppose to be delivered Monday. Its now Wednesday. Nobody at Amazon will help me. Contact the driver or delivery facility. Been hung up on by customer service. Refusal to ****** items. Refusal to refund or credit.
Business Response
Date: 12/16/2022
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 your order 114-0764846-6883416 has two shipments:

Shipment #1 : Wednesday, December 14 9:47 PM ********** ** Package delivered near the front door or porch.
Shipment #2 : Monday, December 12 7:48 PM ********** ** Package delivered near the front door or porch.

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:12/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 10, 2022 I ordered five items from Amazon online, three of which were glue. Amazon decided to ship four of the items together in one parcel and when they delivered it, the package was left downstairs in a common area of my six unit apartment building. I discovered that the package had delivered to the downstairs area through an email notification and when I went downstairs to retrieve it, the package had been opened and two of the three packages of glue seemed to have been taken out of the open hole of the package. The other two items were inside the package. I contacted Amazon and was told that there was nothing they could do to replace the item or to refund my money. My order came to $28.67 and the two packs of glue accounted for $5.02 which isn't a lot, but it was money I paid in expectation of receiving what I purchased. I would like a refund because I no longer wish to order from Amazon, so credit would do me no good. As I imparted, I ordered five items from Amazon on the same day, and the fifth of the items I ordered was sent in a separate package, which was sat on outside along the side of my building.
Business Response
Date: 01/03/2023
Hello *******,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Were sorry to hear that you havent received your item(s) from order #***-6890320-3351469.

Based on the results of our investigation, we aren't able to provide a replace or refund for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your item was delivered with the same package weight and dimensions mentioned on our website.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

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.
*****************************
Customer Answer
Date: 01/09/2023

Complaint: 18575548

I am rejecting this response because:
My response is that I need to confirm that my interpretation of the response that I received is accurate. My understanding is that I am being informed that there is nothing that can be done about the fact that my package was retrieved from outside my building with part of the contents missing and the reason for the refusal to compensate me, is because when the package was left outside my apartment building by the delivery person, the package weight matched the weight that it left Amazon's shipping department. It is further interpreted on my part that it is not Amazon's practice [or obligation] to take responsibility for what happens to a package once it is delivered, even if the said parcel is left outside in the weather as opposed to [at least] brought inside a building. If my interpretation is accurate, then it means that I paid my money for the items to be delivered to me and the package was left outside and by the time it reached my possession, part of my order was missing, and as a result I am out a portion of my money and will not be partially reimbursed for the reported loss despite that I did not receive what I paid for. Please let me know if my assessment of this situation is accurate.
Sincerely,

***********************************
Initial Complaint
Date:12/14/2022
Type:Customer Service 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.
In short, my name and address were stolen. Somebody is using my name and address as part of what is called a "brushing" scam. They are sending unsolicited packages to my home, four in total so far, and then giving their products positive reviews on Amazon. I contacted Amazon customer service and they told me to treat them as gifts, that they are free, and not to worry about it. ???? What? Somebody has stolen my name and address and has set up a fake account on Amazon in addition to whatever else they can do with my personal information and I don't need to worry about it?Considering how hard Amazon makes it to report such issues and their very clear disinterest in taking the matter seriously, I only felt it was right to report Chi......I mean Amazon.
Business Response
Date: 12/15/2022
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 am so sorry to hear of the information you have shared with us of your received unauthorized and unexpected packages at your address.

We see your concern and let me assure you that we take reports of this nature seriously. I have tried looking into the issue using the information you have shared, but was not able to locate orders or tracking numbers to help investigate this matter.

I would request you to share tracking numbers pertaining to these packages so we can report this to our internal teams to review. Once we have this information, we will promptly take action to review and take appropriate action.

I also share a link to some additional information from our help pages for your reference. I hope this helps.
https://www.amazon.com/b/?node=15435487011

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
http://www.amazon.com
Initial Complaint
Date:12/14/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon will not allow me to speak to an account specialist to either unlock my account or to cancel my membership. The email that they sent me from the account specialist only allows me to login to fix the account issue and they wont allow me to talk to anyone to fix the account issue or cancel my account. At this point, they are stealing my money without providing me services.
Business Response
Date: 12/21/2022
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 12/21/22.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.

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