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:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a mattress on Black Friday of 2022, Amazon sent me the wrong mattress being the wrong size, I ordered a queen and they sent me a full. Upon contacting Amazon and going back-and-forth with them they set up pick up days for *** to come and retrieve the mattress. I took three days off of work in a row to have *** come get this mattress. The first day they sent someone in a small car, in which the mattress would not fit, the second day, the same thing occurred and the third day they sent someone who was unable to lift the mattress. So I missed out on three days of work to get this mattress returned so I can be refunded my money. That did not work out and I do not have a truck to bring the mattress to ***. Amazon offered me a $28 refund off of a $300 purchase instead of having to return the item. I think that since it is their mistake, I should not have to continue to deal with the hassle of returning this item . This has gone on for a week now.
Business Response
Date: 12/15/2022
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking, the e-mail address you have provided to us doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

https://www.amazon.com/gp/help/customer/contact-us.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

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

*******************************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/14/2022
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 placed an online order with Amazon on December 12, 2022. My payment of $204.46 was debited from my bank account on December 13th, 2022. I then received a notification from Amazon asking me to update my payment method as they did not receive the payment. I have spoken with several people and they state on their end it shows that the transaction failed and have since tried multiple times to charge me again. Because of that I had turned transactions off on my debit card to ensure I would not be charged twice because it is a large order. I haven't received any resolution from Amazon, I keep getting told to just charge it again and I can receive a refund. However, I was already charged and provided a bank statement showing the transaction and Amazon refuses to ship out my order. I just want my order shipped out since I was in fact charged the full amount for the order I placed.
Business Response
Date: 12/15/2022
Hello,

I am ********* from Amazon.com.

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

I'm sorry for the inconvenience caused to you with your Amazon order #***-2424323-9525837. Upon checking I see that your order has been cancelled because we weren't able to charge your card.

In this case, I'd suggest contacting your bank to ask about this. Some banks have special procedures in place about electronic or Internet purchases.

If you still want the items, you're welcome to place a new order. If you'd like to update your credit card information before placing a new order, please visit our Help pages for instructions:

http://www.amazon.com/gp/help/customer/display.html?nodeId=******

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

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

*******************************
Amazon.com
http://www.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 11/30/22. Price of item came up to $45.99. Amazon claim it was delivered on 12/10/22. I had Amazon prime at the time, which guarantees a fast delivery. The package was not delivered to 350 blake *** My order # ***-39978264691428
Business Response
Date: 12/26/2022
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.

Were sorry to hear that you havent received your item(s) from your order #***-3997826-4691428.

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

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.

Thank you for your understanding.

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

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

*******************************
Amazon.com
*****************************
Customer Answer
Date: 12/27/2022

Complaint: 18575067

I am rejecting this response because: it was the fault of the delivery person at the wrong door

Sincerely,

*************************
Initial Complaint
Date:12/14/2022
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,My Amazon seller account has been deactivated. I have already appealed 2 times using button on Account Health Page in my seller account. However, I haven't received a response. When I have called to Account Health Team using button 'Call me now', its specialists have provided me with information that my appeals were rejected and my account will not be reinstated.So, I admit my guilt in violation of Amazon Intellectual Property Policy as well as intellectual property rights (design patent) of the rights owner. However, this violation did not occur intentionally. In attached Plan of Action I explained the reasons led to this violation, corrective and preventive steps.I kindly ask you to send this POA to Amazon.com for reviewing. I believe that Amazon give me one more chance to continue to sell on Amazon.Best Regards!
Business Response
Date: 12/15/2022
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 12/15/2022. Thanks, Amazon.com Seller Performance
Customer Answer
Date: 12/16/2022
Complaint: 18575040

I am rejecting this response because: I am not able to send additional information that Amazon requested because there is no button 'Submit Additional Information' in my seller account. Since there is no button, I have called to Amazon Account Health Team and asked him what I need to do in this situation. They instructed me to send additional information via your Bureau. That's why I asked you to forward attached document with additional information to Amazon.com.
Sincerely,

Tho Loc ****************** Thu
Business Response
Date: 01/08/2023
Hello,

We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 01/20/2023

Complaint: 18575040

I am rejecting this response because:In my seller account there is no an active button for submission additional information to Amazon Team for reviewing. That's why I kindly ask you to forward attached Plan of Action with updated, additional information to Amazon. I believe the issue will be fixed as soon as possible.

Sincerely,

Tho Loc ****************** Thu
Initial Complaint
Date:12/14/2022
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 kindly ask you to forward attached document [Plan of Action] to Amazon.com. I have been trying to reinstate my Amazon account for almost a month now. I got blocked for violating policies when adding listings. I had a program that was adding listings in large numbers without much checking. Since we didn't have the rights to sell some products, Amazon considered this a violation and blocked our account. What's more, for some reason they accused us of making changes to the listings and trying to circumvent the restrictions on selling certain brands. But this is simply not possible, since only the creator of the listings can make such changes. And we weren't the creator, we just added an existing product to our inventory. I admitted my mistake. I prepared a detailed action plan describing my new business model, but I keep getting rejections. What's more, I get them 5 minutes after I send them in. How is it even possible to study a 3 page appeal in detail in 5 minutes? I am asking you to help me unblock my account and get my business back.Sincerely,*******************************
Business Response
Date: 12/26/2022
Hello,
We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.
Thanks,
Amazon.com
Seller Performance
Customer Answer
Date: 12/28/2022

Complaint: 18574987

I am rejecting this response because: Amazon hasn't still provided me with the instruction/steps what I need to do in order to be fit for reinstatement at this time. Without this information, I will not be able to proceed with the appeal process.

Sincerely,

*******************************
Initial Complaint
Date:12/14/2022
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.
I ordered a small item from Amazon and paid for it with my credit card, expecting it to be delivered to my home. Instead, the item was delivered to a "locker" located nearly a mile from my home, where I'm supposed to pick it up.I am elderly and disabled and leaving my home is difficult, expensive and time-consuming, which is why I pay a rather steep annual fee to Amazon for their Amazon Prime membership so that orders will be delivered directly to my home.After a great deal of difficulty attempting to navigate their misleadingly named "Help" site, I was finally able to get a ****************** representative online. She was extremely difficult to understand due to a pronounced foreign accent, and could not - or would not - solve the problem. Out of frustration, I finally requested to talk to another agent. The second agent also had a thick accent and when I complained about it, he accused me of "racial profiling". I then demanded to speak to his supervisor and when he refused my request, I was forced to repeat that request over and over - at least two dozen times before he would comply.The "supervisor" (if that's what he really was) was equally incompetent and oblivious to how to solve the prolem and kept blaming "the system" instead of providing a solution. He kept repeatedly placing me on hold to "do research and finally just disconnected the call. I was on the phone for well over an hour being jerked around by obviously incompetent people who lacked either the authority or theexpertise to issue a simple refund. The problem was not solved.
Business Response
Date: 12/15/2022
Hello,

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

I've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to order#***-8133030-6240244.

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

To help you with it, I've issued a refund on the order as requested to your original payment mode for $ ****, it shall be credited within 3-5 business days. And I've issued a partial refund for $30.23 on prime subscription for the inconvenience caused.

I've forwarded the feedback to the leadership team so that they can provide necessary coaching. While we cannot undo the disappointment you had, please be assured that corrective actions will be taken to ensure these issues are avoided in future.

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/15/2022

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:12/14/2022
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.
Dear Amazon,I am writing to express my extreme disappointment with the recent closure of my business account and all of my employee accounts without any explanation or warning. I have been a loyal customer of ********************** for many years, and I have always been a strong advocate for your company and its products.To make matters worse, I had recently paid for a Business Prime subscription, which cost me $180 for the next ******************************* this subscription because I believed it would provide valuable benefits to my business. However, now that my account has been closed, I am unable to access these benefits and I would like a full refund.As a long-time customer, I find it unfair that my account would be closed without any explanation or warning. I have always followed your policies and guidelines, and I have never had any issues with my account in the past. I am especially disappointed because I had been planning to make a number of significant purchases through Amazon in the coming months.I understand that you may have your reasons for closing my account, but I would like the opportunity to discuss this matter further and to understand why this decision was made. I hope that we can come to a resolution that is fair and satisfactory for both parties.Sincerely,*************************
Business Response
Date: 01/13/2023
Hello,

I am ********* from Amazon.com.

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

I'm sorry to learn that your Business Account has been closed. Upon checking, we haven't found any charge of $180 on your account. In this case, we would request you to help us with the charge ID.

A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment. Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

For more information about identifying unknown charges on your statement, visit:

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

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

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

*******************************
Amazon.com
*****************************
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 bought 2 items from Amazon and am fully disabled I only have so much money. I am an Amazon prime member until December 19, 2022. I will not be renewing my membership nor ever order from this company again due to my exsperience. I bought two Christmas presents for my daughter one was a full length mirror the other is angel ********* The mirrow was ***** and the necklace was $11.99. I did not include tax. I have 1 dollar left I cannot buy something else or replace them. In multiple chats and about 15 calls I made to Amazon regarding items I did not receive which price and other details in current complaint are above and within this complaint. Last name got they told me to call after 19pm and if items still have not arrived they will refund me or replace the items or provide gift card for full amount if I choose. Today I told them items still have not arrived and for the first time in all the multiple calls and messaging they tell me their not responsible and wont replace items or refund me or heck even providing a gift card may have been ok at this point as long as I have better notifications. In my delivery details I told them place inside hallway door they did not follow these instructions. I said that because *** had friends missing packages too. Being on disability its a had hit especial in Xmas season to take a loss worth with tax around 65 bucks or so. It is not my fault these items were loss or stolen either being a prime member protects you from these things they refused out right to replace the two items refund me and or even provide me a gift card with same value. However my request was refund I paid with my disability gift card and why on earth would I want to order from them ever again. According to Amazon package was delivered Dec 12 late morning that I never got. I returned home same day at around 7pm. This isnt right Im requesting a full refund please help.
Business Response
Date: 12/15/2022
Hello,

I am ********* from Amazon.com.

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

I'm sorry for the inconvenience caused to you with your Amazon order. Upon checking, the e-mail address you have provided to us doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

https://www.amazon.com/gp/help/customer/contact-us.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

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

*******************************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/14/2022
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.
Date of transaction 12/7/2022. Delivery date 12/10/2022.This is a joint account with wife and husband. Prime account is ********************* with ************************* (maiden name *************) and ************************Ordered 4 Nicetown curtains. When received I realized at the color was too dark for our home. Returned all four of them on December 10th around 11 am at ****** in ****** *****. I will attach the return document. Only received a refund for three of four curtains despite four barcodes being scanned. The agent scanned one barcode twice instead of two separate barcodes. You'll see four separate orders returned. When I saw that I only got refunded for three of the items I reached out to Amazon customer service via chat and was advised that all four were received and I'll get refunded. Still did not get refunded for the last curtain. Please refund me for the final curtain that was already returned. Went back to ****** but was told to reach out to Amazon customer service to get a resolution as they have already returned the items on a truck
Business Response
Date: 12/16/2022
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 return refund by our internal team and got an update on the request as below:

Once the carrier has received your return package, it can take a while to arrive at our returns center. We ask that you wait 14 days from the carrier's first return scan on your package to allow for any delay in delivery or processing.

Some items may take up to 30 days. As soon as your return is processed, we'll 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: ********************************************************************************** you don't hear from our returns center by December 21, 2022, please write back so we can find out what happened.

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,

Naveen
Amazon.com
Customer Answer
Date: 12/16/2022

Complaint: 18574490

I am rejecting this response because: this item has already been returned and ****** stated that Amazon is the person who should be contacted. All four curtains were returned but only three refunds have been processed. Please refund for the final curtain which is 108 inches in length

Sincerely,

***** And *************************
Customer Answer
Date: 01/03/2023
Refund provided. Please close
Initial Complaint
Date:12/14/2022
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 bought an item on Amazon.com on 11/25/2022 and the item was returned. It has been confirmed by Amazon that the item was received as of 12/06/2022. It clearly states online that the refund will be processed when the item is received and it has been more than a week and still no refund. I called them today 12/14/2022 and escalated to a supervisor who told me that I had to wait for the item to be processed and that could take up to 30 days; and that I couldnt escalate further to someone who was higher than her. I want my refund issued with no delay as the item has been received.
Business Response
Date: 12/26/2022
Hello,

I am ********* from Amazon.com.

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

I'm sorry for the inconvenience caused to you with your Amazon order #***-9471084-1391436. Upon checking I see that a full refund of $52.25 has been issued to your original payment method on Sunday, December 18, 2022 at 4:50 AM (PST).

Refund confirmation email was sent to your email address on Sunday, December 18, 2022 at 7:52 AM (PST).

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

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

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 12/26/2022

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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