Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,741 total complaints in the last 3 years.
21,454 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:11/10/2022
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 am a prime member for many years and recently Returned my Epson projector within 30 day time period . I received a email after item was delivered to return warehouse saying that the Epson projector I returned was thrown in the garbage because I sent them junk. I thought my account was hacked originally because of how rude and unprofessional the email I received was. The email was from a legit Amazon employee though. Which made me more angry . The level of respect I was treated with is quite troubling . Im getting taken advantage of and Im very frustrated and angry Below is my order number and proof of return from **** Order date Oct 3, 2022 Order #***-2079832-1884216 Order total $641.99 (1 item)UPS tracking # 1Z4718EE9018673508
Business Response
Date: 11/30/2022
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.

We have reviewed the concern you have shared on the complaint and the return that came in. We will not be able to issue a refund on the order ***-2079832-1884216 at this time.

We have written to you on Thursday, November 10, 2022 at 4:10 AM (PST) that we have received junk instead of the original item, Epson Home Cinema 880 3-chip 3LCD ****p Projector, **** lumens Color and White *********** Streaming and Home Theater, Built-in Speaker, Auto Picture , in your return of order #***-2079832-1884216.

We will not be able to offer any refund considering the correct item was not received.

I realize you're upset 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 these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/10/2022
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.
As a small business owner I applied for Amazon business account and was denied immediately without reason. I submitted EIN document with application. When I questioned why I was being denied I was NOT given any specific reason. I was told I was in violation but not given specific violation. Then I was informed account was deactivated when it never had been activated. They are falsely advertising business accounts and are preventing a small business an account for unknown reasons. Amazon has yet to give me a reason as to why business account is being denied. My business is an event center holding weddings and other small events. When I opened my business a few years ago I applied for Amazon business account and was denied then and did not follow up, this time I am following up. I have appealed the decision and have been told no additional correspondence will be made.
Business Response
Date: 11/16/2022
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've reviewed your complaint and checked with the concerned department in this matter.

Unfortunately, they were unable to find any communication regarding setting up business account from this email address.

In case if you've tried to set up a business account from a different email address then we request you to write to us from that email address using the exact same subject line.

Rest assured, once we get the complete information we will address the issue a 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
http://www.amazon.com
Customer Answer
Date: 11/17/2022

Complaint: 18384504

I am rejecting this response because:All of my communication has been from my business account so this is completely untrue that they cannot find my business email. I have sent all correspondences that have been from my business email account to respond to their false claim.
Sincerely,

********* *********************
Customer Answer
Date: 11/22/2022
************************** is business emailed used.
Business Response
Date: 12/10/2022
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'm working with the concerned department on this issue currently and they've requested you to confirm the Business Name which you were trying to register.

Please provide us the requested information so that we can review and assist you further.

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
http://www.amazon.com
Initial Complaint
Date:11/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have placed 3 orders with Amazon and there was issue with the items so I send it back for the refund. The *** tracking clearly shows that the item was delivered back but now after almost 2 months Amazon is charging back saying that we don't have the item with us. This is so unprofessional and is ridiculous that I am sharing the tracking proof with them and still they are refusing to give the money back and charged me back for an item which I had already returned. Order # ***-5576937-3667456 Order # ***-0338576-5275423 Order # ***-1932633-0452203
Business Response
Date: 12/13/2022
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.

A careful review of your account reflects that the correct information has already been provided.

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund after December 17 2022, we recommend that you reach out to the carrier that you used to return the item to Amazon.

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

Regards,

***********************
Amazon.com
***********************************
Customer Answer
Date: 12/21/2022

Complaint: 18384666

I am rejecting this response because: Till now I haven't received my refund.

Sincerely,

*************************
Business Response
Date: 01/11/2023
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.

A careful review of your account reflects that the correct information has already been provided.

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund after December 17 2022, we recommend that you reach out to the carrier that you used to return the item to Amazon.

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

Regards,

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

Complaint: 18384666

I am rejecting this response because I didn't received any refund. I contacted the carrier and they are not taking responsibility for these packages as it was generated directly from the Amazon and they are saying that Amazon can start the claim if they haven't received the package. Amazon here is completely failed by not providing a refund and only giving excuses.

Sincerely,

*************************
Initial Complaint
Date:11/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered the bark box dog bed under my account associated with ************************ It was poor quality and not what amazon described on the website and wanted to return. The matress was xl size and came shrink wrapped and was no way it would fit in the box but Mayee from customer service said all I needed to do was wrap it in plastic and take it to *** for the *** drop off to initiate the amazon return and that it would be free and *** would handle it from there. I was charged $19.30 and used my husbands debit card because they said they needed it packed when I was assured by Mayee multiple times that it would be free and they would handle it. I reached to after to another customer service associate through ******************** and said it would be refunded and I emailed the receipt for the charges and was assured someone would reach out to process the refund, i still have the email showing as sent and that she got it. On Nov. 9th, I checked back in and was told a refund couldnt be processed until the item was. So today It was finally refunded and reached out to Amazon and talked to ******* and was informed I either choose gift card or to a card that was in my account that wasnt even a debit card or what was used at ***. I would either like double the amount of amazon gift card or a refund to my actual debit card.
Business Response
Date: 11/11/2022
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 email and completely understand your disappointment with regards to return shipping cost for Barkbox foam bed.

We do our best to ensure that all of our customers orders go as smoothly as possible. I apologize this wasn't the case this time.

Upon checking the communication details we see return shipping cost was paid by the card, which was not added in your Amazon account and I do see a refund for $19 was issued as special case on different order in the form of gift card.

You can view the gift card balance using the below link:
https://www.amazon.com/gp/css/gc/balance/

I really wish we had an option to issue the refund on the original payment card, however due to the card unavailability in the account we are unable to process the same.

Nonetheless, I've shared your experience as a feedback with the appropriate team for their consideration, so that we can work on improving our system for more flexible options.

I've issued a $5 promo credit from my end as a goodwill gesture. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.

I realize you're upset we've been unable to address your concerns to your satisfaction, but I hope you'll consider this an isolated incident and give us another chance in the 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: 11/11/2022

Complaint: 18384384

I am rejecting this response because:I asked several times why I couldnt link a card that was used at *** and was given a run around that it couldnt be done but now it cannot be done because a card isnt linked? It is not making any sense. I can easily add a card to amazon. Refunding $19 for shipping in gift card form isn an inconvenience when I wasnt expected to pay $19 to begin with especially in todays economy and then to offer a $5 credit to my account for convenience? Thats absurd, not even $25 dollars. The $19 was not an amazon gift card used to ship the dog bed back. How can one associate say it cant be done while another I had provided proof of the email of me sending receipts say she will have someone get back to me and confirm the card to refund? Sounds like nobody knows the real answer.Amazon is known for free returns especially with prime, I should have been able to be refunded without gift card form since it came out of my own money now. I want the $19.30 refunded back to the card or the gift card doubled for the inconvenience of all the false information.

Sincerely,

***************************
Initial Complaint
Date:11/10/2022
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.
I have been a wonderful customer of ********************** for years. The problem has been ongoing. Their delivery people at times have delivered my package to the wrong address and a neighbor has had to bring it to me. Most recently, on Friday, October 7th, 2022, I found that my item had not been delivered. It was Order#***-3207829-1787429 which was mDesign Tall 3.2 Gallon Round Metal Step Trash Can. I immediately checked with neighbors, etc. and it was no where to be found. I waited a couple days to see if it would show up. It Never did. I then called Amazon ***************** The ********************** representative told me she would take care of this immediately and arrange for a refund to my Affirm account which it was charged to. I was confident she would follow through. She didn't. When I checked back with Affirm to make sure my credit was issued, I was told that Amazon never took care of this. On November 2nd, I called back and asked ****** (a lady named ***) to stay on the line with me for a three way conversation. I was transferred from **************** to a woman named Step in the Refund **************** She refused to help me, threatened me, and lied to me, saying a Manager was not available. She then hung up on me. I called back again and the Manager named ****** transferred me to the same department to a man by the name of ****. He was rude and belligerent also and hung up on me after he said he would put a note in the system. The lady named Eds from Affirm, was flabbergasted at the behavior of these Amazon employees. I wanted her on the phone with me to witness their terrible behavior. I am a Senior citizen and it is so horrific that Amazon employees would drop the ball to begin with and never issue a credit, then two of them hanging up on me. I told Affirm that I planned to report them. If this is not immediately resolved to my satisfaction, I will also get the ************************* involved. I will also ask that the public be made aware of this behavior.
Business Response
Date: 11/17/2022
Hello ******,

I'm Aqeeb 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.

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

I've reviewed your complaint and sorry to hear that you didn't receive it. Upon checking the Order No: 114-3278106-4921061 I see that the item was returned on Oct 7, 2022

On Nov 2, 2022, we have to investigate further and asked to wait three days for the investigation period till November 5th and we didn't any contact post that. We request you to please contact our support to resolve this on call.

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:11/10/2022
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 purchased an Apple Watch Series 7 on 11/5. It was suppose to be here on the 6th, it was several days late and so I wanted to cancel and just get a refund. (One agent, even told me to keep it and I wouldnt be charged..) They told me they couldnt cancel, I could refuse the package, before I could it was taken off my porch.) The main issue I have with this is it was high ticket item and had signature required. No signature just left.
Business Response
Date: 11/11/2022
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 email and completely understand your disappointment with regards to Apple Watch Series 7.

To help you with this I kindly request to provide us with the order ID, I'll look into it and help you further.

Once the details are received, I'll check and get back to you.

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,
*********
Initial Complaint
Date:11/10/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an ebt eligible order with Amazon for multiple items. All the funds have been taken off my ebt card for the items. The entire time I was waiting to recoeve these items I was emailed multiple times saying to revise payment where they were trying to charge my bank account luckily it is empty. All items are ebt eligible and paid for. I've updated the info 6 times. I keep getting parts of the orders then another email. I revise it get a few items then another email. I'm still being emailed for payment even though I've already been charged in still missing some items and Amazon is no help they wouldn't even look up the order numbers I gave them and said to call my bank. This exact issue happened a few months ago I got the sane response from Amazon until I contacted the BBB then finally got my refund plus the extra I was charged. I need BBB to help me again to either get the last 4 items missing or my refund.
Business Response
Date: 11/12/2022
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 and I'm sorry about the inconvenience caused regarding the recent charges on the EBT.

Usually, when there are large numbers of items in the cart at the time of placing order, the system splits the order into multiple orders.

In such case, the charge on the payment method may reflect differently than the charge mentioned in the order confirmation email. The $228.15 charges on your EBT Card is towards two orders, Order ID: ******************* and Order ID: *******************.

Upon checking the details we see that the charge on your EBT card shows as approved for both the orders and we see few shipments have been shipped and delivered from the order 112-4148530-8742612.

The reason you are receiving the payment decline is that we see the authorization was not processed on the **** card. We recommend to update the additional card on the order, so that if in case the order has the item, which is not eligible for EBT is added it is processed with no issues. As per the order we see all the items added in both the orders are eligible for EBT the additional card is used just for authorization process, you'll be not charged any extra from the other card, as the charge is successfully approved from your EBT card.

We request you to update the existing **** card or any other card for authorization process to complete there shall be no charge on it and you'll receive the pending items as per the scheduled date assigned for the shipment on November 15, 2022.

We appreciate your understanding in this matter. We hope to see you again soon.
Regards,
*********
Customer Answer
Date: 11/13/2022

Complaint: 18384341

I am rejecting this response because:

I have updated the info multiple times. My **** has nothing to do with EBT. The email from Amazon clearing says I've paid for everything with my EBT card and all my happens are ebt eligible so why can't I get the rest of my order considering Amazon admits I've already paid.

Sincerely,

*******************************
Customer Answer
Date: 11/19/2022
Yes I eventually started receiving items because I kept going back and verifying payment to my ebt even everything thing had already came off my card. I did not recieve everything 1 bulk item I continue to get payment decline emails for because they are trying to charge my **** even though it's already came off my card. They have now cancelled that item as per an email I recieved today. I even ordered 1 item after this large order with ebt because I still had funds I didn't use it up before. That item came off ebt and is already otw. I don't understand why they were trying to charge my **** for items in the other order.
Initial Complaint
Date:11/10/2022
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.
this morning on a chat a person I was intentionally stalled and refused help by 2 agents and 1 supervisor by the names of: *******, *******, and *****************They cost me $30 was unempethetic, lied to me countless times, and refused to help me and continued to cost me time, and lied about 2.5 yeras of incedences
Business Response
Date: 12/01/2022
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 am sorry for the inconvenience caused to you. I'll take this as a feedback.

Please be assured, issue has been escalated and will look into this and take an appropriate action. We will make sure not to happen again.

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

Regards,
******* Gajjala
Initial Complaint
Date:11/10/2022
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 frequently get flagged with KDP for having the same pen name as another author, to the point it is affecting running my business through KDP. I have been flagged six times in the last year and have successfully proven each time that I am not the other author and that we write very different genres, yet I am continuously flagged for the exact same thing almost any time I upload an ebook or a paperback. The other author, a male who writes heteronormative fiction, does not get flagged for having the same pen name. This is only a problem for me, a woman who writes LGBTQ+ fiction. I shouldn't have to argue for 30 days in order to prove that I am myself to publish a book when I've been publishing for ten years. I am the established author, writing under the name first, and I have more books and more income than the other author. For all intents and purposes, I am the established author and I earn more for KDP monthly. My account was terminated in December 2021 for this exact issue without warning. This decision was overturned, yet I am still continuously put through these extra reviews to prove I am who I am. Attached is my latest email rejection from appealing my paperback that was flagged by KDP content review systems. The ebook is live and had no issues going through the review process, the content from an ebook to a paperback is not different.
Business Response
Date: 11/22/2022
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 with your book and have passed on the information you have shared with us on the book requesting a full review. We regret the inconvenience and aggravation caused.

On your appeal, we have looked into the matter in detail. The book has been cleared and approved for publication as of 5 days ago, I am sure you should see it live now.

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
Customer Answer
Date: 11/30/2022

Complaint: 18384221

I am rejecting this response because:

My complaint isn't about one book. My complaint is about being flagged repeatedly on every book I upload in some form or another. It isn't one book. I have been flagged at least six times in the last twelve months, including a termination of my KDP account that was unfounded. Each time I have proven these issues unfounded, and yet I am constantly flagged. This is an issue for my business as an author but also your business as a publishing platform.

Sincerely,

*********************
Initial Complaint
Date:11/10/2022
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 was speaking to a chat person named ****. They were not happy with my response so they intentionally and abruptly disconnected the chat and hung up on me, refusing the assist me or speak with me.
Business Response
Date: 11/15/2022
Hello,

I am Nishith 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.

Im sorry to hear about your poor customer service experience, and I appreciate you making us aware of it. At Amazon, we pride ourselves in being the worlds most customer-centric company. Regrettably, our customer service members couldnt meet our high standards in this instance.

I'll surely take this as a feedback from you and will forward it to the team for further review on it.

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

Regards,
******* Gajjala

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