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

57,961 total complaints in the last 3 years.
21,707 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:10/31/2022
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.
First of all let me start by saying Amazon customer service used to be exceptional but in the last several months it's been abysmal. This particular issue has happened to me twice but I'm only going to address the most recent and unresolved as of this moment. On October 27th I ordered two cases of Propel water and protein Shake drinks both were supposed to be charged to my EBT card which they were however for some unknown reason my gift card was also debited 99 cents. I have called three or four times to try to get that money back and I've heard numerous excuses mostly related to an alleged computer glitch. Glitch or not it's clearly their fault but yet they haven't given me my money back as of right now and they had no right to take it to begin with. I've talked to several associates one of them told me the money would be back once it ships they've shipped no money back. Tonight I was told I have to wait to receive it and I don't want to wait any longer it shouldn't have been taken out to begin with and when a customer asks for their money back that you stole you should give it back without hesitation and without excuses. That's what the old Amazon would have done but the new Amazon just makes excuses and takes money off your gift card that they're not entitled to without your permission. I want my money back, I want an apology and I would love to be compensated for my time that I've spent having to deal with incompetence but clearly that's not going to happen so just put the money back on my card and stop stealing money off my card that you don't have permission to debit. And I'm pretty sure I'm not the only person that this has happened to.
Business Response
Date: 11/01/2022
Hello ***************,
.
I'm Abhishek 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.

We're sorry for any confusion you've had and for the incorrect information you've received. We'll ensure the associates are coached for the same.

Up on checking your order #***-5874626-9089033, I see that only SNAP EBT Card was used for the payment of this order. The total amount charged was $39.35. No amount from the Gift card was charged for this order. Here's a link to the invoice for confirmation:

https://www.amazon.com/gp/css/summary/print.html/?&;orderID=***-5874626-9089033

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

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/01/2022

Clearly the individual who replied has not read the multiple entries of my calls to Amazon and is completely unaware of the computer glitch that everybody else is aware of there . I encourage him to take a look at my credit balance on my gift card and explain to me why the 99 Cents was debited at all and left debited for many days it's back on there now after I issued this complaint but that doesn't negate the fact that it was stolen and not given back to me for several days therefore I want Amazon to scrutinize this record and not give me some dismissive cookie cutter response.

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 11/03/2022
Hello ***************,

Thank you for writing back to ** and confirming you were able to see the Gift card balance in your account.

This could've been authorization and has been reversed after the shipment has been shipped.

We look forward to seeing you soon.

Best regards,
Abhishek
Amazon.com
Initial Complaint
Date:10/31/2022
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.
Dear Better Business Bureau,I have encountered a phishing scam, now I cannot log in to my Amazon account.I received a phishing link asking me to enter my account email and password before my account was locked. The hacker obtained my account email and password through phishing links, who used my Amazon account and the associated credit card to purchase a gift card.Please check the attachment, which is the evidence that my account was hacked and proof of account holding.Please reinstate my account as soon as possible! I realized the importance of account security. when my account is reinstated, I will reset my account password and enable two-step authentication to enhance the security of my account.I have provided all the evidence that I am the owner of this account, but Amazon has not unlocked my account. This is very unfair to me, my account was hacked and I am a victim. I think no reason for Amazon to keep locking my account.My account email address: **************** Best regards,******************
Business Response
Date: 11/13/2022
Hello ******************,

I'm Arun 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.

As per the update from the team, your account has been reinstated.

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/31/2022
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.
Dear BBB,Please help me!I am an Amazon seller. My account has been hacked on October 12, 2022. The hacker used my account to buy a $100 gift card, after that my account was temporarily locked. I have received two recovery emails after I filed an appeal with Amazon. Amazon asked me to reset my password and regain access to my account. But I still can't log in to my account after reset my password. So I don't know why.My problem has not been solved. My account was hacked and I am a victim. It's very unfair to me, I am unable to continue my Amazon business. This has caused serious financial damage to me.Please see the attachment for details of my account. I hope the relevant Amazon team will investigate and restore my account as soon as possible!My account email is: yjet-**************** Sincerely,*******************
Business Response
Date: 11/08/2022
Hello,
We have decided to reinstate this account and an email was sent to them informing them of this decision on Nov 8, 2022.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:10/31/2022
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 continue to communicate to Amazon about logistic issues such as delivering packages to my building! My delivery address is on my account, but my packages continue to be delivered at the reception building. More recently, Amazon customer service has not made resolution to their payment issues for third party billing! When items are ship, Amazon at that time bills the card for payment. I was sent a notice for payment revision. This cost me! I had to use my own payment method; which was my personal debt card that is also on file in my Amazon wallet. I had to pay for my item to be ship! Amazon customer service representatives was clueless about the matter and no resolution. They were clueless about what is going on in their own system. Amazon headquarters is doing nothing as far as I can see about poor customer service and its issues, as well as logistic issues! I am addressing this matter again with BBB as I have many times with Amazon! As a consumer I hope Amazon have better resolutions. Amazon attitude should be although they have many customers (come and go) they should feel bad losing just one. If Amazon continues to exercise poor customer service they will eventually lose many!
Business Response
Date: 11/01/2022
Hello *****************************,

I'm Arun 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 the complaint and understand your concern regarding the order delivery issues.

I apologize for the inconvenience that you've experienced in this case.

I've escalated this issue to the appropriate team for further review on it.

Also, we'll make sure that the orders are delivered at the preferred location as requested.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/01/2022

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:10/30/2022
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 a heavy item from Amazon. When delivered, the box was thrown harsh ( I could hear the sound from inside my home). As a result, it was ripped all open. Some parts were missing so I could not install it. Tried to initate a return. The first option is to schedule a pick up from ********* which they had never came before when I had scheduled before. The other option is to ship it back and pay on my own. This heavy item would probably cost me $50 to ship it back, which is almost the price of the item itself $60. I want a refund and Amazon needs to come back to pick it up . Thank you Order# ***-7806312-4048268
Business Response
Date: 11/01/2022
Hello ***************************,

I'm Arun 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 the complaint and understand your concern about the Order ID: ******************* return and refund.

I apologize for the inconvenience that you've experienced.

I've checked and see that the return pickup for the order was already attempted on Oct 31, 2022 and this pickup is for free.

Please keep the product packed and ready so that the *** pickup team take care of it.

Also, I would like to inform you that we'll not be able to refund the amount right away. Once the item is returned, refund will be processed automatically to the original payment method used.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/30/2022
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 am seeking your assistance to get my account restored as a result of fraudulent activity. I am a 60-year-old long-time Amazon prime member. Last night without any warning, my account was locked. I lost all access on my Echos, Prime account, Prime Video and Music. When I tried to get into my account, I received a notification regarding a $1900 purchase. I was disappointed after spending hours in early October, notifying Amazon that my account was hacked. I promptly notified Amazon via customer service, immediately changed my password, and notified *********** the issuer of my Prime **** that the purchase that was made was not me nor was the address the product was sent to mine or no affiliation with me. I was told, Not to worry all is taken care of. I thought I did everything as I was supposed to do.This morning I called the Amazon customer service number as I could not CHAT as my account was locked and non-functional pending a review in the next several days. When the **************** representative came on, I explained that I needed to speak to someone in the fraud department. After a several-minute hold, I was transferred to someone that I had difficulty understanding. I asked if I could be transferred to someone in ***************** as this was not a general customer service issue. I was told that was not possible and that I needed to speak with him. I tried but could not understand him. After multiple requests, I said I would call back. I called again and stated I needed to speak to the ***************** I was again placed on hold and after several minutes, they hung up on me. I tried one more time and again asked to speak to someone in the fraud department. After a brief hold, I was transferred but hung up on again.Becoming more frustrated with the Amazon phone train, and language barrier, I Googled Amazon fraud and located another number. I called and asked if this number dealt with Fraud issues. Amazon labels you guilty and fails to allow me
Business Response
Date: 11/08/2022
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 and checked with the concerned department in this matter.

After reviewing they've sanitized the order from your account. They've sent you an email and explained the refund process in this regard on Wednesday, November 2, 2022 at 2:05 AM (PDT).

Your account is currently active and you can place new orders in it. I hope this information helps.

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: 11/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *************** note that it took several hours and phone calls over two days to try to get someone at Amazon to respond regarding the account being locked as a result of me initally informing Amazon that my account was locked and could not open even though I notified both Amazon and Amazon Prime **** (Which **** credited right away). it makes no sense for Anazon to lock the account two weeks after reporting a fraudulant activity and hack of my account. Amazon needs to contact their customer before shutting down the account and requiring the customer to call many times and get someone that has a command of the english language and can resolve the issue after an adequate explanation. As indicated the account is now open as a result of my relentless calls to Amazon trying to get the proper department.

Sincerely,

***************************
Initial Complaint
Date:10/30/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 19, 2022 I purchased and inline fan from Amazon.com. Order # ***-4040590-1222659. The item price (free delivery since I'm an Amazon Prime customer) was $28.99 plus $0.63 tax. The item was paid using $20 in Amazon credit plus $9.62 charged to my **************** credit card. The item was defective and was returned to Amazon within the allowed return time frame. I received the $9.62 credit on my credit card but I never received the $20 amazon credit back so I can use it for another Amazon purchase. When I called they didn't want to give me the $20 credit back. I believe this is an unfair practice. I would like to get the $20 amazon credit back. Thank you.
Business Response
Date: 11/01/2022
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 and checked the order #***-4040590-1222659.

Upon checking I see that $20.00 promotional credit was applied to the order at the time of placing the order. The item has been returned and a refund of $9.62 has been issued for the order.

You do not receive a refund for any promotional discounts or coupons that were applied to an order. I'm sorry for any misunderstanding.

We hope to see 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: 11/02/2022

Complaint: 18335540

I am rejecting this response because:
This is an unfair practice on the part of Amazon. Shame on Amazon. $20 is not going to affect Amazon, but do wonders for customer satisfaction. Im sure they can do something in this case.

Sincerely,

*****************************
Initial Complaint
Date:10/30/2022
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 am writing this to request the assistance of the BBB in having AMAZON resolve a return issue I have been having. The order # I am referring to is: 112-8824321-1918625 this was a gift it was a Tome Renaissance leather laptop carrier bag that ended up looking like a ladys purse. The item WAS RETURNED and as per AMAZONS RETURN POLICY they were to credit the account first upon receipt of the return then its within 7 days after receiving the return both of which have now since passed. Both *** and AMAZON customer care confirm this item was returned and received back by AMAZON on October 20th,2022 and there is NO REASON AMAZON should not have issued my refund by now as this is AGAINST THEIR OEN RETUEN POLICY! I have called repeatedly and get transferred to agents that barely speak English and they cant give me an answer as to where my refund is. First they say they changed the policy, then they say they are short staffed, then the refund is processing, then it will be on November 2nd then if not then POSSIBLY November 17th!? Im sorry but, they got the package back, open it, inspect it, do whatever they have to do with it but I DEMAND my refund that I AM DUE and this is NOT right that I have ti keep calling and following up on something that should have been a done already. I am asking that the BBB please have AMAZON refund me as this is way past due and there is NO VALID REASON FOR THIS! If you are not able to assist, this item will be then be disputed with the Credit Card that was used to make the purchase. Thank you
Customer Answer
Date: 11/02/2022
Amazon has finally agreed to process the refund this morning after calling them again. With that being said, I respectfully request this complaint be closed. Thank you very much.
Initial Complaint
Date:10/30/2022
Type:Order 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 Amazon selling account (Merchant Token A3NGX287ETIXTT) has been suspended for over 3 years as a direct result of actions taken by a third-party service provider I hired to assist with my sales ranking. This third-party service, RankBell, used methods that violated Amazons Code of Conduct policy unbeknownst to myself or my staff. RankBell would use their existing pool of buyers to create reviews and increase search rankings by having them place orders for my ASINs. Please know that I accept full responsibility for the violations that took place. Even though they were taken by a third party, I am the one who hired and then failed to monitor their actions. Amazon indicated my account could be reopened after submitting a successful appeal. As such, I have provided a comprehensive plan of action to Amazon to reinstate my account, but they have stopped responding. Please help.
Business Response
Date: 11/13/2022
Hello,

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

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:10/30/2022
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 item from Amazon that was delivered on October 4. According to there terms of service returns are eligable within 30 days from delivery. They are refusing to return the item despite it being under 30 days and unopened. I pointed out that this goes against there terms on service and hung up on.
Business Response
Date: 11/01/2022
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. We would like to investigate further in this matter.

We request you to provide the order number to us, so that we can review the issue and assist you further.

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
http://www.amazon.com

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