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

57,726 total complaints in the last 3 years.
21,768 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:10/30/2022
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 never used Amazon however I have held an account for a while, I decided to log into the account as I wanted to buy an airfryer, which I did Order # ***-5653478-6525961. When I did I then got an email literally a few minutes later from ofm@amazon saying my account was closed due to a direct link with another closed account. Amazon is becoming vital nowadays and I dont even know what this ban was for exactly. I need to use Amazon and therefore need this van to be lifted and be allowed to use Amazon to purchase things, Ive planned to become a seller on Amazon for a while and if this doesnt go away I dont know what I will do instead. Any help would be greatly appreciated
Business Response
Date: 11/01/2022
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'm sorry for the inconvenience caused regarding the order you have placed through Amazon.co.**.

For this case, I request you to please contact our partner site, Amazon.co.** for the help on this issue as our international websites operate independently. You can contact them directly at:

https://www.amazon.co.**/gp/help/contact-us/general-questions.html

For any issues regarding Amazon ** or **, please feel free to contact ** directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
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 odered a treadmill from Amazon,the seller is Vkekieo, oder number *****************, I wanted a small one right out of the box, ***** sent me the wrong one, a huge one that I could not put together. So I have been going back and fourth with Amazon and the seller to get a prepaid label to send it back, the box is huge and I have no way of getting it to **** They want me to pay for shipping which would cost over 100 dollars. I put in a complaint with Amazon and they refused it. This is there mistake that the Seller won't send me a pre paid label either. This has been nothing but a headache for me. While Amazon said the seller should reinverse me if I pay the return shipping, I still don't think I should have to, there is no gaurettee that would have to. I have a small space and I can hardly move the box and it takes up a lot of space. Thank you
Business Response
Date: 11/01/2022
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'm sorry for the inconvenience caused regarding the treadmill order.

I've checked on it and I can see an A-Z claim is filed on this order and the team have requested to return the item for a refund. I understand a prepaid label is not provided however please be assured, the seller or our A-Z team will help you get a reimbursement for the additional shipping cost.

An email confirmation with this refund information and the return address is sent on your registered email id on Monday, October 24, 2022 at 9:39 PM (PDT). If the return reaches the seller and you do not receive a refund, please use this link to let us know and we will investigate further: https://www.amazon.com/hz/pwo/ref=e?_encoding=UTF8&orderID=111-4488668-3254639

I kindly request you to please return the item to the provided address in the email and share the receipt and tracking details by following the instructions provided by A-Z team for a full refund. I appreciate your understanding and patience on this matter.

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

We look forward to seeing you again soon.

Regards,

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

Complaint: 18333783

I am rejecting this response because the box is huge and I would have to rent a truck, I asked them many times if *** could pick it up, in oder for them to pick it up I need a prepaid label . I really don't understand why they won't do that. This has been a big inconvenience,with the holidays coming this is taking up a lot of space.The box is huge and I can not move it.i odered a small treadmill right out of the box. This needs to be put together which I'm not willing to do.

Sincerely

***************************
Initial Complaint
Date:10/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was locked. I sent in the forms i thought amazon wanyed to confirm i am the owner of the account and they ended up closing my account. I have a 500 dollar gift card on the account they closed that i can not use now because its locked to that account. I still have not heard from anyone on this issue. I talked to someone 2 weeks ago from customer service and they said someone would contact me to remove the hold on the account under the username ************ so I could use the $500 gift card I purchased that is locked on that account. I still haven't heard from anyone. I want my account reopened so I can use my gift card or I want my $500 back. I reached out to the merchant I bought the gift card from and they can't do anything. They say it's up to Amazon to either unlock the account or replace the gift card. Attached is my drivers license to prove my identity and the proof of purchase for the gift card
Business Response
Date: 11/13/2022
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

We notified the customer of this decision by email on 13 November, 2022

Sincerely,

Amazon.com
Customer Answer
Date: 11/13/2022

Complaint: 18333741

I am rejecting this response because: I want the $500 amazon gift card I paid for removed from this account so atleast someone else could use it or my money refunded.

Sincerely,

***************************
Business Response
Date: 11/22/2022
Hello,

We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2022-11-22.

Sincerely,
********
Amazon.com
========
Customer Answer
Date: 11/22/2022

Complaint: 18333741

I am rejecting this response because there is no email connected to the account with the $500 gift card attached. It's only under the number ************. But they did send it to an old account under ************************** and when I verified my information they then sent an email saying I have a different account with a failed checking account which I have no idea what they are talking about and the ************ account with my $500 gift card doesn't let me upload any info or doesn't give me any steps to unlock it still. So I still have no access to my account or my gift card I paid money for. Attached is the message I get when I try to log in

Sincerely,

***************************
Business Response
Date: 01/12/2023
Hello *******,

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

I see the concern that you have shared on your gift card purchase and see the screenshots that you have shared. I have researched your complaint but wasn't able to find the Gift card or the Account you asked about using the information provided.

We would need you to write from the associated email of the account with details of the gift card and detailed description of the issue for research.

In the absence of this information, we are not able to provide any insights into the account of the gift card that was redeemed.

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 *********************************************** if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:10/30/2022
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 placed an order for an item through our family Amazon account. The account is under ************************* (my mother), and myself (her daughter) and father (*************************) use this Amazon account. Since my parents cannot get mail delivered to their address, all Amazon packages are delivered to my home. We have added extensive delivery instructions because we live in a rural area. The most recent delivery was not delivered as instructed. The package was damaged due to the fact that the driver did not follow the delivery instructions, and the package was full of ants (and it was a food item) because the delivery driver left the package by a garbage can instead of delivering packages to my front porch. I attempted to contact Amazon. They told me they could not offer a refund or replacement. I even called, and the Amazon employee laughed at the situation. All I want is for Amazon to do the right thing and replace or refund the item under Order Placed: October 26, 2022, Amazon.com order number: 111-2516547-9196262, *********************** - G7 3 In 1 *************** for $22.99. I am including the invoice for the item in question.
Business Response
Date: 11/01/2022
Hello ,

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

I've reviewed the complaint and understand your concern regarding the *********************** - G7 3 In 1 Instant Coffee.

I apologize for the inconvenience that you've experienced in this case. In this case, there's no need to return the item for us to issue a refund. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you.

I've issued a refund of $23.67 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

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

We'll make sure that this is not repeated.

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

Regards,
Pratap
Customer Answer
Date: 11/02/2022

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: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.
My CHECKING ACCOUNT was fraudulently charged 25 dollars out of nowhere. This company *****. Their customer service ***** too. I have closed down my account. This is the last time this business will scam me over charge me or fraudulently charge me. YOU ****. YOU HAVE LOST THOUSANDS OF DOLLARS OF BUSINESS FROM ME FROM BEING CROOKED. When I was trying to sort this out I was disconnected 4 f****** times too from the online live chat. No one could even see where the charge came from and then I was told after an hour of ******** to contact my bank because they were clueless about the fraud they made me 40 minutes late for nothing. I will never use this company again. I will never be able to trust them again. I have been using this company for at least a decade too. Your loss not mine and I hope everyone starts to pull back from using you all you cannot be trusted on any level!
Business Response
Date: 11/01/2022
Hello *******,

I'm Pratap 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 to know about the issue with the unknown charge of $25 on your statement.

We were unable to locate the charge in your account. We request you to write us back with the charge ID, so that we can investigate on this further.

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:

https://www.amazon.com/bill

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

Regards,
Pratap
Customer Answer
Date: 11/03/2022
They have been asking me for a charge ID there is no f****** charge ID as I have told them to the point of insanity over and over. I didn't purchase anything this amount was deducted fraudulently and out of nowhere from my bank account of which they don't have the account number for. There's no charge ID what I included was the screenshot of the charge being drafted from my account for 25 dollars you already have everything I have THERE iS NO CHARGE ID BECAUSE I DIDN'T MAKE A CHARGE
Business Response
Date: 11/07/2022
Hello *******,

I'm Pratap 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're sorry to know about the issue with the unknown charge of $25 on your statement.

Ive checked the transactions on your account and couldn't find any charges for $25.00. Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank.

Your patience and understanding are greatly appreciated.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.
Regards,
Pratap
Initial Complaint
Date:10/29/2022
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 placed a large order with Amazon on October 23, 2022. All items were guaranteed to deliver no later than October 27, 2022. At their will and without notifying me they extended that costing my business several thousand dollars. They of course see no harm in their ignorance. And of course they did no wrong in their eyes. Their promise to their customer was violated and their policy is to refund the whole order when this happens. They are refusing to do this even though all items were prime.
Business Response
Date: 11/01/2022
Hello *******,

I'************* 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 can understand the disappointment caused due to the change of delivery dates of your recent orders. I'm sorry about that.

I've checked your previous correspondences and see that *****, a member of our Executive Customer Relations team has already addressed this issue via email on October 27, 2022. As explained by *****, some times the payment process is delayed by banks or denied overall, some other times a Warehouse is out of stock so a new Warehouse that could fulfill the Order has to be located and new a fulfillment planning needs to be made.

Since there are multiple intrinsic and extrinsic factors that intervene on our Fulfillment process, the shipping time frame applies; but after the Order ships. All these particular factors impact how long it takes us to obtain the item or prepare it for shipment.

Upon further research, I see that payment method was initially declined for these 2 orders,

Order ID: *******************
Order ID: *******************

We have emailed you informing about the issue with the payment method for these orders on October 24, 2022 and also on October 26, 2022. This issue which caused the delay in shipping of these orders is not due to an Amazon error.

I request you to review the emails you received from [email protected] on October 24, 2022 and October 26, 2022.

I see that a $20.00 promotional credit was issued due to these delays. Unfortunately, we're unable to refund the items cost because of such delays.

We appreciate your understanding in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com

Customer Answer
Date: 11/01/2022

Complaint: 18333509

I am rejecting this response because: Amazon needs to accept responsibility for their problems and correct the issue. They have chosen to blame their customers instead of accepting responsibility.

Sincerely,

***************************
Initial Complaint
Date:10/29/2022
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 number 111-7995742-1256245 delivered back to returns and no information from Amazon and no refund. This keeps happening keep the item and my money, and customer service gives you the run the around. *****
Business Response
Date: 11/10/2022
Hello *******,

I'************* 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 understand that you are concerned about the refund towards the return of Eye Wand, TIANG Eye Massager, Anti-aging Eye & Facial Massage Tool with Heat & Vibration.

Even though most of the returns are processed within 2 weeks after the return is received by the carrier, for some returns it may take up to 30 days. In many instances, this additional time will allow our return center to find the item and process it.

If you don't hear from our returns center by November 27 2022 , please write back so we can find out what happened.

We appreciate your understanding and cooperation in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/29/2022
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.
Today, October 29,2022, I ordered an item from the Amazon website. It was delivered this evening at approx 18:45. The delivery driver yelled at me and swore at me when I refused the package and asked him to take it back because the box, was damaged. Now I have a package that is damaged and I cannot physically return due to a spinal injury. **************** was unable to accommodate this, which shouldn't have have been an issue due to the fact the company policy states I have the right to refuse the item.
Customer Answer
Date: 10/31/2022
Hello there,

I am emailing to confirm the company has now resolved my complaint. No further action is required. Thank you for your time.

*******************************;
Initial Complaint
Date:10/29/2022
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.
On August 10, 2022, I opened an Amazon.com account. Today, after a successful login, I tried to place an order online. The company required me to disclose personal information, such as my credit card number, etc., and I trustingly complied. Soon thereafter, I was mysteriously locked out of my account, without explanation or good cause, and could not complete the transaction. Accordingly, for security/privacy reasons, I decided to delete my Amazon account, and avoid the possibility of my personal information falling into the wrong hands. At this point, the company refused to unlock my Amazon account and denied me the right to delete it.
Business Response
Date: 12/01/2022
Hello *****,

I'm Pratap 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 know that your account got locked out and you are unable to request the Closure of Your Account

I've reached out to the concerned team and received an update stating that the hold on your account has been removed.

You may request for account closure from your end from the link provided below.

For the instructions and Link to process the account deletion/closure: https://www.amazon.com/gp/help/customer/display.html?ref_=***************&nodeId=GDK92DNLSGWTV6MP&qid=1669834846403&sr=1-1

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

Regards,
Pratap
Customer Answer
Date: 12/04/2022

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:10/29/2022
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.
On 10/13/22 i notice amazon placed a balance hold on my gift card balance of $140.38 and $15, for a total of $155.38. They are not linked to a specific order and I did purchase anything with gift cards at the time. I called Amazon support that day, and I speak with a gentleman regarding the matter. He tells me the balance hold is due to purchases on my Amazon account, and once the items are delivered the balance hold will be released. So I give it a few days everything purchase on my Amazon account has been delivered, but the $155.38 is still on hold.So I call Amazon back on October 19, and speak to a rep ******** At that time, an additional $21.99 was on hold on my account, for a purchase made with a credit card. She advises me that I am going to be refunded the entire amount, back to my gift card balance, and it will take 3 to 5 business days. At that point, the hold was $177.37. Its surpasses five business days and the money still is not in my account.I call again on 10/27/22 and speak to Britne, Who advises me the money will be back in my gift card balance in 2 to 24 hours. At that point, the $21.99 was refunded, and the total due back to me was back to $155.38. I give it a day, and the money still is not back on my account.Call again on 10/29, and I am giving the same runaround to have to wait a few days to hear back from Amazon customer support, regarding getting my money back.Every time I call I am given a different answer, and told to wait for the money to be back in my account. despite nothing ever happens, and my gift card balance is not given back to me.
Business Response
Date: 11/15/2022
Hello ********,

The e-mail address you contacted us with doesn't have an gift card matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address.

Please contact us directly by replying to [email protected] from the account which has an order matching what you described. Please mention the BBB complaint number and gift card number while replying to the email.

Regards,
Pratap
Customer Answer
Date: 11/17/2022

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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