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

59,514 total complaints in the last 3 years.
21,505 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:10/14/2022
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.
My Amazon account was hacked. The hacker added a two step verification to the account so I could not gain access to it. Please note, you need a cell phone for two step verification and I do not own a cell phone. On Oct 10, 2022 I contacted Amazon and informed them of the problem and that the were two charge on my account that were not mine. One for $328.49, my bank account shows the order #1K55E58L1, the second for $2545 order# ****D47S1. I was told they could not acces my account and I would have to send a copy of a government issued photo ID. I emailed the copy on 10/10 they said 24 hrs. The two step verification has not been removed yet and every time I call (and I have escalated the cal) they tell me to wait another 24 hrs. Now 96 hours and I have not heard anything from the account verification department. I am told that they cannot contact that department by phone,s they just keep emailing them. In the meantime Ihave had to cancel my debit card, file a dispute with my bank for the refund and I still cannot access my Amazon account.I would really appreciate any help you can give me.
Business Response
Date: 10/16/2022
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 understand your concern regarding the account and unauthorized orders. I'm sorry for the inconvenience caused.

I've checked on it and I can see the team have removed the 2 step verification from your account and taken necessary action on the unauthorized orders you have reported. In order to gain full access to your account, we need you to please call us at ************** and asked to be transferred to Account Change support. The team will need to verify few details and once done, you will be able to access your account.

I appreciate your cooperation and understanding on this matter.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/16/2022

Complaint: 18224524

I am rejecting this response because:

Sincerely,

*******************************. As per email, I called the accounts change support team and was told the two step verification had been removed at 2 am pst. At 11 at est when I called, the two step verification was back on my account. Their solution, provide proof again of who I am by submitting a government issued ID. When I refused and ask the call be escalated, I spoke with ** who informed me that he woul escalate the account and call me back when it was handled. I only need to wait another ***** hours! Now mind you, this is the third person that has promised to call me back and no one has ever called me! All I get is wait. Well I waited from 10/10/22 when the original request was sent to account verification. I was told 24 hours! That is their response to everything! Wait just 24 hours. There is still over $350 charged on my account that that I had to have my bank dispute

Business Response
Date: 10/22/2022
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 understand your concern regarding your account access and two step verification issue. I'm sorry for the inconvenience caused.

I've checked on it and I can see the team still requires the govt. ID proof to be submitted in order to remove the verification from your account. I understand you have gone through this step earlier and this is still not resolved, I've shared the feedback with our team to get this checked about the miss on the follow *** and this account issue to prioritize it to remove two-step verification from your account and help you gain access at the earliest.

I request you to please submit the proof once again and I assure this will be taken care of. You may upload the requested information through this link.

https://www.amazon.com/a/recover/upload

Please note that you would be required to upload a scanned copy of a government-issued ID to verify your identity, like your driver's license or passport. Before sending your document, make sure to conceal any document numbers. Only your name should be visible.

It is also suggested to change your password on your personal email account because if someone has accessed your email then they will be able to reset passwords or enable this two step verification again on your Amazon account too as we communicate all the details on your registered email id.

I appreciate your understanding and patience.

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
Initial Complaint
Date:10/14/2022
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.
Amazon ripped me off for 2 or my returns. They recieved the products back and will not refund me
Business Response
Date: 10/16/2022
Hello ********,

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

I'm sorry for the trouble you had with the returned items.

I've checked the return labels and none of them have any updates. If you have already returned the items using *** label, please contact *** and file a claim just in case they were misplaced in *** store.

I also see that the replacement order is yet to be shipped. Without the replacement order returned, we are unable to issue refund.

Unfortunately we are unable to issue refund.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:10/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my first item from amazon.com. I checked my email when it said delivered. When I looked at the photo I noticed it wasn't my door, but I couldn't find the door that was on the picture so I didn't get my item. My daughter was so excited to get this costume, but she worked hard to earn the money. Thanks a million amazon for letting my child down. This has been a nightmare I've been calling for a week straight with no resolve just lies of a refund!! I was hung up on
Business Response
Date: 10/16/2022
Hello *****,

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

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

I've issued a full refund for the order. You will see the refund of $34.66 in 5 business days. You will receive an email once the refund is complete from our end.

Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=113-1909988-7985048

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:10/14/2022
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.
Hello:In regards to my order #***-1795709-9449000 - I have contacted **************** 3 times (by phone and chat) over a 3-4 week period and every time I was told that my refund was being processed and it would take 3-5 days to return to my Amazon Credit Card. Every week Ive waited and checked my credit card account and still no refund. **************** says the return was never scanned in when it reached the Amazon return facility and that's why it wasn't refunded automatically. The return was delivered to Amazon via *** on 9/19/22. I'm not sure why customer service keeps telling me that they are processing my refund and I still have not received it. I am a loyal Amazon Prime member and this is unacceptable. See additional details below:**************** return *** tracking (label provided by Amazon):1Z55AY229002990694 Delivered 9/19/22 to Amazons ******** Return address.The return reason - Amazon sent the wrong boots.Amount paid - $395 Thank you,******
Business Response
Date: 11/03/2022
Hello ******,

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

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

I've checked and see that a full refund of $395.00 was issued on Wednesday, October 19, 2022. You should see the refund within 5 business days. You were already sent an email regarding the same.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 11/03/2022

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:10/14/2022
Type:Billing 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 10/5/22 my account was compromised. Someone contacted Amazon and started a Trade-In process for a Kindle Reader. My account was immediately credited a $75 Amazon Gift Card. I immediately changed my password and signed out of all logged in devices. I then requested a call back from Amazon. I was told that my account is now secured and that the Trade-In was cancelled and the $75 Gift card removed from my account. Everything seemed resolved. 2 days later my debit card was charged $75 by amazon (AMZN TradeIn*141AT0772). I called amazon again and was told that i should receive a refund within 2 business days. I had the representative ******** send me an E-Mail confirming this. That was on 10/9. On 10/14 i still had not received a refund so i called again. I was then told that they had no idea why i was not refunded yet but they would forward this to an Account Specialist. The Specialist then emailed me and said there was no unauthorized activity on my account therefore i would not get a refund. What? If i did not order anything and did not receive anything and the trade-in was canceled then why would the $75 charge not be considered unauthorized? That makes no sense. So i called again and was told that debit card refunds actually take **** business days. Ok, so what is it? 2 days or 10 days? I was also told that i could contact my bank and request a charge back. This is just so unacceptable. I have been a Prime Member for many years and am truly considering cancelling my membership and account after all of this is over and i received my $75 back.
Business Response
Date: 11/03/2022
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 understand your concern regarding the retro charge for the trade-in order. I'm sorry for the inconvenience caused.

I've checked on it and I can see the issue was escalated to our team and to help you on this matter, in order to receive a refund for the charged amount, while it did not give the option to refund that trade-in order directly, it was processed using an exception on different digital subscription on Oct 26. We have issued refunds for the following amounts.

$7.04 x 7 = $49.28
$6.02 x 5 = $30.10

Total Refunded = $79.38.

This refund should be reflecting on your billing statement of your **** card. If it is still not reflecting, I request you to please contact the card issuing bank for the updates.

I appreciate your understanding.

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: 11/03/2022

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:10/14/2022
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 placed an order for ******* galaxy buds pro on August 9. They arrived, and were not functioning properly. I tried to place a return for pickup by **** but was given no pickup information. After several days, I cancelled and placed another return for pickup by **** but was not given any pickup information again. I cancelled again and placed an order for dropoff at **** I dropped off the headphones on Sept 8th and have not received a refund after over a month. I am being denied a refund until the item is received, even though the item has clearly been lost in the mail. I had no control over the choice or method of shipping. I should receive a refund at this point since I clearly shipped it according to Amazon's instructions.
Business Response
Date: 10/16/2022
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 understand your concern regarding the refund for ******** buds" order. I'm sorry for the inconvenience caused.

I've gone ahead and issued the refund on your order. Total refunded:$253.56 back to your original payment method. This refund should reflect on your billing statement in next 3-5 business days.

You will receive an email once the refund is completed. I appreciate your patience on this matter.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased products on Oct 11th. The delivery date was Oct. 13th. A delivery truck arrives and then leaves without delivering our packages. We contacted Amazon they have no idea why and put it on us why the packages that we purchased from them we have to find out why they didn't get delivered. They pay these companies to deliver, but we have to figure out the problem for them. How is that even a thing? Then all they wanted to do is throw out insults and told us "just to understand". We understand that this is not how customer service is supposed to work. Then before we were done with the chat conversation they cut us off without any suitable resolution.
Business Response
Date: 10/16/2022
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 missed Prime delivery. This is definitely not what we expected to have happened. I'll be sure to put this across to our team to avoid it happening again.

Upon checking, the e-mail address you have provided to us with isn't associated with an account/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

Once we have the details from registered email, we can look into it and help you further.

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 any other assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/14/2022
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.
Hi I have returned both these items to amazon and they have been received by amazon. I just saw that amazon charged me four times for this transaction. Im unable to understand why amazon is doing this. Please reverse all the charges on my discover credit card for $85 and $190.20 that amazon has erroneously charged me Please see the order numbers and the corresponding *** return tracking numbers Order 112-8745361-9225012 apple macbook *** 1za663w92601486788 Order 114-1145831-0014659 magic trackpad *** 1z1v17r57819121065 I have called amazon multiple times and emailed them multiple times but Im not getting a positive response. At this point Im at my **** end. Im really hoping you can resolve this for me and refund me back the 4 transaction amounts.Please let me know if any more information is needed Vik
Business Response
Date: 10/31/2022
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on October 31, 2022. This email confirms that the refunds have been issued for USD 380.40 and USD ***** to the original payment method.

Sincerely,

*****
Amazon.com
Initial Complaint
Date:10/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a new construction home the address was loaded within the past few months. Earlier this year I had no issues shipping to my address with Amazon. Over the past few weeks every item to my address says prime shipping but the shipping things are almost 2 weeks vs 2 days. I have reached out to Amazon several times to see if there was some type of issue with my address as I can ship down the road just fine. Same town same item Same stock..they have advised maybe it is out of stock but I provided them screen shots of my issue showing the difference shipping to my address vs shipping to a neighbors. Each time I have been told it is being escalated with no body actually answering back. Or told there is no way to help. I have been repeatedly misdirected and ignored. All I want is for anyone to actually review and follow through. I should be able to ship to my own address. If there is an issue I should be able to get an answer and try to resolve but Amazon refuses to provide any assistance.
Business Response
Date: 10/16/2022
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've reviewed the complaint and understand your concern regarding the order delivery and shipping speed.

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

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 do everything possible to avoid situations like this in the future

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

Regards,
Pratap
Customer Answer
Date: 10/18/2022

Complaint: 18223543

I am rejecting this response because:
It solves nothing. I still have not receive any help from customer service meanwhile I cant ship to my address Currently shipping speeds are out to 10/31 for prime which is unacceptable. This needs to actually be reviewed and resolved

Sincerely,

***********************************
Customer Answer
Date: 11/30/2022
You have closed my case but there was nothing provided by the company.

They did not provide an answer and yet it is closed.

They are talking about shipping speeds which is not my issue at all.

They are refusing to fix and error they caused which is not allowing for **** to deliver to my address.

This is not some dissatisfaction issue it is a legitimate issue they need to resolve as only they can resolve.

Customer Answer
Date: 11/30/2022
You have closed my case but there was nothing provided by the company.

They did not provide an answer and yet it is closed.

They are talking about shipping speeds which is not my issue at all.

They are refusing to fix and error they caused which is not allowing for **** to deliver to my address.

This is not some dissatisfaction issue it is a legitimate issue they need to resolve as only they can resolve.

Business Response
Date: 12/04/2022
Hello ********,

Thank you for contacting Amazon to share your feedback about longer shipping times.

We are working with all shipping partners to find ways to increase shipping capacity in order to keep up with the growth in demand.

We appreciate your patience during this time. We look forward to seeing you again soon
Regards,
Pratap
Customer Answer
Date: 12/05/2022

Complaint: 18223543

I am rejecting this response because:it does not address my concern. They used to service my house in a normal time frame but now say my address does not exist except for *** and it now takes 2 weeks to get anything!!! I just want someone to look at my individual account and find out where the error is coming from.

*************************************************************
Initial Complaint
Date:10/14/2022
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.
On Thu, Sep 22, 10:10 AM EST, I started an Amazon.com return for a defective Vornado 660 Large Whole Room Air Circulator Fan. The original order number is 111-3991865-6737044. I opted for a replacement instead of a refund, and a replacement order was shipped out. The replacement order number is 113-1535774-3992231. The replacement never arrived and the tracking information for that delivery reflects that it was returned to the seller in *******, **. This is shown in the supporting documents I have provided. Instead of cancelling my return & replacement, I got an email this morning stating that I will be charged $105.99 on Sunday, Oct 30 if I have not returned the original item, despite never receiving the replacement. This would be the second time I have paid $105.99 for the item, as that is what I paid for it originally. I don't want to go through this long process anymore, and would like to just keep the defective item. I never got my replacement and I am NOT requesting a new replacement OR a refund. I would simply like to ensure that I am not charged an additional $105.99 when I've already paid for this defective item and a replacement was never delivered to me.
Business Response
Date: 10/21/2022
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 the non-receipt of the replacement of your Air Circulator Fan and have reviewed it in detail. We regret the inconvenience caused.

I have fixed this error, and we won't be charging you again for the item. I also want to confirm that we don't expect you to return the original shipment.

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: 10/24/2022

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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