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

58,722 total complaints in the last 3 years.
22,155 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:10/05/2022
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.
In October 2021, the company I work for made a purchase mistakenly using my personal credit card. I reported this as fraud when I saw the purchase on my personal statement and my credit card company issued a provisional credit. After realizing what happened, the company I worked for paid Amazon with the correct card and I reported the error to my personal credit card. The charges were then added back to my personal credit card even though Amazon had already been paid by the company I worked for and the provisional credit was released back to Amazon on December 6, 2021. I contacted Amazon to report this information and they have declined to issue a refund to my personal credit card after now being paid twice for the same order. I have confirmed with my credit card company that Amazon was indeed paid for the order with my card.
Business Response
Date: 10/14/2022
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'm sorry about the inconvenience this whole situation may have caused.

I've forwarded this to our payments specialist team and they have informed that the initial payment dispute towards the order 112-2294956-6124264 was received by Amazon on October 25, 2021. The dispute was closed in your favor on October 29, 2021. On November 2, we received to charge the correct card and the requested card was charged.

As per the payments team, no challenge was sent to your payment issuer from us and no further refund is due.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/18/2022

Complaint: 18170574

I am rejecting this response because: After the initial provisional credit and payment with the correct card, my credit card company rebilled my card for those Amazon charges and has confirmed that Amazon was indeed paid again for that order with my personal card on December 6, 2021.

After my original dispute with Amazon directly, I contacted ******* again and they sent the attached letter in my original complaint dated 9/28/2022. They have provided verification that Amazon was indeed paid from my personal credit card after the order was paid for the second time.

Please see the attached letter from TD Card stating that Amazon was paid. The second merchant was able to look at their accounting records and find that they were paid, even though initially they also believed they had not been.

I would ask that Amazon look at financial records from December 6, 2021 to find where they were paid by TD Card after the order had been paid for with a different card.
Initial Complaint
Date:10/05/2022
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 - 701-6769910-5772231 I placed this order and they sent me the WRONG item. This is nothing that I ordered. I have gone thru h*** with their OVERSEAS head office to get this replaced with the right one. They want me to request a return and place a NEW order. I have no problem, but this delays the delivery of my order that I am supposed to get in TWO days. Then I get my money back 15 days after they get their package and finally I have to TAKE this BIG package to Canada Post.WHY DO I HAVE TO DO EVERYTHING for mistake THEY have made. Pure use of might and power.
Business Response
Date: 10/11/2022
Hello,

I'm sorry to hear that you received a wrong item instead of SHW 46-Inch Mission Desk with Side Shelf, White. Since the correct item shows as delivered, as previously requested we require a photo of the wrong item that was delivered by the carrier. We're unable to take action until we receive the photo.

If you haven't done so already, please take a photo of the shipping label on the package, the wrong item received, the condition of the box, and any other barcodes that *** be present on the wrong item received. The information can be visible in one photo, or sent as multiple photos. Next, please e-mail the order number and photos in .jpg file format to us.

Please note the e-mail must come from the e-mail address belonging to the account that made this order.

Please allow 3 days for us to review once you have submitted the photo.

Thank you for understanding.
Customer Answer
Date: 10/12/2022

Complaint: 18170588

I am rejecting this response because:
I sent the photos from the email that is on the account and also note that they have NEVER provided any INFO as to where to send it. No Email etc.
Secondly, they have NOT sent me the right one as I placed a new order. This company has a habit of showing they are strong and powerful. They KEEP people's money even though they know they made a mistake. They take the MONEY the day they take the order, we get OUR money back after **** business days of them getting their item.

THEY SENT THE WRONG ITEM, WHY DO I GO THRU THE ***** The person who made the mistake, gets paid. This person that responses, gets paid. What do I get? ***** Double standard at its BEST.

Sincerely,

*************************
Business Response
Date: 10/28/2022
Hello,

I'm sorry to hear that you received a wrong item.

You can return the item for a refund within 30 days of the date you received it. Please mail your package back using the return label provided in our ********************* (http://www.amazon.ca/returns) or by clicking the following link:

https://www.amazon.ca/gp/orc/rml/D4SZ4VJcRRMA

In most cases, after the carrier has received your return package, it can take about two weeks for us to receive and process your return. Please note that international returns may take longer.

We hope to see you again soon.
Customer Answer
Date: 10/28/2022

Complaint: 18170588

I am rejecting this response because:

The problem is I don't have a CAR to go and take the package back to the POST OFFICE. This is my complaint. I have called many times and apart from insults, nothing else. It takes more than an hour waiting at the ************ Why should I have to wait and carry a heavy item and take it to the ************ Why do I have to wait for the package to be delivered back to them for THEIR fault. I won't see my money for days.
This is the problem, BIG company doing whatever they want.

Sincerely,

*************************
Initial Complaint
Date:10/05/2022
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.
Amazon has disabled my account, without any hard justifications. I called to re-enabled my account, they asked for last 3 items I've bought, on-flied credit card, and an item on the shopping cart. I provided the on file credit card, and the last item I've bough. Since it has been over a year for the other two items, there's no way I can remember that. I can also provide order number, and the exact dollar amount on the last 3 items I've purchased, as my have my credit card statements as proof of purchases. And they would not re-enable my account. Now, I've bought a perpetual software, Taxcut 2021 using my account. They download link and key is only accessible through my account. I have my credit card statement, as proof of purchase, and Amazon is preventing me using something I've legally bought. Why?
Business Response
Date: 11/14/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 14 November, 2022 confirming account reinstatement.

Sincerely,

Amazon.com
Customer Answer
Date: 11/19/2022

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. And THANK YOU very much for working with the business to resolve this. This REALLY meant a lot to me, to have my account back, with all the historically information.

Sincerely,

*************
Initial Complaint
Date:10/05/2022
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.
Last year I called Amazon requesting to cancel a prime video service I never signed up for , the money was refunded to my account around august of 2021 . Amazon ignore my request and automatically started to charge my account the following month (09/21 ).I realized that I was being charged this year when my account was overdrawn . I called Amazon to dispute the charges on 10/5/22 , they only agreed on refunding 6 months . I dont watch prime videos . I dont understand why Im being charged for a service I requested to cancel over a year ago . Thank you
Business Response
Date: 10/17/2022
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'm sorry for the experience you had with your recent subscription. We pride ourselves on resolving customer concerns quickly and accurately and I'm sorry this didn't happen when you contacted us earlier.

I have successfully issued a refund for 6 months of $8.99 to your original payment method for the Starz subscription. Processing takes 3-5 business days.

The refunds will show in 6 increments of $8.99 for a total of $53.94.

To view and manage digital subscriptions you've purchased with Amazon, go to Your Digital Subscriptions in Your Account:

https://www.amazon.com/yourmembershipsandsubscriptions

Select "Manage Subscription" to see full details for a subscription, including billing information, auto-renew settings, and a cancellation option:

--Select "Change" next to your payment method to change the billing information for your subscription. You can switch to any credit card saved to your Amazon account.
--Use the "Auto-Renew On/Off" option to stop the recurring charge for your subscription or free trial before the renewal date.
--Select "Cancel Subscription" to cancel the subscription.

For more information, go to:

https://www.amazon.com/help/digitalsubscriptions/manage

Thanks for choosing Amazon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/05/2022
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 received a notification from Amazon stating - "You have a separate account Jus*********gns which was enforced for violating one of our policies. As a result, you may no longer use the Lucky Cosmo Designs Selling account to sell on Amazon.com." I do not own another account on Amazon or anywhere else. I have submitted my tax returns from the last 3 years showing my business is registered and I pay taxes under my name, and only my business name. I am not associated with any other business as they are accusing me of. They are refusing to open my account and telling me what I submitted is not good enough. I am submitting documentation with my Social Security number and registered business name that I have paid taxes under. I do not understand how this is not proof enough that this is my only business that I have and I am not associated with any other business like they are accusing me of. I would like my account to be reactivated.
Business Response
Date: 10/25/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We took this action because our records show that this seller lost their Amazon.com selling privileges under another account. Once we remove selling privileges, sellers are not allowed to establish new accounts.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges on June 24, 2021. We notified the seller of this decision by email on that day.

Due to the proprietary nature of our business, we do not provide detailed information on how we determine that accounts are related.

Sincerely,
Seller Performance Team Amazon.com
Customer Answer
Date: 10/31/2022

Complaint: 18170126

I am rejecting this response because:
- Lucky Cosmo Designs is not linked to any other accounts

- I do not own multiple selling accounts

- I have submitted my tax returns for the past few years which clearly show Lucky Cosmo Designs is owned by and registered with *******************************. I pay taxes to that business and ONLY that business.

- My tax returns show I ONLY own Lucky Cosmo Designs and not any other businesses.

- Not only do I pay taxes under ************************************************************* I also have all of my bills here - rent and utilities (attached)

- Old addresses -
2555 ***********
Apt 806
*****************, ** 77640

62-60 ***********
Apt 826
**** Park, ** 11374

7 *******************
*******, ** 12564

- There is no reason why my account should not be able to be reopened. I submitted more than adequate information.

- JustBeDesigns is NOT ASSOCIATED with me

- JustBeDesigns is NOT REGISTERED or listed under my tax returns as my business

Sincerely,

*******************************
Initial Complaint
Date:10/05/2022
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 offers items for sale, which it does not assure the items are authentic. Consumers purchase items from amazon which they consider reputable only to find later that the items are not authentic or "knock offs". Amazon return/refund policy says items will be refunded within **** das upon receipt of the item. However, I have an item that is not 15 days out, a knock off item, that has not been refunded. When I spoke to amazon this morning for the second time to a person in a distant land I was told Amazon no longer honored the **** refund. Refunds now take 30 days to process. However, no where in my amazon returns/refunds or consumer account does the information reflect a 30 day return policy. I have screen shots of all conversations with amazon employees, as well as the original tracking information and screen shots of all of the return/refund information confirming the **** day policy.
Business Response
Date: 10/18/2022
Hello,

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

I've checked the information with our internal team and confirm that a refund is processed for the order.

A refund was issued to your original payment method on October 15, 2022 for $415.83

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

http://www.amazon.com/gp/css/summary/edit.html?orderID=113-0008520-1064249.

Usually the refunds are issued with in 7 days after the return is received/delivered at the returns center. However, for some items it may take up to 30 days for the return processing to be completed. You can find that information here:

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

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

Regards,
*****************************
Initial Complaint
Date:10/05/2022
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.
This complaint is in regard to a seller on Amazon. Seller info: OBBOLLYSstore. This seller is not honoring the 1-year warranty. I purchased a recliner on May 8, 2022. The refund period is 30 days. Which is not enough time to break into the chair to test comfortability. I understand that I have exceeded the refund period, but not my 1-year warranty. The seller only replaced the base of the recliner but refuses to replace the back of the recliner under warranty. I've provided photos to them. They keep coming up with excuses and are not honoring the 1-year warranty. I can feel the springs on the base of the chair as I sit and the back feels hard as if I'm reclining on a piece of wood. It turns out that the back part of the chair (the part where you rest your back) all of cushion that's inside the chair has shifted to one side so the other side has not cushion. The seller at Amazon, OBBOLLYstore, a seller at Amazon is not honoring the 1-year warranty so I'm left with a defective recliner.
Business Response
Date: 10/08/2022
Hello,

I am Mahendra 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 with Order ID: *******************. Upon reviewing the complaint I see that the seller is ready to help you in it.

As per your request seller is already sending you replacement with tracking number is ************, its scheduled delivery date is 10/7/2022.

The same information was shared to you through email, I request you to check the email inbox .

To get more information about replacement you can reply to seller email to get further details

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

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

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/05/2022
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.
Amazon Prime changed their format (a new look they called it in an email we have) on August 14th 2022. Before the change we could delete movies we didn't like or watched up near the end just before the credits started, but with the new look we can't. I have complained twice to customer service and both times was told I would receive email telling how this could be resolved. I am still waiting. A pic showing movies we can't even watch because a subscription is needed to rent or buy is attached to this complaint. Time is worth money and Amazon Prime has definitely wasted mine so as reparations I would like them to fix this. I believe by telling your credible service that you'll take action and warn them to heed my request. Sincerely, A concerned customer
Business Response
Date: 10/08/2022
Hello,

I'm sorry you are experiencing difficulties. In order to better assist you, I would like to ask you to elaborate the issue in detail.
Initial Complaint
Date:10/05/2022
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.
An order of 3 products was placed on 10/4/2022. It was noted on the Amazon site that the items would be delivered on 10/4/2022. Even though it was already guaranteed on the site and I have a prime membership, I paid the extra $2.99 to have another guarentee that the order would delivered on 10/4/2022. Amazon separated the dish soap from the order and did not deliver it. Therefore the money paid for the dish soap and the delivery fee should be refunded. Also, the man on the phone who represented Amazon was unprofessional and would not say his name. He had a heavy accent and screamed at me to call back. I asked him nicely to connect me with someone else and he screamed "go back" . I asked nicely for his name and he yelled "go back" several times and then hung up on me. I have lost faith in Amazon.
Business Response
Date: 10/08/2022
Hello,

I am Mahendra 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 with Orders:- 112-2019729-0564217 & 11-21960683-6124215.

The shipping of items depends on item availability at different fulfillment centers. That is the reason the shipping charges will be applied which will be shown at checkout.

The customer service agent should have explained you with complete information. I'm sorry for that.

To help you with this issue I've issued refund of $2.99 to your original payment method.

You'll receive the refund with in 3-5 business days.

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

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

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/05/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I've received a product authenticity complaint by mistake but it still affects my account. For the first time Amazon requested an invoice to prove products' authenticity, so I've provide it. I've submitted invoice with the information about ASIN on Amazon and product itself for four or five times, but the Seller Performance Team keeps rejecting it applying on different grounds each time. Invoice corresponds all requirements of Amazon, it contains information about our supplier, about me as a buyer, and of course about the product in question. Moreover, invoice contains date of purchase, invoice number, the bank of payment, and the logo of the supplier. Amazon could find all information about supplier via official website provided on the invoice and reactivate my listing, but rejected. Please, contact Amazon and request to reactivate my listing since I've provided the full pack of information that was inevitable for reactivation of the listing. Moreover, this listing's rate is good! Customers are happy with products received, so this complaint was received definetely by mistake. I ask for your help since I couldn't achieve any results all by myself.I hope that information provided above will be useful for Amazon as well. Best regards!
Business Response
Date: 10/09/2022
Hello,

We have decided to reinstate this sellers ASIN.

We sent an email to the seller informing them of this decision on10/09/2022.

Sincerely,

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