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

58,723 total complaints in the last 3 years.
22,099 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:10/04/2022
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.
Product was purchased on 12/29/2021 from Best Buy (an authorized Amazon Dealer/Seller) for $559.99 USD, plus FL sales tax of ****% - bringing the total to $599.19. During the first 6 months of using the product, the ** began to exhibit worrying signs such as the speakers randomly making loud cracking noises and not producing any sound at all. Upon contacting Best Buy, I was advised and transferred to Amazon by the Best Buy rep seeing Amazon is the manufacturer of the **. During this time, the ** had stopped producing the loud crackling noises/popping issue and was advised to contact again if the issue continued. About a month later, the ** became almost inoperable due to software glitches/freezing/sound issues once again. Upon contacting Amazon customer/technical support to get a resolution, after completing the basic troubleshooting steps - I was advised to contact Best Buy as they were the business that sold me the ** - however, Best Buy continues to send me back to Amazon. This ** has given me nothing short of many issues and complications and the process to get it anywhere near resolved after basic troubleshooting is near impossible.
Business Response
Date: 10/18/2022
Hello,

Thanks for your patience, In order to take further actions we need to some information related to product.

We will need to know what's the device serial number in order to identify the device. You can find that from the ** has a sticker on the back with the serial number (DSN) or you can check on the **'s box.

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:10/04/2022
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.
Several months ago, I went online to my account on Amazon Prime. My sign-on was stopped saying that I needed an OPT to be texted to a phone I no longer have. I had stopped the *** months before and this should not have come up. I have called customer service, given them the circumstances, and been told I need to scan my identification, etc. I do not have a printer or a scanner. I offered to give them my new cell phone number to no avail. I tried sending a copy of an old driver's license to the office at ********************** only to have it returned to me unopened. I have called over and over and over and been sent the same information which I cannot use due to both my incompetence in technicalities and lack of equipment to process the instructions. I have also asked them to cancel my membership and again the *** stops me from using the site so I can't do that, and they will not find any alternative solutions. I am 71y old and very frustrated and being billed for things had automatic refills even after I told them I had moved and no longer wanted to be a prime customer. My husband's health has been failing and I have all I can do to care for him and do not welcome this added stress. I have PISD and the stress has affected my mental health and added to the other situations that have been going on in my life. I am not saying that Amazon alone has done this, only that it has added to the stress. I even tried putting this aside for a few months, but I keep getting orders filled that I no longer want. I told them my new address and they send the items to my old address which doesn't please my former landlord or the people renting my old apartment. I just want this to end. I just want my membership canceled and all previous automatic orders cancelled. I just want this to go away.
Business Response
Date: 10/07/2022
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.

Please accept my sincere apologies for the inconvenience caused by this situation. As per your preference, I've canceled your Amazon Prime membership.

You'll receive a refund of $151.09 for the Amazon Prime membership fee. Refunds typically process within 3-5 business days and appear as a credit to your payment method.

I've also cancelled all your Recurring deliveries (Subscribe and Save) and orders won't be created further. If you wish to subscribe again in the future, you can reactivate your subscriptions from the Your Subscribe & Save page:

https://www.amazon.com/gp/subscribe-and-save/manager/viewsubscriptions

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,

*******************************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/04/2022
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.
Ordered 9/7- ****** Delievered 9/11 Returned 9/14 Return delivered to amazon 9/20 Expected refund date 10/16 This is taking entirely too long for an item they have received back into their warehouse over 2 weeks ago. I have asked if they could speed up this process and refund me so I can re order another wig and they have done absolutely nothing to help me. Im so sick of amazon. They sent a wig with lace glue all over the hairline, packed with sulfur 8 STANKIN and already worn, cut all up and matted yall. I returned it over a month ago but ** still waiting to be refunded and they had the wig back since 9/20 and telling me to wait until 10/16 for a refund. There is no reason why they have to hold my money for their mistake. The wig also had what appeared to be lice and they made me return this. I touched this wig with my bare hands.
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 16, 2022 for $121.26 .

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.

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

Regards,
******* Gajjala
Initial Complaint
Date:10/04/2022
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.
Purchased thru Amazon seller Infeet. Date of order August 16, 2022. Order # ***-4373972-8792239. Seller sent wrong color and refuses to send a prepaid return label. Product ordered was to be dark blue and a quality product. It is dark gray and not a good product either. The seller claims I have to pay return shipping costs. I reported them to Amazon for A-Z guarantee and it was refused because I refuse to pay the return shipping when it isn't my fault the wrong thing was sent. I also gave Amazon screenshots of the terrible ratings for this company. Those ratings have since been upgraded so it doesn't look quite as bad. I am not the only one this seller has pulled the return thing with. At the time of purchase I had an Amazon gift card of $60.50 and reward points of $1.75 that were applied to the order and the remainder was charged to my Discover card for $127.64. I have put a dispute on the amount to Discover which is still pending. I did NOT get what I ordered and it does not match the description as to color or quality of the product. The seller offered me a $20 discount to keep the product. I refused as it would have to be sanded in order to be painted the color I wanted and isn't good quality any how. Total order with $9.90 taxes was $189.89 and I need a PREPAID shipping label and full refund. It is currently sitting in original box in my closet taking up space.
Business Response
Date: 10/19/2022
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the order 112-4373972-8792239.We have contacted the seller on your behalf,kindly allow 2-3 days for us to revert back with an update.

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

*****
Customer Answer
Date: 10/26/2022
I have not heard anything from Amazon until today saying the case is closed. Nothing has been resolved. The $127 credit card dispute was credited back to my card by Discover stating it could be revoked by Amazon. I am still out $72 Amazon gift card and $10 in taxes. The cabinet is still in original box waiting for a PREPAID return label in my closet.
Business Response
Date: 11/23/2022
Hello,
We have researched this matter and confirmed that the dispute in question has been resolved between Amazon.com and the card issuer, as the dispute was closed in the customer's favor. Therefore, we will not be able to reimburse the customer further.Please contact the card issuer for more information about reimbursement for this purchase.
A confirmation was sent to the customer's registered email address on 2022-11-23.
Sincerely,
********
Amazon.com
===========
Customer Answer
Date: 11/28/2022

Complaint: 18167742

I am rejecting this response because: I am still out $62 Amazon gift cards and have a piece of junk in my closet taking up space waiting on a PREPAID return label.

****************************** High
Initial Complaint
Date:10/04/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an Amazon Prime account, but cancelled it several months ago. I found today that I have been charged ***** per month for a service that I cancelled.I called Amazon customer service today (10/4/22) to have the charges reversed and have reassurance that they will not continue. Originally, I just wanted to get a date for the cancellation in order to know which charges to dispute with my bank and which to leave be.However, Amazon's internal system architecture makes it impossible for customer support to obtain ANY information relating to cancelled accounts, making it impossible for them to rectify the situation. I have no fewer than six different charges with reference numbers that I gave to the support agent, and the agent was not able to see any of them. These are real transactions representing real money coming out of my bank account, but because they are related to a cancelled account, it is not searchable for their support agents.Repeated requests to speak to supervisors or any other department is met with the response: "I can transfer you, but first I need to verify your account." - a task which, as mentioned, has been made impossible.They actually advise customers to simply dispute the charges with their bank and even cancel their credit/debit cards to prevent charges that they can't stop. It is Amazon's mistake to continue charging for services they no longer provide and it is their responsibility to fix it - not mine.I am not the only person that I know that has encountered this issue, and it is difficult to see the inability to access information from cancelled accounts as anything other than purposeful. My account information still exists, and their custmer support should be able to access it.
Business Response
Date: 10/07/2022
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 unknown Prime charges and have looked into he issue in detail. The information you received was correct, your account has no active subscriptions and we will not be able to issue any refunds on this issue.

You might want to check first if the card was shared with any friends or relatives. We are not able to issue refunds on unverified third party accounts.

Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

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 further assistance in this matter.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/12/2022

Complaint: 18167025

I am rejecting this response because:

I firstly can confirm that no other party has access to my card information. I spoke with my bank, and they confirmed for me that these charges were all made as a result of Amazon seeking payment, and not as a result of any kind of request from my end. Secondly, banks have a cutoff date for how old a charge can be to dispute.

If Amazon is able to charge people account fees, they need to also be able to verify that the charges are legitimate. The very fact that putting in my information in the login screen yields a "this account has been cancelled" message is proof that I'm not a "third party" as was claimed in the response message. Or, if one does become a "third party" upon cancellation, then it should be made IMPOSSIBLE for Amazon to collect any money from that individual. Neither of these happened.

If my card continued to be charged, then there must be information regarding that charge in Amazon's records. If there is a record of the transaction, then there is some information of mine still kept after cancellation which CAN be looked up by someone in some department.

Sincerely,

***************************
Initial Complaint
Date:10/04/2022
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 order with ************************** never received the ******************************** will not resend the package & will not refund my money !!
Business Response
Date: 10/18/2022
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.

Were sorry to hear that you havent received your item(s) from order #***-1477703-4165859.
Based on the results of our investigation, we wont be able to provide a replacement/refund for this order at this time.

Amazon.com is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract.

This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

We advise you to contact **** in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Locker, in the future to avoid further problems.

You has been advised of this twice in the e-mails sent to you on Tuesday, October 4, 2022 at 12:34 PM (PDT) and Tuesday, October 4, 2022 at 8:17 PM.

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:10/04/2022
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.
Third part seller issued a refund but Amazon not honoring and holding my funds. Seller said get rid of parts Amazon say send parts back to get refund.
Business Response
Date: 10/07/2022
Hello,

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

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

I am sorry for the inconvenience caused to you with refund for your Amazon order #***-9588235-9227421. I've looked in to the details and I can see that A refund was issued to your original payment method on September 27, 2022 for $21.74.

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=***-9588235-9227421

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

Regards,
******* Gajjala
Customer Answer
Date: 10/13/2022

Complaint: 18166763

I am rejecting this response because:

Sincerely,
I have not received and the amount of time has passed.
*****************************
Business Response
Date: 11/01/2022
Hello,

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

I've rechecked the information on the information and I can confirm that refund is completed for the order.

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

http://www.amazon.com/gp/css/summary/edit.html?orderID=112-9588235-9227421

I would request you to please check the bank statement of the card for which you are charged for the order.

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

Regards,
******* Gajjala
Initial Complaint
Date:10/04/2022
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.
Complaint Details My company name is ******** Retail and this is regarding an ip complaint # *********** asin# BO6ZZY7TZN this complaint was filed by native union and they are claiming that my items are counterfeit with out a test buy. I have tried contacting ************ several times by the e-mail address provided in the complaint and get no response. I have tried calling all the numbers i could find for the business and get no answer. ( why would you allow native union to post a phone number in the native union profile that does not work ?) I do not believe my inventory is counterfeit and amazon / native union has not explained how my inventory is counterfeit. Infact i get no answers to any of my questions. how do you know that my items are counterfeit when you have not even inspected them ? Also, why do you and native union refuse to communicate about this issue ? I deserve an explanation since you are holding at least 3k retail value of my inventory . I have provided multiple receipts that should prove that my inventory is real.In response to my previous complaint you decided to reactivate the asin in question . However you did not explain why you decided to deactivate the asin shortly after you lifted the ristriction .with a new case number the new case that was started with the same problem is Infringement type: Counterfeit Trademark: ******* Complaint ID: *********** This issue is still not resolved . Former bbb complaint ********. I received no communication that gave me any details about This case
Business Response
Date: 10/07/2022
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 10/7/2022.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 10/08/2022

Complaint: 18166702

I am rejecting this response because:
I have already sent you the information in the previous case why do I need to send it again? You closed the previous case in my favor and then you reopened a new case over the same issue . Please review the previous case . And please communicate with me using details your previous communication in the bbb platform is almost too vague to follow . Also, I want to talk to you and the native union company in person over the phone . Why do you refuse to communicate with me over the phone ? Please email me to set up a time .
Sincerely,

******************
Business Response
Date: 10/12/2022
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on October 12, 2022.

Thanks, Amazon.com
Seller Performance
Customer Answer
Date: 10/13/2022
You are refusing to contact me over the phone to discuss this issue and I have sent the information you have asked for . Please email me to set up a time to talk over the phone .
Complaint: 18166702

I am rejecting this response because:

Sincerely,

******************
Business Response
Date: 10/20/2022
We have decided to reinstate the listing and an email was sent to them informing them of this decision on 10/20/22. Thanks, Amazon.com Seller Performance
Customer Answer
Date: 10/24/2022

Complaint: 18166702

I am rejecting this response because: you still have not directly communicated with me on this issue via a phone call like I requested . While you have reinstated my listing, you have not really been clear about why this was done . Last time in a bbb case similar to this one you decided in my favor only to reinstate the ip complaint the very next day. Once again in that case there was no communication as to why this happened . Also, while I have put in a removal order for my inventory, I have not received my inventory back yet .

Sincerely,

******************
Initial Complaint
Date:10/04/2022
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 11th April 2022 I placed $630 gift card on my account as above. On August 18th, 2022, it seems as though it was cashed out. As you can see from the emails below, I have been told this gift card has been cashed out and sent to my home address via cheque. I have been promised this many times as you can see but I have NEVER received anything. At this stage it seems as the money has been taken by amazon. Why has the cheque never been sent to me?I have been patient for many, many months and now I am going to formalize this. Amazon has taken my money, $630 in the form of credit and this NEEDS to be returned. I appreciate your consideration in this matter and expect a response and the return of my money immediately.
Business Response
Date: 10/19/2022
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 19 October, 2022.

Sincerely,

Rupsa
Amazon.com
Initial Complaint
Date:10/04/2022
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.
Hi, Amazon is the publisher of a game called Lost Ark. My complaint is about Amazon suspending my account from the game on September 3, 2022. I was falsely suspended approximately 1 month ago with the reason cited as "Cheating". After going through amazons support system to ask for details about why I was suspended I received an answer that accused me of receiving in game gold from RMT(Real Money Trading) sellers. I followed up by sending amazons support system all of the proof possible that I did not receive gold from RMT sellers and was met with automated replies from them. I also requested all of my data from amazon which I will attach in this complaint, which shows all of my game info and transactions. From this data you can see that there is no evidence of receiving RMT gold. I will also attach my purchase history which matches with the data and shows that I have been playing legitimately since the release of the game and making legitimate purchases. I have spent hundreds of dollars on the game and spent ****+ hours playing the game. I have not done anything wrong to warrant a suspension and would simply like my account to be unsuspended so I can play the game again. Account details:IGN: Sparta Server: NAE-Azena
Business Response
Date: 10/13/2022
Hello,

I am Nishith from Amazon.com.

I have checked with our team regarding this issue, Looking into the your account we have confirmed that you has received gold from a verified Bot/RMT account. RMTs are against our "Play Fair" Section (https://forums.playlostark.com/faq). With that said, your account request to have the penalty seems warranted, the appeal to have it lifted is denied.

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

Regards,
******* Gajjala
Customer Answer
Date: 10/13/2022
Complaint: 18166485

I am rejecting this response because:
Amazon has provided no evidence that I received gold from a "RMT" or "Bot" account. I don't believe I received gold from a RMT or bot account and provided my Mail history to show that. The only possible way I could have unknowingly received RMT gold would be through the auction house which is completely anonymous and it is impossible to see who is selling and who is buying things. In the case that I list something for sale in the auction house and someone buys it using RMT gold, it is impossible for me to control who buys things that I list and where they got their gold from, so it is completely unjust to suspend me if that is the case. The suspension length is also quite a strict punishment as I have no previous warnings or suspensions and have been playing the game since its release for thousands of hours and even spent hundreds of dollars on royal crystals in the shop. As a loyal player and customer is hurts to be treated so unfairly.
Sincerely,

***********************

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