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

59,406 total complaints in the last 3 years.
21,554 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:10/03/2022
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.
111-4006861-8896237 I can not pick up my order from the locker due to my account is being locked. Amazon charged me hundred of dollars for items that I can not pick up. Regular customer service can not help me since my account is locked, I do not have the items or refund for the order below. Please help restore my account, so I can obtain the items from the locker and access digital contents that I have purchased.
Business Response
Date: 10/18/2022
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.

Sincerely,

Amazon.com
Initial Complaint
Date:10/03/2022
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.
114-6110680-3544219 I can not pick up my order from the locker due to my account is being locked. Amazon charged me hundred of dollars for items that I can not pick up. Regular customer service can not help me since my account is locked, I do not have the items or refund for the order below. Please help restore my account, so I can obtain the items from the locker and access digital contents that I have purchased.
Business Response
Date: 10/18/2022
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Initial Complaint
Date:10/03/2022
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 was on the phone with a Logistics supervior at arounf 8:30pm est 7:30pm CT he refused to help me. Was being smart with me. And then put me on multiple silences and then periodlically with a smart a** remark attitude would check back in.Then after I would not hang up after being on multiple silent holds from him. he then hung up on me, after wasiting my time.
Business Response
Date: 10/09/2022
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 bad experience you had with our support.

I've shared the feedback with our team for the necessary action. We will look into it and make sure this is not repeated. I appreciate your time and patience.

Please help us with the order# or item you needed help with, I'll look into it for you for the resolution. 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:10/03/2022
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.
112-1803490-8332222 I can not pick up my order from the locker due to my account is being locked. Amazon charged me hundred of dollars for items that I can not pick up. Regular customer service can not help me since my account is locked, I do not have the items or refund for the order below. Please help restore my account, so I can obtain the items from the locker and access digital contents that I have purchased.
Business Response
Date: 10/18/2022
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.

Sincerely,

Amazon.com
Initial Complaint
Date:10/03/2022
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 called Amazon Logistics at 8pm est, 7pm CT about my packages that were not delivered to me with order numbers: ORDER # ***-5023126-3202611 / ORDER # ***-5336198-1561003 / ORDER # ***-4070151-1977803 / ORDER # ***-9598581-5433850 You will have to chcek all the notes and listen to the calls, I am not regergitating 8 hours of calls.Long short, when I called back tonight to have a driver go back out to retreive and deliver my packages as told me to me by a supervisor earlier in the day that thye would, I was then lied to, by a male supervisor and put on a 30 minute hold with hopes that I would hang up and not have to help me, then transferd me to a departmetn that did not deal with my issue and could not send out a driver as told to me would happene, by the earlier logistics supervisor only 3 hours prior. Only the logistics supervisor can do the driver send out, and he lied and said only customer service can. They gave my same package away to a different customer at an ******************** locker counter gut in ***************, when it was in *** hands, then in order to get my packages quicker had them shipped to my apt because it would be ***, however then Logistics grabbed my packages, when its explicit i do NOT WANT THEM TOUCHING MY ITEMS EVER. and it's been made known now for 3 years.I NEED IMMEDIATE AND EXTREME ATTENTION TO THIS MATTER
Business Response
Date: 10/09/2022
Hello *********************,

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

I've reviewed the complaint and understand your concern about the order delivery.

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

As per the update from the team, orders were delivered at the provided address.

However, the appropriate team has asked to file a police report on the missing orders in order to investigate further and take an action on it.

We'll not be able to take any action in this case from our end until the required reports are submitted to the appropriate team.

If there was any other alternative, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/03/2022
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.
114-3595396-5410638 I can not pick up my order from the locker due to my account is being locked. Amazon charged me hundred of dollars for items that I can not pick up. Regular customer service can not help me since my account is locked, I do not have the items or refund for the order below. Please help restore my account, so I can obtain the items from the locker and access digital contents that I have purchased.
Business Response
Date: 10/18/2022
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Initial Complaint
Date:10/03/2022
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.
A little over a month ago, my Amazon account was closed without warning after I requested a refund/replacement on an order which arrived not only open, but also empty. (Account: ******************** Upon delivery, the driver took a picture of the package and using the driver's own picture, one could see that the package was indeed open with no contents. I also had a good bit of fraud on my account due to the Amazon credit card being delivered (twice) to the incorrect address. So between refunds generated by me being victim of credit card fraud (the card issuer can voucher for this too) and the request for refund/replacement on a package that was open and empty (as shown in the driver's own proof of delivery photo) my account was subsequently closed. I then made a second account (under the phone number ************) just so that I could use my ***** compatible devices while in the appeals process, and that was also closed without warning "due to being connected to my other account". So now I cannot even use the devices which I have already purchased. I've made phone calls to customer and account ******************** and have n9w been told 3 times that the customer service rep agrees that my accounts were closed unfairly, and that an account specialist will contact me within ***** hours. I have now been told this on 3 occasions and no one has reached out. I need my accounts reactivated given the circumstance for my refunds (credit card fraud and a package that was delivered empty). I've been an Amazon user for ***** years and a prome member for most of that time. I need my accounts reactivated so I may continue to utilize the services and use my ***** enabled devices.
Customer Answer
Date: 10/04/2022
Hi, I have case ******** open and have a detailed to add to the complaint. I was told on Saturday by customer service - once again - that an account specialist would be getting back to me no later than Monday (10/3) and that the customer service representative I spoke to would check in with me no later than today (Tuesday, 10/4) at 11am to confirm that the specialist did indeed contact me. No only was I never contacted by an account specialist, but I never received the call from customer service to confirm or deny being contacted by the account specialist. At this point, this is just stupid. Can't even get someone to contact a customer who has an account that was wrongfully closed, where your own customer service reps agree that it shouldn't have been closed? Terrible communication and Amazon seems to have no ability nor desire to keep their word to people.

Business Response
Date: 10/18/2022
Hello ***********************,

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

I've reviewed the complaint and understand your concern regarding the account access.

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

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

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

Regards,
Arun

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

Complaint: 18162827

I am rejecting this response because:
Tentatively Rejecting. Even though my account was restored, apparently there's still an IP ban in effect, seeing as my girlfriend tried to make an account to use Kindle stuff, and her account was almost immediately closed for being "directly linked to my closed account". Just need to have this addressed and we will be all set, since it appears there's still an IP ban in effect
Sincerely,

***********************
Initial Complaint
Date:10/03/2022
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.
$6.57 should be credited to my gift card balance. I feel I was cheated on the return amount price change of the 25" machete, and I should be give a credit for the exchange of:Ordered on September 26, 2022 Order# ***-7694571-3480259 View or Print invoice Shipping Address ************************ ***************************************************************************************** Payment *********** **** **** Order Summary Item(s) Subtotal:$21.86 ************************* Total before tax:$21.86 Estimated tax to be collected:$0.00 Gift Card Amount:-$21.86 ORDER PLACED September 19, 2022 TOTAL $28.43 SHIP TO ************************ ORDER # ***-7596751-2963445 View order details View invoice Ordered on September 19, 2022 Order# ***-7596751-2963445 View or Print invoice Shipping Address ************************ ***************************************************************************************** Payment *********** **** **** Order Summary Item(s) Subtotal:$28.43 ************************* Total before tax:$28.43 Estimated tax to be collected:$0.00 Grand Total:$28.43 Refund Total$21.86 . $6.57 should be credited to my gift card balance.
Business Response
Date: 10/05/2022
Hello ************************,

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

I've reviewed the complaint and understand your concern about the order refund issue.

I've checked and see that you were refunded the amount as per the replacement item.

However, I see that the replacement item is not yet returned, please return the item and we'll get this sorted for you or else you'll be charged for the replaced item and refunded amount as well.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/03/2022
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.
I opened a business seller account and when I gave my banking numbers they promptly charged me the monthly fee when the account wasnt totally active. After a few hours on that same day Sept 26th 2022. I closed the account and made attempts to contact Amazon for a refund of the ***** that was charged to my credit card. I called Amazon and was told that the only way to contact the business seller team is to email them. The email I was directed to only gave me two options to reset my email and account termination which I used and added my issue in the comment section. I recieved an auto-reply email back stating that my account was terminated, which I knew because I closed it. There is no way to contact this ***** *** tried several other emails all directing me to the email that I had ****** sent which was only an auto-reply i would like a refund for the account *** and ******'s Handcrafts... *****. Thank you
Business Response
Date: 10/05/2022
Greetings from Amazon Services,

We understand that complaint is regarding the subscription fee refund.

We would like to inform you that we are working with the Seller on their refund issue through the case ID ***********.

Seller can contact us on the mentioned Case ID for further help on this.
Customer Answer
Date: 10/05/2022

Complaint: 18162671

I am rejecting this response because: I want to make it clear that the seller is Amazon for the business seller account and NOT an item or subscription from a Amazon seller

**************************************************
Business Response
Date: 10/18/2022
Greetings from Amazon Services,

Thank you for contacting us. Upon checking details related to the Pro Subscription Fees Refund, I see already seller has received communication over the case id - ***********.
We would like you to inform seller that the refund process is completed and no action required from our end. Our team has confirmed that the refund of $39.99 is completed.
For any other queries, please inform seller to reach out to seller support by creating a new case. To create a new case, click on the below link: https://sellercentral.amazon.com/help/hub/support
Customer Answer
Date: 10/18/2022

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.

***************************************************
Initial Complaint
Date:10/03/2022
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 returned a product back to Amazon, item was received by Amazon and when I did the return it states i will get my refund back within 7 days of getting the item, its been 7 days and now they tell me I have to wait till the 23rd of October Im attaching a photo where it says refund within 7 days of receiving item, they got it back on September 23rd and today is October 3rd which is 7 business days
Business Response
Date: 10/06/2022
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 have researched your complaint but wasn't able to find the Order number or the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

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
Customer Answer
Date: 10/06/2022

Complaint: 18162369

I am rejecting this response because: I emailed you back from the correct email

Sincerely,

*****************************
Business Response
Date: 10/13/2022
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.

Thanks for sharing requested information. Upon reviewing the order I see that the team had sent you an email on Monday, October 10, 2022 at 8:30 AM (PDT). Requesting for return refund wait time.

I request you to wait for the process to get completed and refund will be issued.

Once the refund is issued you'll receive the confirmation email to your registered email address.

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
Customer Answer
Date: 10/13/2022

Complaint: 18162369

I am rejecting this response because:no I will not wait, thats unacceptable, I was guaranteed 7 days after receiving and its been way beyond that time and an agent told me within 48 hours and still didnt happen, its a gift card I requested

Sincerely,

*****************************
Customer Answer
Date: 10/20/2022
m waiting for a refund for order 111-3179359-0853808 , apple MagSafe battery pack, I returned back to Amazon, the item was delivered to Amazon on September 23rd at 4:01pm tracking number 1ZE931F09023309167, I have screenshots from Amazon that my refund would be 7 days then 7 days turn into ******************************************************************************************* you will have it within ***** hours.. I have proof of all of this, now agents are telling me I have to wait longer, I just want my gift card credit, I dont want to have to take this to the attorney general
Business Response
Date: 10/27/2022
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 extremely sorry about the disappointment caused due to the delay in processing refund towards the return of Apple MagSafe Battery Pack.

I've escalated this and I've received an update that a full refund of $89.33 was issued on October 24, 2022 to your gift card balance. I see that you successfully used the gift card balance as well.

I hope this helps. We hope to see you again soon.

Regards,

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

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