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

58,749 total complaints in the last 3 years.
22,112 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:10/02/2022
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 a product more than a month ago when it showed up in their website at a much lower price. The order went through, few days later a tracking number was assigned but the product never arrived. A check on the order details said, the delivery is delayed and I can cancel if I want. Few days later, it said, the product is with the courier but could have been lost.Finally, yesterday I received an email from Amazon stating, " Amazon Refund Confirmation Hello P.A.,Weve received the item below and have issued your refund. Thank you for sending the item back. Your return is now ************** at the wordings such as "we received the item", "thank you for sending the item back" none of which are true; blatant lies. I contacted the Amazon customer service and the response I got was, "You cancelled it". It is pathetic that Amazon will put their reps, perhaps foreign based, in awkward situation with information that is blatantly a lie. I respect the right of the company to say that they have made a price error and decided to rescind an offer. But saying something that I have not and making employees to toe their lies is unethical, to say the least.
Business Response
Date: 10/14/2022
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 your Amazon order #***-4280498-0748248. Upon reviewing your comments in the complaint, I have forwarded your feedback to our internal team, so that they can look into it and ensure necessary actions are taken.

To help you with this, I would request you to please place a new order and once the new order gets delivered , please write back to us so that we can help you with the difference.

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

Regards,
******* Gajjala
Initial Complaint
Date:10/02/2022
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 purchased two sets of silk pajamas on Amazon's web site on Sep 16 for a total amount of $179.98, $89.99 each (ORDER # ***-5414298-6143451). Amazon offers free returns for its Prime Members, which I believe for years. Upon their receipt of the returned product (via **** Amazon's preferred method of returns), they deducted $18 as "restocking fee". I contacted Amazon to inquire about this deducted fee but was told that the product was damaged. The product was never used, in its original packaging and outside box, in its pristine condition same as it was received so I asked Amazon rep to provide a photo of the damaged product so we can ascertain it the product was damaged during transit and/or how it was damaged. They referred me to write an email to request an appeal. I did not receive an response for additional information. I promptly replied but the response was to submit an appeal again. I resent an email, including as attachments my previous correspondence but the response was one sentence: "we cannot process any restocking fee" but offered no details of any evidence that the product was damaged. I request your assistance in an investigation into this unethical behaviors of arbitrarily deducting fees without providing any supporting evidence and demand a full refund of $18 from Amazon. Thank you.
Business Response
Date: 10/25/2022
Hello,

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

I'm sorry to hear about the problem you've had with your refund. On this occasion, we cant refund the restocking fee because the item arrived in an unsellable condition.

Unsellable items are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an Amazon.com or seller error.

Please see https://www.amazon.com/gp/help/customer/display.html?nodeId&#**;****** for more information.

I found that you have received an email on October 1, 2022 with the Subject Line "Your Amazon.com Inquiry" advising you of the issue with your return. If you believe it's incorrect, youre able to appeal the decision. To appeal, please reply to the email mentioned with all relevant information. The specialist team contacts you within 3 days (72 hours) once your email is received.

Thanks for your understanding.
Customer Answer
Date: 10/25/2022

Complaint: 18156722

I am rejecting this response because the Amazon **************** rep failed to provide any evidence that the product returned was damaged. This was precisely my point of dispute. I shipped the returned product via *** in its original packaging. If product was not damaged and in fact, was never used. So if the product was received damaged, it may well be due to the damage in transit, in which case, I should not be responsible. Hence, it's imperative that Amazon provides a photographic evidence of the damage. The Amazon representative's response did not address any of this.

Sincerely,

*******************
Initial Complaint
Date:10/02/2022
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.
On Tuesday July 12th I ordered a Kindle Paperwhite. The Kindle was never delivered. I have been in the process of replacing this, not even refunding, since. I filed a police report as requested by Amazon. I was finally updated that my police report was processed and submitted the police report to Amazon on Friday September 30th. **************** reached out at 12:41 AM Saturday October 1st, saying that the ***************** was closed and they cancelled my replacement or refund request. I see no reason to elaborate on how intentionally dishonest it is to call a police station at midnight. Three hours later I received an email saying that my account was now closed. This was because "We have closed this account because you have consistently requested refunds for a large number of your orders". I was explicitly told by a customer service representative over the phone that I would not have my account closed for this, next time I'll get it in writing. I have asked in three separate emails to be notified what exact terms and policies I have violated because I would like a refund for my Prime subscription and gift card balance. My account was reinstated as digital only when I said I was never told what Terms and Conditions I violated. This makes me believe that I did not actually violate terms and conditions. I have been told that I cannot receive a refund because "This account was closed for misconduct. As a result, it is not eligible for a refund of the Prime membership fee."The word misconduct does not appear in the Terms and Conditions and I would like to know exactly what terms and conditions I violated for allegedly having too many refunds. I would also like my refund for the kindle that was never refunded or replaced.
Business Response
Date: 11/02/2022
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.

This is regarding your Amazon order #***-7243096-3453067. Please accept my sincere apologies for the inconvenience caused by this situation. Upon checking I see that your issue was resolved by our Escalation Specialist, *** as per the e-mail sent to your email address on Monday, October 3, 2022 at 3:03 AM (PDT).

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:10/02/2022
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 have been being charged for Amazon Prime for the last several years, even though my account should have been householded under my husbands Prime account. Twice they have switched me to my own account and began charging me without my knowledge. I have all the details of what I've been charged (almost $800 since 2015), and I am quite sure if it has happened to me, it has happened to thousands of others. I work in Information Technology and I can pinpoint where their programming has gone awry and began charging me. (I ordered a movie but the Amazon system failed to see that my email was in fact a householded Prime account and it began charging me anyway). I had it rectified the first time, and a year later they did it again, but instead of charging me the full annual fee ($107), they began charging a monthly fee of $14. Also, the 'charges' are hidden on a screen that I would never got to as I didn't expect I had an account. I believe Amazon knows about their issue, but choose to ignore it as it is lucrative for them, and what is a little guy like me gonna do? I've included my correspondence to them with my info ***, and I'm am not sure that I selected the correct Amazon address for this complaint.Can you help?
Business Response
Date: 10/06/2022
Hello,

I am Nishith 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 the Prime charge. I've looked at your prime information details and see that there is no household activated on your account prior. Hence we cannot take any action on the refund for this charge.

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

Regards,
******* Gajjala
Customer Answer
Date: 10/09/2022

Complaint: 18156482

I am rejecting this response because: Please see attached documents.

Sincerely,

***************************
Initial Complaint
Date:10/02/2022
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 September 28 2022 I ordered 2 items a ase for my oled switch and splatoon 3 for switch. On the 30th I got my switch case and a large bag containing a broken used ******** switch controller scotch taped shut containing no cords. I hate that I have to fight amazon tooth and nail to and wait 30 days to enter get my game or my cash. I am not the one who operates the system making these flawed decisions on the broken backs of "amazon" employees. Yet they can offer me no faster resolution timeline for this switch and bait than 30 days. I get constant sorrow and promises to do better but they never seem to care about how. As a result of the tenacity of amazon customer service to give me neither money or item means I'm going to be using ******* in its place for another year at least.
Business Response
Date: 10/11/2022
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.

This is regarding your Amazon order #***-8810006-9132213. Once the carrier has received your return package, it can take a while to arrive at our returns center. In most situations, returns will be processed by Amazon in 14 days. In some situations, it may take longer. If you haven't been issued a refund after 30 days, we ask that you wait until 10/30/2022 for us to investigate what happened to your return. Please don't file a charge-back till then.

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:10/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number: 112-0508111-0997037 I didn't approve of this purchase. I asked customer service to cancel this erroneous order long before the shipment. Amazon has this record. But it was still sent to me. I contact **************** again. They say it is nonreturnable and they will not refund it.This is just wrong and it is forced selling. The website is also very confusing for a shopper..I hope bbb could help me get this right.Thanks.
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.

This is regarding your Amazon order #***-0508111-0997037. Please accept my sincere apologies for the inconvenience caused by this situation. Upon checking I see that the item is non-returnable so we're unable to offer a refund at this time.

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:10/02/2022
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 the order on Sep 30th for Dyson v12, while I put in the wrong address of the order. Today as of Sep 2nd, Amazon sent me an email for not deliverable, then I realized I filed in the wrong address for the order. I contacted them and was notified they will just return to the warehouse. I would like to complain that as the whole return process went through Amazon, and I thus have no access to the package. They are trying to retain my money for 30 days after the item went back to warehouse. I am here writing to request an immediate refund for my order, the amount of which is *****.
Business Response
Date: 10/25/2022
Hello Fangzhuo,

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 issue with your order 114-0662666-4069820.

Since the tracking shows the package is undeliverable, I've requested a full refund of $629.50 to the original payment method used. I'm sorry about the delay.

This refund of $568.76 will be processed with in next 3-5 business days to your **************** card and $60.74 will be processed to your gift card balance with in next 1-2 hours.

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

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/02/2022
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 had purchased a Bissel Steam/Vac mop (Order 113-8790599-0479433) with 2 year protection back in *******. I chatted with a representative a few weeks ago advising it was defective (no longer steams) and asked the process to get it fixed or replaced. The agent told me he would process a refund back to my original method of payment without having to return the item. 3 days later I saw no credit so called back and was told to wait additional 3-5 days. I still had not received the credit after this time frame so I chatted again and was advised the previous rep lied to me and no credit was processed and they could not do it either. The supervisor I spoke to additionally lied to me when she said they would terminate the agent for falsely advising a refund was processed, and refused to work with me and abruptly ended the chat. I request the refund of $159.74 that was promised to me. Either as a credit to my credit card as was originally promised, or a gift card. Screenshots of the conversation are included.Thanks for your time
Business Response
Date: 10/06/2022
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 your Amazon order #***-8790599-0479433. I've looked at your order details and see you received the Bissell, 2747A PowerFresh Vac & Steam All-in-One Vacuum and Steam Mop on Tuesday, November 3, 2020 and the return window for the order has been expired.

And I see that you've purchased a ASURION 2 Year Floorcare Extended Protection Plan. To file a claim for the item covered under this plan, you'll need to contact the warranty issuer directly. Here's how to reach them by phone or email:

Asurion Customer Service

Phone: **************

E-mail: *********************************

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

Regards,
******* Gajjala

Customer Answer
Date: 10/06/2022

Complaint: 18156170

I am rejecting this response because the previous rep promised me a return to my original method of payment.

Sincerely,

***************************
Initial Complaint
Date:10/02/2022
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 try to log into my amazon account and I got a message that said my account was closed. I went to go check my email and it says amazon "has closed my account because they have records that show that they have closed another account for violating terms". This makes absolutely 0 sense because I have been using this account for nearly 4 years, and I have more than 500 orders on it. I have never opened another amazon account. I have been using amazon prime for the last 4 years since I started school. This is infuriating and extremely unprofessional because I have amazon devices at home that I am also not able to use. I have never opened another account so this seems like a mistake. Can I get some help on this.
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.

We notified the customer of this decision by email on 18 October, 2022.

Sincerely,

Rupsa
Amazon.com
Customer Answer
Date: 10/18/2022

Complaint: 18154494

I am rejecting this response because:I received an email stating that I have another account, which is completely false. I have never once opened another account. According to the terms you have to be 18 to open your own amazon account. I turned 18, started a prime student membership and opened an account. This account is the ONLY account I have. I have made over ******* orders within the last 3 years. Amazon has made a mistake by saying I have another account. I have amazon devices I have at home which I am unable to use right now due to this mishap. I'm requesting amazon to relook at this issue, because this sounds extremely fraudulent. I have one amazon account under my name. I have also attached the email that I received below. I'm highly disappointed with the company I have provided my loyalty and business to for the last 3 years. Amazon has not only set a bad name for themselves, but have been unprofessional by providing the same response to the email, and have also basically made all my amazon devices useless. I'm very dissatisfied with this, and I truly don't want my peers to go through a company where I can't even get help on an error due to the company's fault. Please look into this and fix it.

Sincerely,

Aryaman Ravi
Initial Complaint
Date:10/02/2022
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 have lost hundreds of dollars from Amazon through their pick up service. I set up for pick return on 4 items. They picked 2 items which were 2 beds and refunded me for a chest and TV stand which they still have not picked up. I called several times to explain that they have the beds and they refuse to refund me claiming they do not have the beds. The last person claimed that the beds were never even delivered in the first place. This is unethical practice. I have proof that they refunded 2 items which are still in my possession. On an occasion before that they picked up an item to be returned to another store for 300 and left the Amazon labeled pick up box with a 50 dollar item. I called to explain that the wrong box was picked up and they stated that they would track it and send it back. They never did and refused to compensate me even when they promised they would. I am sick of this dishonesty and customers need to know
Business Response
Date: 10/25/2022
Hello,

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

Were sorry to hear that you havent returned your beds from order 113-7891845-0448220.

Based on the age of the order, we won't be able to provide a refund for this order at this time. As an alternative, we recommend that you contact the manufacturer for any assistance with warranty, replacement, or refund information. You can find the manufacturer's contact information here:

https://www.amazon.com/dp/B07PSJPNLZ

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

Regards,

******* G
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/29/2022

Complaint: 18156051

I am rejecting this response because:
Amazon picked up items and have them in their possession that they refuse to refund me for. The items they refunded me for in error are still not picked up. The response they gave made no sense to my issue. Basically if they would take the time to investigate, they would realize they picked up the items and have them. This is unfair and as a customer, i shouldn't be in the position where my money is taken without any resolve.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Amazon.com

Amazon.com

Amazon.com

Amazon.com

Amazon.com

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Amazon.com is BBB Accredited.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.