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

58,721 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:10/01/2022
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 had a package that says delivered 9/23/22. The package was not delivered or wasn't delivered to the right place. I contacted Amazon several times on this. They were rude, ended chats & hung up on phone calls without answering my questions. They suggested I contact ***** I did. They said the package was not found. They also said they cannot file a claim because Amazon doesn't insure their packages. I am at a loss of $88.09. That I cannot replace. Items in this package was to make Halloween costume for my family for my daughters second Halloween but first Halloween going trick or treating. I think they treated me poorly, unkindly, and made money off of me. They should have mailing insurance set it place. I cannot replace $88.09. Not to mention that one item is no longer on sale so it would be another 24+ dollars added to my purchase to repurchase. I want a refund or a replacement. They are a business. They send things through the mail. They should have insurance provided at no extra cost to the customer through ********** or any other mail/package delivery service. This is unacceptable. Amazon claims they are not reliable. I do not blame them for my package not arriving. I blame **** for losing the package. I also don't fully blame **** because they can't refund something without insurance.
Business Response
Date: 10/04/2022
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.

Were sorry to hear that you havent received your item(s).

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 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.

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/04/2022

Complaint: 18154872

I am rejecting this response because: Amazon should have insurance on all their packages if they are going to blame the delivery service.
USPS cannot locate package. They cannot submit a claim because the package has no delivery insurance.

Sincerely,

***************************
Initial Complaint
Date:10/01/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 2 **** gift cards from Amazon.com on 9/24/22. The package arrived on 9/27/22 but as I opened the envelope it was empty. As I contacted Amazon on the phone and the agent told me to file a police report which I did and got approved the same day. Im still having trouble getting my refund after police report. Please help me resolve this.
Business Response
Date: 10/14/2022
Hello,

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

We have checked the information with our team. Police reports must be verified over the phone or with report link/url. Please contact us back during the police department's normal business hours.

Without getting a confirmation on the call or the link we cannot take any action further on refund.

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

Regards,
******* Gajjala
Customer Answer
Date: 10/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********************
Initial Complaint
Date:10/01/2022
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 ordered a sink on August 31, 2020 from Amazon and was charged for the item. When I saw that it was marked as delivered 9/14 and that I had not received the item. I contacted Amazon and was informed that it was indeed not delivered but they routinely mark items as delivered even though they are not actually delivered. I was told to wait an additional 2 weeks after which a refund would be issued and when I contacted Amazon at that time I was told a refund was going to be processed as promised, only to be followed the next day with an email stating that I should wait an additional 14 days before a refund would be even considered. After 30 days I have no refund, no product or tracking information, was not informed that delivery would take an extended time period from the beginning and did not have the opportunity to consent to that option. I thought that after 30 days I am entitled to a refund and do not think that claiming to deliver products that have not been actually delivered represents a reasonable business practice as indicated by Amazon supervisors as a routine business practice.
Business Response
Date: 10/04/2022
Hello *******,

I'm Aqeeb 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. I am sorry to hear about the delay in refund for Order No: 112-7241348-0069019

Rest be assured, a full refund of $97.52 has been processed to Gift card balance

You can check the status of your return in Your Account, here:
https://www.amazon.com/gp/orc/returns/history/view

We appreciate your business and hope to have the opportunity to serve you again in the future. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/01/2022
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 bought a gift card on September 6,2022 I had $470.00 added to the card I went to amazon.com purchase two power wheels for my babies mind hit took two yrs to save that so I paid for it with gift card it said it would b here the 12 of September it never came then I call Amazon they locked my account never sent the items I called the said they needed proof of purchase (it's a gift card u have to put money on it or it don't work) do I sent the info talked to several people they kept saying someone would call back in ***** he it's been 3 weeks and no call still don't have my power wheels my babies are crying and I only get SSI so that's a lot of ********* want my power wheels please that's all I want like this crazy I call everyday and they say the same thing or put me on hold for 4hrs just to hang up then they say I'm just a person I can't do anything but won't let me talk to anyone who is like the owner so I can get my items
Business Response
Date: 10/18/2022
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 18/10/2022.
Sincerely,
Amazon.com
Customer Answer
Date: 10/24/2022

Complaint: 18154345

I am rejecting this response because:
We have sent them our receipt and card and everything they just keep saying the same thing
Sincerely,

*******************************
Business Response
Date: 12/01/2022
Hello,

I'm *********************** 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 return of the item purchased on our website. The e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address.

If your e-mail address has changed, you can update your information by visiting Your Account (*******************************************) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.

If you're not sure what e-mail address your account is under, please contact us via phone:
**********************************************************

I hope this helps. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 12/06/2022

Complaint: 18154345

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 12/09/2022
It's not an email I signed in as a guest the phone number is no longer in service buy its **********
Business Response
Date: 01/31/2023
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 am sorry to hear of the inconvenience that you have shared with the Gift Card balance and your account being on hold. We need more information before the account can be reinstated, and this cannot be done over an emailed complaint.

As a result of your inquiry regarding this action, we reviewed this case and our decision thoroughly and have come to the same conclusion. We will not restore this account before the ownership can be verified.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

We cannot share any additional information about our investigation methods, findings or this decision.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 02/04/2023

Complaint: 18154345

I am rejecting this response because:I can't contact Amazon or get threw to anyway I have sent everything they asked for

Sincerely,

*******************************
Business Response
Date: 03/01/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/3/2023 confirming account reinstatement.
Sincerely,
Amazon.com
Initial Complaint
Date:10/01/2022
Type:Delivery 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've reached out previously about your delivery teams and there is no improvement. In coming across today's delivery person, they were extremely rude and lied about having to deliver the packages to our doors stating, "they don't have time" as if thats not their job. They fraudulently placed a whole separate building's packages in our mail room and those occupants had to drive over and get their bags of packages. What's the point of putting delivery instructions if they're just going to put the bags anywhere they want? Outside the elevator, in a pile in the mailroom, even outside the apartment complex gating.Either the delivery person was lying and I have to question Amazon's training or they're telling the truth and I need to question whether Amazon is giving the right resources to deliver properly.This has been going on for months, when will there improvement?
Business Response
Date: 10/30/2022
Hello *******,

I am **********;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.

We apologies for the inconvenience caused with delivery of your packages.

We have forwarded the feedback to the relevant delivery station. Also an investigation has been initiated for same.

We hope to see you soon.

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

Regards,
*****
Amazon.com
http://www.amazon.com.
Customer Answer
Date: 10/31/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:10/01/2022
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 placed an order with them for two different items, and I was charged twice for both items. I've tried reaching out to customer service twice, and they insist that I was only charged once for each item, and that what I am seeing is a pre-authorization. That is not true though because I called my bank and verified with them that the charges in fact had been posted to my account. Amazon is not willing to work with me at all on this issue. I've even contacted the merchants that I bought from, but there is nothing they can do because they are third party sellers and all transactions go through Amazon.
Business Response
Date: 10/06/2022
Hello ****,

I am Aqeeb 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've reviewed your complaint and apologies for the inconvenience caused with charge on your Orders.

After reviewing your account and your Order No: 112-2964186-3426600 , Order No: 112-0267370-3262611. I see that We only charged you once for your order.

When you place an order, we contact your bank for a purchase authorization to verify your card / checking account but don't actually charge you until the order ships. Some banks may hold funds in your account for these authorizations. Orders from our Marketplace sellers may be charged at the time of purchase.

You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.

If your card issuer isn't able to confirm, please ask the transaction IDs (9 digit alpha numeric) for both charges so we can locate further and share details accordingly.

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

Regards,
*****
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/06/2022

Complaint: 18154274

I am rejecting this response because: I have proof that I was charged twice, and I feel like Amazon is calling me a liar now for the third time. I expect them to refund both double charges as soon as possible. They may not be showing up on their end, for whatever reason, but they are most definitely showing up on my checking account as charges, not Pre- Authorizations! I am struggling enough with other issues, so to have this problem with Amazon is ridiculous. I expect this issue to be resolved with the outcome I have suggested. They need to look at the proof and go from there. Stop ignoring the facts! I want my money refunded, and that is the only outcome that will work for me.

Sincerely,

*****************
Initial Complaint
Date:10/01/2022
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 order 2 outdoor covers from Amazon they charged my credit card took a picture that the package was delivered .. but this is not my house . They were rude on the phone dont want to credit me back my charge or replace my items .. They think this right that should pay for something that I haven't received . I would like ro resolve this problem
Business Response
Date: 10/13/2022
Hello *******,

I am Aqeeb 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.

We're sorry for the inconvenience you've had with your Order No: 114-6775751-5789853

After reviewing, I assure you it is marked as delivered on Monday, 26 September. Were sorry to hear that you havent received your items from Order.
Based on our investigations, we aren't able to provide a Refund or replacement for this order at this time.

You may wish to contact your local police authorities to pursue this matter further.
If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with the police report number, link, or URL to the police report.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/01/2022
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.
To whom it may concern:I would like to take a moment to say that customer service in the last few months have gone down with Amazon. I am at the breaking point of canceling my subscription to Amazon that Ive had for several years. I returned a computer on September 6 and was received at the facility on September 7. Today is October 1 and yet I have not got a credit on my account. The computer was left outside my home underneath no shade and no protection it rained an hour after it was dropped off by the Amazon driver. When I say rain it was monsoon rain in *******. What baffles me is I spoke to a representative on several occasions and each one gives me different stories. Last Friday I spoke to a representative and I have a screenshot that said that my transaction would be credited back to my account from 3 to 5 business days. I waited and nothing was put into my account Im paying interest for an item that has been returned for over a month now . make things worse I called yesterday before I went to work. I spoke to a pleasant lady will transfer me to the correct department. The person that I spoke to after her was extremely rude have a hard time understanding her because of her heavy accent she had me repeat the same questions twice I kind of feel like she was even doing it on purpose cause I was in a hurry to get it to work. She said the person that transferred me to her didnt do her job right and thats why she had to verify me again. I asked her to transfer to another supervisor and now her supervisor was asking me the same questions that she had asked me and I told him ***** already verified with the lady before you and the one before you he goes if you are not going to verify yourself then have a great day and slam the phone. I dont understand the slack of unprofessionalism from a supervisor moving forward I dont have my refund I called my bank to dispute the item and I will be canceling my subscription . I will not support bad customer service
Business Response
Date: 10/11/2022
Hello,
We have asked the card issuer to close the customer's credit card dispute in their favor. They should have already received a refund of $346.43 on their credit card. For any further information, please contact the card issuer.
We sent a confirmation to the customer's registered email address on 2022-10-11.
Sincerely,
********
Amazon.com
===========
Initial Complaint
Date:10/01/2022
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.
Details of the complaint are found in attached pdf document entitled Amazon Weize Battery Complaint . Desired outcome refund of the order. Photos of battery packaging are also attached.
Business Response
Date: 10/04/2022
Hello ******,

I'm Aqeeb 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.

Thank you for sharing details, I've reviewed your complaint attachment. Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

I've reviewed further including seller communication and I've filed A to Z claim on your behalf and you can view the status of this claim and take further action from your end in Your Orders page by clicking Problem with Order.
https://www.amazon.com/gp/help/customer/display.html?ref_=**************&nodeId=GX8W2A9JG23YBY9W

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

Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/01/2022
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.
Amazon shut off my account and is denying me access due to a claim dispute my bank has made that Amazon advised me to file per the attachments. My Amazon account was closed without notification. I noticed charges on my bank account that I did not make and called Amazon first. I was advised by a chat agent that someone in ***** had accessed my debit card using an unverified account on Amazon. I advised him I live in ******* ******* and I do not know anyone in *****. He connected me with supposedly their fraud department. The female rep there was less then helpful. She advised me that the chat agent should not have told me anything about someone having my card information and that he should not have advised me they were using it for purchases. Basically saying they dont want you to know that they are hackable. She then proceeded to repeatedly tell me she could not help me and that I needed to call my back and dispute all charges. I did so and upon doing so my Amazon account was closed. Not the person who hacked me but my account. I have 3 ***** devices that we use 2 for my daughters who are autistic to keep them on a schedule with reminders, alarms and medication reminders. These are now useless and have derailed their daily schedules and mental health. Second we have 4 kindle devices with over 800 purchases of books some of which are for school reading of which my children now cannot access as well as audible purchases over 200 of them that I paid for with my money that we cannot access. Its like being robbed all over again by the hacker . Its like being repeatedly attacked and violated for something didnt do but were following the directions there company gave you and doing the right thing. I want my account reopened to get my kids and my life back in order. They didnt even consider the repercussions of their actions although they want to be unhelpful customer support and tell you to fix it yourself then you do and you are punished. I need my account back now.
Business Response
Date: 10/17/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 01/10/2022 confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 10/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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