Complaints
This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 58,600 total complaints in the last 3 years.
- 22,021 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:Product IssuesStatus: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 some propel powder packets from Amazon. It was a full case. Half of the packets are NO good! Their gooey and not powder like they are supposed to be. I reached out to the manufacturer, they told me to reach out to Amazon. So I reached out to Amazon and they refused to help me at all. Half of these are not any good and it's not right that I had to pay full price for these to be defective and not any good.Business Response
Date: 10/17/2022
Hello Amber,
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 with the Order No: 114-0971793-9451422. I'm sorry to hear your propel powder packets arrived damaged. Since this item is classified as non-returnable, we require photo evidence of the item's condition before we issue a refund or create a replacement order.
If you haven't done so already, please take a photo(s) of the damage. The photo should include the shipping label on the package, the damaged item received, and the damaged area of the shipping box to be valid. The information can be visible in one photo, or sent as multiple photos.
Next, please reply to this e-mail and attach the photo(s) in .jpg file format along with the order ID.
Please note the e-mail must come from the e-mail address belonging to the account that made this order. Once we've reviewed your photo(s), we'll determine the appropriate action that should be taken on the order.
Thanks for your understanding. We look forward to hearing from you again 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.comInitial Complaint
Date:10/01/2022
Type:Service or Repair IssuesStatus: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 am the guardian of my grandson, he created an Amazon account when he got his first job and had been using it for weeks. When he tried to use his last 45 dollars from an Amazon card to purchase game cards for his game system, they froze his account. Now he cant access his account at all and they have his money. I finally called to deal with it, and am told the same thing he kept getting told. An account specialist will call within 48 hours. The account is associated with his phone number ************. They refuse to refund his money, they refuse to let us know the terms and condition that they claim has been violated. It has been at least a month of calling and being promised to get called and has not been called back. I either want them to unfreeze his account or give him his money back.Business Response
Date: 10/03/2022
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.
I've reviewed your complaint and apologies for the inconvenience caused with the locked account.
Unfortunately, I'm unable to locate the locked account. Request you to please write back to us with the email address or phone number associated with the account to investigate further.
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.comCustomer Answer
Date: 10/04/2022
Complaint: 18153779
I am rejecting this response because:
Sincerely,
*******************the additional information was included in the original complaint. The account belonging to *************************** log on is his phone. ************
thank you
***
Business Response
Date: 10/20/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 10/20/2022 confirming account reinstatement.
Sincerely,
Amazon.comCustomer Answer
Date: 10/24/2022
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. Its just a shame that it had to be elevated before they fix the issue after weeks of phone calls
Sincerely,
*******************Initial Complaint
Date:10/01/2022
Type:Delivery IssuesStatus: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 for an XBox series S on Wednesday September 28th. It was supposedly delivered same day but I never got it. Contacted amazon and they told me to wait until Friday the 30th. So I did and still she not got it. On Saturday October 1st at 12am I contacted Amazon again and they told me that I would not receive a refund or a re delivery. Today I called back and they had me on hood for 39 minutes to tell me to file a police report. After explaining to them I dont have the recourses to do so and that they have the photo evidence of my order being dropped off at the wrong door the agent began to get aggressive with me in time and told me over and over to file a police report as if he didnt hear me the first time. Ive been an Amazon customer for years. I will never use their services again? **** would have refunded me immediately. I just want my money back at this point. If I dont hear back or get my refund from Amazon I will not hesitate to dispute this charge with my bank.Business Response
Date: 10/12/2022
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 your Order No: 111-7524048-5408267, as per tracking it is marked as delivered on Wednesday, 28 September
A careful review of your account reflects that the correct information has already been provided. Request you to please contact your local police authorities to pursue this matter further and the same information has already been shared to your email on Saturday, October 1, 2022 at 10:07 AM (PDT). I'm unable to offer additional insight on this matter.
We appreciate your patience and understanding. 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.comCustomer Answer
Date: 10/12/2022
Complaint: 18153808
I am rejecting this response because:
I have told you all multiple if not several times that I do not have the recourses to file a police report. You all delivered the package to the wrong apartment it delivered at all and you refuse to take any responsibility or listen to what Im saying. I will get the money back from my *********** and simple.Sincerely,
****************Initial Complaint
Date:10/01/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Amazon gave my item to another customer after I had it sent to an ********************** counter so that my package would not be stolen from my home.I traveled 3.5 hours to go pick up my item and found that the amazon workers gave my package to another customer I NEED this item for my travel on Monday Oct 3rd. I am told that they are not allowed to provide me with 1 day delivery even though I am a prime member for 12 years with thousands of dollars spent each year at Amazon.I was on phone for 2.5 hours + with logistics, and then still denied the help I need for delivery, and who is going to reimburse me for the 9 hours I have spent on the phone and traveling just to not receive my item.This has been consistent for 3 years. Every single interaction with Amazon. Costing me money, time, and being fired from job I had because of dealing with amazon and the time they have been taking from my life intentionally.ORDER # ***-9598581-5433850 AS A NOTE: the Agent I spoke to on Oct 1st, originally was the best agent I have encountered and went above and beyond to help me.Amazon customer care center has blocked my telephone number so I can not contact them, and if I do get through by using a different number as soon as I say my name and my account is verified, I am hung up on.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.
I've reviewed your complaint. We apologies for the inconvenience caused with your Order ID: ******************* as it's delivered by *** and sorry to hear about the inconvenience you experienced and your interaction with customer service. We'll make sure any misses are coached.
Unfortunately, we cannot refund or replace at this time. However, as a goodwill I'm issuing a partial refund 25% of item cost totaling $13.93 to your Gift card balance. Usually it takes 24 hours to process it to your account balance.
Thank you for your understanding and co-operation in this matter. We value your business and we look forward to seeing you again 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.comCustomer Answer
Date: 10/18/2022
The company refused to assist me and help me
Complaint: 18153736
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
Date:10/01/2022
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Amazon has been charging me for a service I have never authorized or used. September 3, 2022 Mastercard ****5056-$9.48 Order #D01-3749608-2403447 Amazon Music.August 3, 2022 Mastercard ****5056-$9.48 Order #D01-6151758-8429034 Amazon Music.June 25, 2022 Mastercard ****5056-$9.48 Order #D01-4682256-3235403 Amazon Music.June 3, 2022 Mastercard ****5056-$9.48 Order #D01-7114106-5952262 AMZN Digital.May 4, 2022 Mastercard ****5056-$8.43 Order #D01-9621224-3155440 AMZN Digital.April 3, 2022 Mastercard ****5056-$8.43 Order #D01-5412587-7504257 AMZN Digital.I just want my $ returned. Wish I could help others scammed by Amazon. Thank You ***********************Business Response
Date: 10/11/2022
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. We apologies for the inconvenience caused with recurring charges for Amazon Music Unlimited.
Upon reviewing your account, I see that the subscription began on December 25th (Christmas day) with an initial charge for $0 (free). This was a 3-month period, and not charged until march 25th and got cancelled in September.
The beginning of this subscription indicates your account was given with a promotion of 3 months of the service for free, and continue on as a paid subscription thereafter. We have reviewed further and couldn't find any usage of this service.
Rest be assured, we are processing a refund of below Orders.
Order No: D01-3749608-2403447. Amount $9.48 Refunded on Saturday, October 1, 2022.
Order No: D01-6151758-8429034 Amount $9.48 Refunded on Saturday, October 1, 2022.
Order No: D01-4682256-3235403 Amount $9.48. Refunded on Saturday, October 1, 2022.
Order No: D01-7114106-5952262 Amount $9.48. Refunded on Saturday, October 1, 2022
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.Customer Answer
Date: 10/24/2022
I got most of the disputed $ back. Close enough I guess.
Thnk you
Initial Complaint
Date:10/01/2022
Type:Product IssuesStatus: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.
September 16 - I placed an order with Amazon, but just a short time later, they said that my account was on hold due to a freud activity to get back into my account, I had to file a form along with provide them with documents to prove that i was owner of the account. I contacted them and they texted me a form to fill out and attach documents. I sent them a copy of my drivers license, social security number, bank statements, and copies of my bank cards. A short time later, they declined and wanted me to fill out the form again and send more documents. I filled out the form again and sent the documents again. I didn't know what documents that they needed to prove my identity. These conversations continued from September 16 through September 29. Yet, they kept telling me to fill out forms and send in personal items of identity.September 16, 2022 - after I was accused of having freud activity on my account, I contacted my bank about my account wanting to know about any freud activity. That was cleared. No freud activity and my cards and account was able to be used.September 29, 2022 was my last conversation / test with this company. They still had me locked out due to freud activity. The man I spoke with checked and he then informed me that the information that they needed was my husband's proof of identity since we used his card for online shopping as well. He said that they needed a copy of his driver's license, social security card, the last 4 of his debit card and proof of residence. Just as soon as he got home, we sent that information again along with another filled out form. Because they said that it could take up to 24 hours for them to make a decision, we waited.September 30, 2022 - I got tired of having to fill out forms and send out proof of identity, I got in contact with the ftc and filed a complain. Immediately, after we got off the phone. I got another text from AMAZON, again, saying they declined that info. Wanted more information & form filled out.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.comInitial Complaint
Date:10/01/2022
Type:Product IssuesStatus: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 quilt which had come in like it was used so I chatted with many people who said NO NEED TO RETURN and will issue my refund ( I will include the chat below) so no need to return so I donated it. Now they keep telling me to wait for a e-mail which I never get from them. So I have no quilt and no money.Kouser | **************** Yes, you're correct.I was told thisI've requested a refund of $80.49 to your original payment method. You'll see the refund on account in the next 3-5 business days.?You're welcome.?? Is there a?nything? else I ca?n assist you with today?Is there a?nything? else I ca?n assist you with today?K 12:31 PM No, You helped me enough now I don't need to return correct?12:32 PM Kouser | **************** Yes, you're correct.Thanks for contacting Amazon.com. Have a good one. Take care. Bye Nicolaine | **************** Yes, I understand. Please disregard the email.Since we do not require you to return the item.N 8:25 PM ********* | **************** You're welcome.You will receive the refund 5-7 days Please do not worry about it. You will received the refund in 7 days.N 8:29 PM thx 8:29 PM ********* | **************** You are very much welcome. Are we all set for today?N 8:29 PM and no return right? cause I already donated 8:29 PM ********* | **************** Yes.Please disregard the email.For the meantime, is there anything else I can help you with?There are 2 of the chats saying NO RETURN will issue refund and I never got it.So I would appreciate my refund of $80.29 /Users/jonischiadaresis/Desktop/Screen Shot 2022-10-01 at 10.13.36 AM.pngBusiness Response
Date: 10/09/2022
Hello,
I am ******* from Amazon.com.
I have updated the information to our internal team regarding this issue. After investigating the issue, our team has confirmed that we cannot issue a refund without a return of the item. Since the product is disposed we cannot issue the refund for the order.
we appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,
*****************************Customer Answer
Date: 10/09/2022
Complaint: 18153099
I am rejecting this response because: Was *** by 2 different people NO NEED TO RETURN
Sincerely,
***************************************Nicolaine | Customer Service
Yes, I understand. Please disregard the email.
Since we do not require you to return the item.
N
8:25 PM
********* | Customer Service
You're welcome.
You will receive the refund 5-7 days
Please do not worry about it. You will received the refund in 7 days.
N
8:29 PM
thx
8:29 PM
********* | Customer Service
You are very much welcome.
Are we all set for today?
N
8:29 PM
and no return right? cause I already donated
8:29 PM
********* | Customer Service
Yes.
Please disregard the email.
For the meantime, is there anything else I can help you with?Kouser | Customer Service
Yes, you're correct.
I was told thisI've requested a refund of $80.49 to your original payment method. You'll see the refund on account in the next 3-5 business days.
You're welcome. Is there anything else I can assist you with today?
Is there anything else I can assist you with today?
K
12:31 PM
No, You helped me enough now I don't need to return correct?
12:32 PM
Kouser | Customer Service
Yes, you're correct.Initial Complaint
Date:10/01/2022
Type:Product IssuesStatus: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 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.114-3874790-2391442Business Response
Date: 10/17/2022
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 17/10/2022.
Sincerely,
Amazon.com
Initial Complaint
Date:10/01/2022
Type:Product IssuesStatus: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 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. 111-1512102-7661868Business Response
Date: 10/17/2022
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.comInitial Complaint
Date:10/01/2022
Type:Product IssuesStatus: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 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.113-2697084-7129045Business Response
Date: 10/17/2022
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
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