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

59,375 total complaints in the last 3 years.
21,689 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:09/24/2022
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.
My account was closed 'Due to misuse" and I have no idea what they are talking about. Several times I ordered products online and didn't receive them. I followed their guidelines on their own return and refunds policy. This happen 4 or 5 times. Then, when I attempted to use their service again, I got a notice that my account was closed. I attempted to contact and resolve the issue, but was always told someone would email me...I have never received an email or an opportunity to resolve the issue.
Business Response
Date: 10/10/2022
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 10 October, 2022.

Sincerely,

Rupsa
Amazon.com
Initial Complaint
Date:09/24/2022
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.
This morning, around 9:32am EST, one of your flex drivers decided it was ok to just throw a package containing electronics on the porch. Tried contacting Amazon Help on ******* and sent them a picture of the label with the info that would identify where the *** came from but they were either unable or unwilling to help. This has been going on for years, along with drivers in the area scanning packages as delivered and keeping them for themselves.
Business Response
Date: 10/14/2022
Hello ****,

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

I see the concern you have shared with us on the deliveries at your location and thank you for letting us know. We regret the inconvenience caused and will be reviewing the matter in detail.

I was able to locate the order from the tracking you shared on the complaint and passed your feedback to the correct internal team. In the meanwhile, you do have an option to return the item if it is damaged for a full refund.

I have requested a free prepaid return label on the order ending ****, once the item comes back and is confirmed, we will issue yo ua full refund.

In case you run into specific issues, please feel free to contact **************** over chat or call. Most questions are answered in Your Account (www.amazon.com/your-account) or in our Help pages (www.amazon.com/help). If you do need to contact us in the future, here's a link to our Contact Us page:
http://www.amazon.com/gp/help/contact-us/general-questions.html

I hope this helps. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/24/2022
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 have been charged for an Amazon Prime account that I never signed up for from May 2021 to September 2022. Whenever I make purchases I always pay shipping because I was not aware that I was being charged for an Amazon Prime account until I looked at my amazon charges today (September 24, 2022). Shipping should have been free since I was paying for this account without my knowledge. I also never used the Amazon Prime video account. I was charged $13.93 for the past 11 months for a total of $153.23 and $16.11 for the months afterward. I spoke to an Amazon customer service representative and manager and they said that they could only send a refund for the past 6 months (April 2022 to September 2022). I would like to seek a refund of $153.23 from the charges on my account from May 2021 to March 2022.
Business Response
Date: 09/26/2022
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'm so sorry for the inconvenience you've faced.

I've issued a refund for remaining months. You'll see the refund in next 3-5 business days.

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: 09/29/2022

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:09/24/2022
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 September 11 2022 I ordered two items from Amazon (hue lights and a razor Speaker). I was expecting to see them the next day at my door and use them however I found out they were not there. Since this has happened to me before I asked my neighbours if they saw anything and check the post office room. When I found nothing I decided to contact amazon. Which led to them saying they will close my account Because this happened before. How is it my fault when someone steals something from me??Absolutely horrible business practice. My order numbers are:#***-6672912-4670610 #***-3040954-5574641 I paid $176.26 and $56.45 CAD I require an immediate refund.
Business Response
Date: 10/06/2022
Hello Nur Elmasri,

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.

Were sorry to hear that you havent received your item(s) from order #***-3040954-5574641 + ***-6672912-4670610

Based on our investigations, we aren't able to provide a replacement or refund 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 that shows the following information:

* - The delivery address regarding this incident.
* - The items were delivered according to the carrier tracking.
* - The report was created for stolen items/theft/larceny/ or other similar crime.
* - The status of the report is completed or closed.
* - The date the report was created.
Please contact us back when the police report is complete.

We are unable to accept police reports that are in pending or any other incomplete status. The police report must be filed before Oct 27 2022 and provided in English to be considered for review. Only one police report is needed for all orders that are part of the same shipment. A separate police report is needed for orders delivered in different shipments.
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: 11/01/2022

I had a case open with Amazon and they are no longer responding after they asked me to file a complaint with the police department. The police approved it and closed the case. Therefore Amazon should refund me.

This is completely not fair.

Im down so much money.

Business Response
Date: 11/14/2022
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.

Were sorry to hear that you havent received your item(s) from orders #***-3040954-5574641 and #***-6672912-4670610.

Based on the results of our investigation, we aren't able to provide a replacement/refund for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your orders were delivered with the same package weight and dimensions mentioned on our website.

At this time, Amazon isn't 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.ca 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.ca/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 Hub 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 appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/15/2022
I have attached the approved police report.
Initial Complaint
Date:09/24/2022
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 just attempted to login to my amazon account. For no reason whatsoever they wanted to do a verification by sending a text to a mobile phone that no longer exists. This is the ONLY verification method they offer. This is the third time they've pulled this and consequently i've had to open a new account twice already the last time only a couple weeks ago! They refuse to let me update my phone and when I have to open a new account I lose EVERYTHING! My Prime, my purchase history and all my warrantee's. I updated my phone # the last time but they obviously ignored that. ****************** has zero resources for helping me log on other than creating a new account. This is and has cost me money and a great deal of time. I have things on order right now and if I have to open a 3rd "new" account there will be no record of it. This goes far beyond incompetence, this has got to be planned.
Business Response
Date: 10/06/2022
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'm sorry for the difficulty you encountered while trying to access your Amazon.com account. For your protection, we're only able to make account changes when we can confirm the request is coming from the account holder.

Ensuring the security of our customer account information is our top priority and were not willing to take any short cuts where your privacy is concerned. The phone security verification questions are necessary to prevent any unauthorized persons from accessing your account.

If you didn't contact us via phone today to access your account, please rest assured that we haven't given any access to your Amazon.com account and all your information is still secure.

If you did contact us today and are still unable to access your account, we recommend that you gather more information about your account, either through your emails or by speaking to household members who share the account, and to contact our Account Change team with that new information (www.amazon.com/contactus). Were available 24 hours a day, 7 days a week.

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:09/24/2022
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 made a purchase with Amazon July 18, 2022. I did not need the product 2 Ring Wired Flood Light Cameras. I made an attempt to return them however I was over the return period by a week. I spoke with a representative at Amazon and they stated I would have to contact the manufacturer (Ring) and return it to them for a refund. I contacted Ring. They sent me via email 2 return labels for *** so that I could return each flood light. I did this on August 27, 2022. To date I have not received a refund totaling approximately $345 for the two devices. Ive been told by Amazon because the products werent returned back to them I have to get my refund from Ring after they told me I had to send them back to Ring. Ive been told by Ring they are escalating this and they can not send me a refund because I didnt purchase from them even though they have verified with my *** tracking numbers theyve received the products. *** asked if they can send them back to me if they are not going to refund me my money and they said they do not do that. I am left with my money not refunded as well as no product because I was instructed to send back in order to get my refund back to my Ring account because I am a Ring customer. Its unfair that I am now out of the money Ive paid to them. Ive been a long-standing customer with both ********************** and Ring and to be cheated out of my money and product is a complete scam as I have not received a refund now over 6 weeks.Amazon order details Order date Jul 13, 2022 Order #***-1683561-1840217 Order total $657.69 (4 items)*** Tracking #s below to Ring 1Z9X5R659098615710 1Z9X5R659096426955
Business Response
Date: 10/07/2022
Hello Crystal,

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

I see your concern with the items returned to Ring and can relate to this issue. I am afraid, the information relayed to you was correct.

The item needs to be returned to Amazon for a refund to be issued by us. In this case, our return processing centers have not received the items. You could reach Ring to assist with the refund, returning the items to you or they can send you a replacement for the items.

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
http://www.amazon.com
Initial Complaint
Date:09/24/2022
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.
Dear, I'm really desperate to complain here. I'm an Amazon seller, I've been operating my store very carefully, until one day I accidentally clicked on a phishing email, my buyer's account seemed to be hacked, and then I didn't know what the hacker did on my account What happened, I only know that my account has been frozen. I immediately contacted the Amazon team to process it, I followed Amazon's request to upload my credit card statement, but Amazon replied that it couldn't verify that I was the cardholder. I am obviously the cardholder, I gave all the information, but Amazon has not solved my problem. It's ridiculous now that there is a problem with my buyer account, which prevents me from entering my seller's back office. But every day my store keeps selling and I can't go in and I can't get in touch with my customers, it's ridiculous. If my buyer account can't be restored for me, I just beg the Amazon team to help me restore my seller account, after all I didn't do anything unusual, I can't understand why I can't get into my account. Please restore my account as soon as possible, I hope to serve every Amazon customer well. My account is *********************
Business Response
Date: 09/29/2022
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:09/24/2022
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.
Hello,My account linked to the email address ****************** has been locked for no reason. No action or change was made on it. I am writing to you as the owner of the account. This email address is also linked to our seller account. We are currently unable to log in to our seller account due to this issue. The credit card with a **** ending is completely mine. please activate my buyer account linked to my seller account so that there are no more problems for my business. If you do not open our buyer account, our customers will be affected by this problem. I am writing to you as *****************************. I am the sole owner of my account. My account on 8/30 was attacked and may have been placed an order, but that was not my behavior. Please open my buyer account ******************.Thank you for your understanding.Best Regards
Business Response
Date: 10/10/2022
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 10/10/2022.
Sincerely,
Amazon.com

Customer Answer
Date: 10/11/2022

Complaint: 18122966

I am rejecting this response because:
In my opinion, this is an act of omission. The Amazon team always asks me to provide information, but in fact, I have provided documents more than 10 times by phone, email or Amazon website, and I ensure that the information is correct. But Amazon has always locked my account. There may be a balance in my account, as well as my personal information. It is obviously wrong to restrict my Amazon login without limit and time.
I hope Amazon doesn't ***** responsibility. I hope Amazon will unlock my account as soon as possible.

Sincerely,

*****************************
Business Response
Date: 11/10/2022
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 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:09/24/2022
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 order an item from Amazon on September 14th. The item said it was delivered on September 16th but I did not receive it. I waited a few days as sometimes items show up late but by September 20th I still did not receive the item. I contacted Amazon customer service to see if they still had it or delivered it to another address by mistake as it was supposed to require a signature. They told me to file a police report since they could not find the location and to send to them for a refund. Before I could do anything they banned my account and I can not communicate with them to either find my item or get my refund. I have included both my receipt of the item showing a signature was required, which I did not sign for any package, and the email from them stating both to file the report and that I was banned. I have appealed the decision to close my account several times and they refuse to give me a list of items I supposedly asked for refunds on that apparently caused this closure.
Business Response
Date: 09/30/2022
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.
Also, We have denied the customers request for a refund.

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 30th September 2022.

Sincerely,

********
Amazon.com
Customer Answer
Date: 09/30/2022

Complaint: 18122911

I am rejecting this response because:I have not received my item or a refund. Furthermore, my package was supposed to be signed for in order for Amazon to drop it off. I was not home the day they claimed to have deliver my package. They are clearly trying to avoid refunding my item or sending a replacement by banning my account. I have filed a complaint with my bank and I would like to know who allegedly signed for my package.

Sincerely,

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

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