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:09/18/2022
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.
AMAZON.COM*ZF5N50XZ3 AMZN billed on 07/11/2022 for $2,990.79.Amazon order #***-8989089-5101843 Per my previous documents, I stated clearly with pictures the item they sent to me was broken. I do know this was a used product, but the out-box, item itself are both in terrible condition. Thus, I want to have this product returned. However, Amazon locked my account due to so-called suspicious activity, I tried numerous ways (including emails, send my bank statements) to unlock my account, none worked. Amazon stated Confirmation showing no return per policy was received. However, Under the condition that my account is locked, I could not initiate a return. I tried to call the customer service; they could not access my account under the condition of my account as well. What Im trying to do is to request a shipping address or return label from amazon, so that I could get the product returned to them. The product received is still in new condition and ready to be returned. Recent emails exchange is attached behind, they denied my return request again. Please read all the previous uploaded files before giving me unfair result. Recent emails showing amazon denied the return.
Business Response
Date: 10/19/2022
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 19/10/2022.
Sincerely,
Amazon.com
Initial Complaint
Date:09/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sent an email on 11/26/2020 saying that my account was going to be closed due to the fact that I had a high number of refunds for returning items that werent as described. I contiuned to follow up and explaining that the most recent transaction where I had placed an Order #***-2539722-5128241 Placed on Thursday, November 26, 2020 that was 8 San Disk cards Amazon ended up canceling the order due to the fact that there was a price error. Then I ended up calling and saying that the price should be honored and I want the item that I paid for. Afterwards my account got suspended because of excessive amount of returns. Every time I had gotten a refund I always either offered proof (sometimes agents said it wasnt necessary) or I sent evidence. I was a long time Amazon customer for several years. I followed up and keep getting automated responses now, however, a representative on 12/20/20 reached out and said a representative would help me within 1-2 business days and I had to send several follow *** to get the same auto generated response saying my account was reviewed and theyve decided to close it. Also, I was lied to every time an agent said they would reopen my account when I contacted customer service over the phone. Every return I made was within good faith and I didnt want to ever lose my account as I was a early Prime member. I would love to continue to support Amazon, but I would need to make it clear I never tried to take advantage or mishandle any policys as I was only returning items that werent as described or damaged.
Business Response
Date: 09/27/2022
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 06 April, 2021 .

Sincerely,

******
Amazon.com
Customer Answer
Date: 09/27/2022

Complaint: 18041596

I am rejecting this response because I did not violate The **** I returned everything I had because it was either not as described or defective. I always offered proof to the reps would they would take occasionally. I was an extremely long time Prime member and a long time Amazon user before ********************** was an option. My account has been closed from almost two years and I have understood that I may have returned too many items, but it was extremely inconvenient on my end to have to drop them off after I received them. I would like to have my account reopened and I would like to speak to a representative from Amazon that can help me understand what I can and cant do. I didnt want to violate the *** and there is a whole **************** talking about how account were banned for returns when the items we received are the issue. I understand where youre coming from however please understand that I need my account back as I was a long time Amazon user and it was one of my biggest ways of making purchases.

Sincerely,

*******************************
Initial Complaint
Date:09/18/2022
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.
Amazon has closed my account and it isnt a fair decision first and foremost Ive had this account forever at the start of the pandemic the drivers begin excessively misdelivering or not at all delivering my packages, delays etc, during that time things were limited so I continued to use Amazon however I tried to lessen how often I had to order, over the next 2 years I still had the same on and off again issue but last year I spoke directly to a supervisor about the issue who instructed me to be very detailed and specific in my notes for the drivers and which I did, I stated where my home was located that it was the only house with a black mail box on the door, also stated to call when outside with the delivery,etc very very detailed. The drivers should be held accountable for their negligence in this matter because I did exactly what the supervisor asked me to in order to prevent any issues the drivers just arent paying attention or ******* to complete their task but this isnt on me, just like tonight(9-17-2022) I placed a grocery order and my order was dropped off at someone else house, the picture clearly shows a home that isnt mine which from past photo proof of deliveries you can clearly see where the order was left isnt my home or address they dont look anything alike and because they had to refund the order tonight they closed my account. Theres no reason my account should be closed because of the drivers mistakes. I been with Amazon since 2012 a good look into it will see none of these delivery issues arises until the pandemic hit in 2020
Business Response
Date: 09/19/2022
Hello ***************************,

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

I've reviewed the complaint and understand your concern about your Amazon account.

As per the update from the team, they've determined that we will not reopen your closed Amazon accounts. This decision is final.

If there was any alternative in this case, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/19/2022

Complaint: 18041592

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:09/18/2022
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 July 17, 2022 I place the order for Emart 8.5 x 10 ft Backdrop Support System. When the item arrived, it was completely wrong package and incomplete, half of the package was missing. I requested a refund on Jul 24, 2022. Since the seller is a third party, the refund was supposed to be made through Olive **** Branch Store. Here is where the problems started, the seller didn't want to provide a prepaid shipping label so I could send the item back. It took some time (please check all the conversations that took place in the attached images) but the seller kept on coming up with excuses. Here is when I contacted the Amazon supervisor over the phone and explained my situation. I was advised to stop conversations with the seller and let them figure it out. I did. As expected, nothing was done by Amazon, and when I finally had enough, I decided to pay for shipping back with a promise from the seller that I would get refunded for shipping as well. I contacted Amazon again, and I was reassured that I would receive the shipping back as long as I provided the receipt for the shipping. I got sick, ill with COVID, and couldn't leave the house for 2.5 weeks, almost three weeks. When I finally got better, I immediately shipped back the item. The item was delivered to the seller on Sept 2nd. Confirmed with the tracking number. Here is when the complete nightmare started. My A-Z was denied to get a refund. My appeal for a refund was denied twice by Amazon. They decided they didn't want to deal with it anymore. Now basically, I no longer have the item. I don't have a refund. I don't have the promised shipping charge back either. Whenever I call Amazon, I get put on hold for hours, OR they promise me a refund, but nothing happens. I lost patience, and I no longer wanted to waste any of my time. This is robbery in the daylight. I want a refund both for the item and the shipping.
Business Response
Date: 09/20/2022
************************************************************************************************************************************************************************************************************************************************************************* returned item outside return window and after ****************************************** label from the seller. As a result, they are not eligible for refund. However, ****** has agreed refunding the cost of item. Hence, we have granted the customers request for a refund.

We sent an email to the customer through their registered email address on September 20, 2022. This email confirms that the refund has been issued for CDN$ 211.29 to the original payment method.

Sincerely,
A to Z claims team
Customer Answer
Date: 09/21/2022

I am rejecting this response because:
The seller refused to pay or prepay the shipping. I was promised I would receive a shipping refund by BOTH the seller AND the amazon reps ************* only at the end of it all to not only deny my refund for the wrong AND incomplete item that was sent to me but to completely refuse any action whatsoever. Your business tactics are of pure SCAM and I will not stand such treatment from anyone.

I have included an invoice for the shipping, so I am looking to get a refund for the shipping also AS i was promised. As I explained:
I could not ship out back the item in time (14 days period) for two reasons:
1. ****** refused to pay for shipping and it took considerable amount of time for me to find a courier and get a quote for shipping.
2. I was sick/ill for over 2.5 weeks and could not leave my house. But as soon as I got better, the package was out the door.

Nevertheless both Seller and Amazon reps discredited me 100% and refused any further help or communication. That is called scam and discrimination. All emails have been attached as proof.

Sincerely,

****** Kapishon
Complaint: 18041557
Initial Complaint
Date:09/18/2022
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 returned a box of items but they did not refund me for everything I returned and I have talked to no less than 6 different people about it and they continue to give me the run around instead of refunding me my money for the items in their possession.
Business Response
Date: 09/19/2022
Hello *************************,

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

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

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

I've checked and see that the returns team has refunded for the items which were scanned at the return center.

However, I would request you to wait for the update from the returns team.

Also, this issue is under review and the team will get back to you.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/18/2022
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 a new laptop on July 24, 2022 from a seller on Amazon. 35 days after receiving the laptop it started having major issues with freezing up and also not wanting to turn on. A new laptop should have no issues and should last years, not just 35 days. I have tried to get a refund and resolve this issue with both the seller on Amazon and Amazon directly. The seller and amazon have been giving me the run around about giving me a full refund. They expect me to pay return shipping and a 15% restocking fee. The laptop is defective and I should not be responsible for return shipping or a restocking fee for a defective item. I do not trust the seller and have told Amazon this. Amazon has been unresponsive to my concerns and so far unwilling to stand by their A to Z gaurantee. I expect Amazon to stand by their A to Z gaurantee, take the laptop back, and issue a full refund.
Business Response
Date: 09/20/2022

Hello,

We have reviewed the claim raised on order 113-2759677-2571401 and have passed seller's return address to buyer for returns. Also, we can not assure buyer for full refund because buyer contacted seller outside the return window. Buyer has been notified about the same.

Thanking you,

Customer Answer
Date: 09/20/2022

Complaint: 18041482

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:09/17/2022
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.
Package was to be delivered by 10:00 pm. ****** chose not to leave package saying there was no secure location. The building has 2 secured boxes to leave packages. Supervisor informed me their system said there was none. I asked who entered that information and he said the driver. I informed him that was incorrect and asked to be able to file a complaint and he said he would not allow me to and I would not receive my package by the time the guaranteed me to because the driver decided not to leave it
Business Response
Date: 09/19/2022
Hello ***********************,

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

I've reviewed the complaint and understand your concern regarding the order delivery issues with the delivery driver.

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

I'll surely take this as a feedback from you and forward it to the appropriate team for further review on it.

Also, I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/17/2022
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 had an order ending in ****. The product was poor quality and the glass had a small hole at the bottom. You could not see the hole. The content leaked on my tray and damaged it. I returned the item and requested assistance in replacing my tray. It didnt matter if it come from Amazon. I was looking for something similar. A supervisor named **** was being rude. Over talked me and out of nowhere put me on hold and disconnected the call. I called back and an agent named **** refused to transfer me to a supervisor even though I requested it over 25 times. Another supervisor apologized and advised she would give me the money to replace me tray. She came back and then said she couldnt. I want my tray replaced as it was damaged due to a faulty product from Amazon. I left a review about it as well. It peeled the paint off.
Business Response
Date: 09/19/2022
Hello *****,

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

I've reviewed the complaint and understand your concern regarding the damaged tray.

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

I've checked and see that the order was already refunded.

As per policy outlined on our website in our Conditions of Use, noted under 'DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY
' which states: "we'll not be able to take any responsibility in this case." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

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

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/19/2022

Complaint: 18041009

I am rejecting this response because:its a picture of my damaged tray. Not a resolution in replacing my tray.

Sincerely,

***********************
Initial Complaint
Date:09/17/2022
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 purchased a product (water filter for my GE refrigerator) that did not work. I contacted Amazon and ordered a replacement (from GE) and was told that the vendor would contact me within 5 days of the return date providing a mailing label. I have not heard from the vendor (3 weeks now). I will be out of town on the date and have not received my money back from Amazon. I want my money refunded.
Business Response
Date: 09/19/2022
Hello *****************************,

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

I've reviewed the complaint and understand your concern about the Order ID: ******************* return issues.

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

I've checked and see that this is a seller fulfilled order and we'll not be able to take any action on the order from our end.

However, I can contact the seller and they'll get back to you with an update on it.

Also, you can contact the seller through the below link.

https://www.amazon.com/sp?seller=A198CP9R2VMO33&

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

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/19/2022

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:09/17/2022
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.
Amazon has continually claimed that my EBT card is a bank that wont authorize my food charges. EBT has never been a bank. Its food stamps on a card. After random intervals over the past few months, Amazon holds items back from shipping because of a need to have authorization from my bank. *** spent hours and hours in their support chat rooms explaining theres always enough money on the card that is it not connected to a bank. After explaining the same thing to each support chat rep, I get told to contact my bank. This time, I just cancelled the order outright that had the need for authorization. And this is the time, they actually shipped the items. The items they said couldnt ship until my card was authorized. The items that were sitting in the warehouse. After I cancelled, and didnt authorize charges or whatever thats now supposed to mean, Amazon went ahead and shipped the items out. I want my Amazon prime fee refunded this month because Amazon has been exhibiting extremely under par service and a complete inability to fix this glitch. My last chat attempt was with ********* who ignored me.
Business Response
Date: 09/19/2022
Hello *****************************,

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

I've reviewed the complaint and understand your concern regarding the *** card payment issues.

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

I would like to inform you that the *** card will be considered as a payment method and the amount will be authorized by the system depending on the balance on the card.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/19/2022

Complaint: 18040887

I am rejecting this response because:My request for a refund for this months Amazon prime fee was completely ignored.
Sincerely,

*****************************
Business Response
Date: 09/28/2022
Hello *****************************,

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

I'm sorry, we'll not be able to refund the prime charges or issue any credits in this case.

If there was an option we would have surely helped you further.
Regards,

Arun
Amazon.com
Customer Answer
Date: 10/04/2022

Complaint: 18040887

I am rejecting this response because:
This business never refunded my money and I felt bombarded with unproductive messages. Business did not take my bbb complaint seriously and did not fully read my initial complaint, stating the resolution to my complaint would be acknowledging the difference between EBT and a bank. Business rep continued to correspond with me off this site and continued to only read the first few sentences of any message I sent. I maintain my original resolution request of a refund of **** (my discounted monthly prime fee) due to poor customer service. ********************** promises excellence in customer service to ********************** membership subscribers. This did not take place last month, all month. As well as the issue with sending out a cancelled order in a manner that was entirely avoidable as it had not been authorized and was still in the warehouse. The rep who continued to message me conflated the issue by doing a poor job of being an intermediary between myself, Amazon and the bbb. This rep stated I could not speak to anyone else at Amazon and he is essentially the final word for Amazon and the bbb. After having to spell out for him numerous times I wasnt asking for acknowledgement but a refund, he stated it is not possible to refund the money or else he would have. Repeatedly. I had to state two different times tor him to stop contacting me. And since he will not allow another rep to speak to me that ends the possibility of any resolution due to this stance he makes for Amazon. Additionally, in no way does this reflect solely on the rep alone, as I ccd executives on these email exchanges. None of them ever intervened, including ************************ and **************.

Sincerely,

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

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