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

58,739 total complaints in the last 3 years.
22,166 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:09/17/2022
Type:Service or Repair 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 essential oil from Amazon. Order ORDER # ***-6752130-8045812- I received and empty envelope with nothing in it from Amazon with the correct tracking number. Item was not in the envelope. The envelope had been cut open and the item stolen. I called Amazon **************** to get a refund and they REFUSED to give me a refund! I am a Prime Customer. That agent did not understand and her English was poor. I am offended.
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 issue with essential oil order.

I've checked and see that there is no order tracking updated on it.

However, I've made an exception for this order and initiated a refund to the original payment method that you've used.

Hope this helped.

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: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 used to own a cell phone case store where I made custom cases with a 3d printer. I used all payment processors available (Paypal, ************** Pay, Apple Pay, etc.). I had never heard of Amazon Pay before but since I use Amazon often, I decided to give it a try. Several customers were using Amazon Pay to checkout and everything ran smooth for a couple weeks or so. Then out of nowhere without explanation, Amazon Pay closed my account and kept all my funds. It said to get help I would have to login to my account to open a case, but they closed my account so I obviously can't login. Amazon Pay stole over $500 from me and I cannot get ahold of anyone to resolve the issue. I no longer own the cell phone case business, but I would still like my hard earned money back since all my customers received their custom phone cases.
Business Response
Date: 10/31/2022
Hello ****,

I'm Pratap 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 so sorry to hear of the issue you have shared with us regarding Amazon pay payment processor.

While I tried researching the issue, I was not able to locate any information on this issue. We need more account information on the emails and communication shared so we can engage the correct team on this issue. Please share the email address associated with your Amazon pay account.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.
Regards,
Pratap
Customer Answer
Date: 11/07/2022
My email address associated with my amazon pay account was **********************
Business Response
Date: 11/17/2022
Hello ****,

I'm Pratap 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.

Your Amazon Payments Merchant account has been deactivated in accordance with the "Amazon ********* **** Customer Agreement".

Funds will not be transferred to you even if they reflect in your Seller Central account. You will no longer have access to Seller Central services on Amazon. If you register any new accounts, we will also decline them.

Why did I receive this message?
Your account does not meet the requirements of the "Amazon ********* **** Customer Agreement":
https://**********************/help/*********

How do I address this issue?
No action is required by you.
Regards,
Pratap
Customer Answer
Date: 11/17/2022

Complaint: 18040403

I am rejecting this response because: I still have not gotten a reason why my money is being stolen by me from Amazon. I have 3 different Amazon Pay accounts registered under different very successful businesses. I would like a reasoning as to why I cannot get my money for all the products that were successfully delivered to my customers that they paid me for. This seems like fraud.
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.
I am being charged for an account Under an account email address *************************** for Amazon prime and kindle services that I cancelled back in September 2021. This service was cancelled back in September 2021 . I have account under a different email address where I am being charged for Amazon prime and kindle so I am being charged twice in error . I cancelled my amazon prime and kindle in September 2021 yet I have continuted to be charged . Can someone help me in getting a refund for all the months I have been charged .
Business Response
Date: 09/18/2022
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 Kindle Unlimited and prime charges.

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

I've checked and refunded the eligible charges for prime as the benefits were not used.

Also, we'll not be able to refund the Kindle Unlimited charges from our end as the refund is out of policy.

I would request you to contact your bank and dispute the charges.

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
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 been charging me **** a month from april 2019 to april 2022 & **** from may 2022 to september 2022 for amazon unlimited music . this equalled $341.58 . amazon refunded $106 . So basically they stole ****** dollars from me
Business Response
Date: 09/18/2022
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 Amazon Music Unlimited Monthly charges.

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

I've checked and see that the refund for this subscription is out of policy and we'll not be able to take any action on it from our end.

However, I would request you to contact your bank and dispute the charges as this is the only option in this case.

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: 09/18/2022

Complaint: 18040315

I am rejecting this response because: they charged me for 3 1/2 yrs for something I never signed up for . THEY STOLE MONEY FROM ME

Sincerely,

*********************
Initial Complaint
Date:09/17/2022
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.
ORDER PLACED September 8, 2022; ORDER NUMBER 114-6615759-0337002. I ordered KN95 face masks that weren't advertised correctly. They are supposed to be 5-layers, and the masks are 2-layers. I called Amazon on September 17, 2022 for a refund and they refused. I said to them, if not a refund then a store credit for false advertising. They still refused. I'm seeking $19.95 refund to the original payment or $19.95 store credit. I will be filing with the ************************* and will file a small claims in local court if I have to.
Business Response
Date: 09/19/2022
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 apologies for the inconvenience caused with the Order. Please be assured, full refund has already been processed refund amount $21.20 will be credited in 3-5 business days to your Original payment method.

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:09/17/2022
Type:Customer Service 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.
Dealing with customer support agents from 3rd world countries, can't speak clear english, long hold times everytime I call. When asked to speak to a supervisor, I get put on indefinite hold, or today I was hung up on! Why do we use companies from 3rd world countries instead of ones in the U.S.? This happens with every company that I call upon. As a hard working, tax paying U.S. citizen, I only wish that our companies would employ CSR's from this country, period. I have tried to have patience with Amazon for years whenever I would have a problem with an order, which i probably spend 1500-2000 a year with them. I am sooo tired of the disrespectful cust service that I have received and it's only gotten worse in the last 4 years.
Business Response
Date: 09/18/2022
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 customer support.

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

However, I'll surely take this up and will forward 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:
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.
Purchased 2 sets of counter stools from Amazon from seller "High Quality Life" and their listing said "free returns". I returned the stools and the seller sent pre paid label except the labels weren't paid for. I hauled 4 stools to *** only to be turned away because the labels were fake. I called the seller and they said they resent. I have documentation saying the postage was "of course pre paid" They weren't . I called Amazon and the customer service agent said hold on to receipt of postage and they will credit my account. I sent back with **** for $250 and they still have not credited me. The seller refuses to fix it and now AMazon won't either. I would like $250 credited to credit card or in form of Amazon account. Their customer service all had different responses and stories and complete waste of time and now I am out $250.
Business Response
Date: 09/19/2022
Hello *******,

I'm Pratap 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 in regards to the Set of 2 Rattan Counter Stool.

I've issued the refund of $250 for return shipping charges to your credit card. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

Regards,
Pratap

Customer Answer
Date: 09/27/2022

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: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.
Purchased bedroom furniture through Amazon/Cymax on September 1, 2022. Order # ***-7024605-4515433 $818.55 was charged to my credit card. $765 + tax = $818.55 $481.64 total with tax $515.30 was refunded to me. When I received the six boxes of furniture there were fork lift holes in most of the boxes others were dirty and smashed on the ends. I immediately called Amazon C.S .and told them the condition they arrived in. Amazon assured me I would not be responsible for the return fees of $283.36. I was told with Amazons A to Z customer satisfaction that they would be with me until I had my full refund. I received an email from Cymax with six Fed Ex Ground labels as well as an R.A. and order number for ME to on put all the boxes, go online with Fed Ex to schedule a pick up, then I was to email the receipt and tracking # to them. I had to call Amazon again and explain that I did not have either it was all online. I again was assured Amazon would get all my money returned. The company did offer a discount if I kept them, I choose not to.I called Amazon once again and asked to speak to a supervisor, her name is (*******) she said she would get this resolved with ***** not to worry about it and she would call me on Friday to update me. She did and I missed her call when I called back I was told again with Amazons A to Z policy they would make it right. On 9/15/22 I received an email stating that a credit to my charge card in the amount of $515.35 total not the $818.55 they charged me. None of this was my fault and I have spent a lot of time trying to get my money owed and promised to me by Amazon I am out $303.20. I expect that amount refunded to me asap before I have to make a payment on return fees I was charges. As you can see I was charged more for the return labels then quoted on the email sent to me.
Business Response
Date: 09/21/2022
Hello,

Seller has informed customer that return shipping charges would be deducted from refund if their return labels are used. Hence, we have denied the customers request for remaining refund as customer used seller provided return labels.

We notified the customer of this decision by email on September 20, 2022.

Sincerely,
A to Z guarantee team
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.
On the 4th of September 2022 I was charged **** on my debit card for a Prime account that I had closed two months prior. I have contacted them twice they told me they did not see anything suspicious even after telling me that the money that was taken from my account was put to pay someone else's account. And I continue to have them try to take money from my account for this and Amazon Digital which I've never had. I want them to stop trying to get money out of my account for something I do not want or have. And I would like the refund for the $14.99 that they took from me for another person's account. When I contacted them they even told me I did not have a Prime account. So why was money taken out of my checking account for a Prime account that I do not have? I was not given a satisfactory answer. They told me they found nothing wrong with what was going on with my account. So I have closed my account and I no longer am doing business with them because I feel that they are running a fraudulent business and I told them I was reporting them to the Better Business Bureau
Business Response
Date: 09/18/2022
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 charges on your card.

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

This charge is considered unauthorized charge on your card and we'll not be able to take any action on it from our end.

I would request you to contact your bank and dispute the charge and this is the only option.

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
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.
placed an order on aug 18 22 was told it will be delievered on aug 26 but i still havnt recieved the order when trying to contact amazon about this they just say its late its not this is an issue that has been happening for over a yr they are sending out cases of drinks in over size boxes with no packaging so it gets damaged for over a year i have been complaining about this on this order they sent 2 cases of drinks in an over size box and added a phone that i am needing for my elderly mom
Business Response
Date: 10/12/2022
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 your concern with the order placed on Thursday, August 18, 2022 and have reviewed the tracking and available options in detail. We are not able to send a replacement at this time, we can only refund.

We have requested a refund of $69.50 on Order ID: ******************* and you should see it in the next 3-5 business days. With reference the Order ID: *******************, this refund was issued on Sunday, October 2, 2022.

We value your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

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
Customer Answer
Date: 10/13/2022

Complaint: 18039659

I am rejecting this response because:
if you look back for the last 2 mo the replacemnets have also been cancelled due to damage and even when you place other order in with the order of 2 12 packs of drink everything gets damaged and cancelled this is going on for way too long I shouldnt have to call for 2 weeks straight trying to get amazon to address this issue and it shouldnt *********** orders in 2 mo before amazon relizeses that this is a problem

there is a replacement order that is also damaged that i need to call about

Sincerely,

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

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