Complaints
This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 59,346 total complaints in the last 3 years.
- 21,740 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:09/18/2022
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.
112-6337526-9146603 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.Business Response
Date: 09/28/2022
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:09/18/2022
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.
112-8529430-1613036 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.Business Response
Date: 09/28/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 20 September confirming account reinstatement.
Sincerely,
Amazon.comInitial Complaint
Date:09/18/2022
Type:Product 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.
114-3784540-3783433 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.Business Response
Date: 09/29/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 29, September 2022 confirming account reinstatement.
Sincerely,
Rupsa
Amazon.comCustomer 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:09/18/2022
Type:Service or Repair 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.
112-5274074-7907424 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.Business Response
Date: 09/27/2022
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 all of 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.comInitial Complaint
Date:09/18/2022
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.
112-4435073-5213803 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.Business Response
Date: 09/27/2022
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 all of 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.comInitial Complaint
Date:09/18/2022
Type:Sales and Advertising 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.
Deliberate False Advertising:Upon ordering a bulky item from Amazon I was directed to schedule an appointment for delivery. The window for 9 days after the order was placed allowing adequate time for shipping/processing. A primary reason for ordering this item from Amazon instead of a competitor was the shipping and arrival date!For this order Amazon requires an adult be present to sign and receive the package as it is a larger, bulkier, and more expensive item.Upon checking the order daily it showed it had not shipped but going to customer service was reassured the delivery was on time.. I did this for multiple days before and during the day of delivery. Amazon sent this exact message multiple times including day of expected delivery falsely assuring customers not to cancel their order and reorder elsewhere."This item hasn't shipped yet, but is still on track to arrive on time. If you're expecting it today and don't see a status update, that's normal. Depending on the carrier, items may ship the same day they're delivered."Contacting customer service after failure to deliver. They sent an email stating the item has not shipped don't ask when, we'll contact you when we're ready to deliver.Contacting customer service yet again. Customer service told me the item was in their possession but refused to do anything to expedite delivery or even start the shipping process to a local warehouse. They sent links to policies that did not address false advertising issue. The representative were also abusive telling me I had no reason to expect delivery, despite Amazons repeated false assurances of on-time delivery and scheduling!Amazon repeatedly falsely advertised to expect on-time scheduled delivery. Despite knowing package was nowhere close! They required customer to waste valuable weekend to accept delivery only sending cancellation notice AFTER the delivery window had passed. Amazon should not be permitted to advertise on-time status in this manner.Business Response
Date: 09/29/2022
Hello Falconer,
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.
Due to their size or weight, some items may only be shipped via Standard U.S. Shipping or No-Rush Shipping. Amazon Prime members will still receive free shipping on these items if they are designated as eligible for Amazon Prime. However, we're unable to ship them via Two-Day or One-Day shipping. These items are noted with 4 5 day delivery messages in your search results and on the product page. Hoping you have received your package on Friday, 23 September 10:37 AM (PDT)
Also, Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.
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.comCustomer Answer
Date: 09/29/2022
Complaint: 18041621
I am rejecting this response because:The response completely ignores and does not address the issues raised in the complaint.
My complaint was not the rude and mocking customer service, nor was express delivery expected or scheduled. Both issues are red herrings placed in Amazon's reply to distract from the real issue.
My complaint IS that Amazon is falsely advertising that on-time delivery should be expected of items that are listed as not even shipped. I queried their customer service about a specific item. A specific item that they KNEW the location of. Yet they still sent messages through their system that the delivery appointment should be on-time and did not relent until after the delivery had been completely missed.
Simply Stated:
1. An order was placed and STANDARD large/bulky delivery scheduled for 9 days later giving plenty of time for the item to be shipped anywhere in the continental US. A delivery which required me to be physically present to accept delivery and sign. Effectively creating an appointment between me and Amazon.
2. Starting 5 days prior to delivery, daily, the website customer service was checked to make sure the item would be on-time. Each and every time I was given a message BY AMAZON that delivery should be expected on-time EVEN FOR AN ITEM LISTED AS HAS NOT SHIPPED YET. as items can be delivered directly from local warehouses (see attached image of amazon customer service webpage response to item tracking request). This message on this webpage should be forbidden as illegal advertising as clearly 'on-time delivery' should NOT be expected when Amazon KNOWS the item is nowhere close to the customer. This message continued to show up on the Amazon customer service page even AFTER the delivery was missed. This seems to indicate that this is a 'standard advertising response... and designed to make customers think the status has been checked and things are proceeding on schedule when they clearly are not.
3. Not until AFTER the delivery window was missed. Did Amazon even bother to send an email saying your delivery will be late. When Amazon's tracking systems were fully aware that the item was nowhere close! At that time speaking to rude customer service, it was abundantly clear that amazon was fully cognizant of the location of the package, and that delivery would not be possible.
4. Amazon ignored an appointment it created with a consumer while repeatedly assuring customer that the appointment should be expected despite having knowledge in it's systems that it should not make such assurances.
5. checking website again and 'tracking' delivery through customer service showed the same result again. The same message telling me I should expect on-time delivery after the delivery appointment had clearly been completely missed. Again, this message is inaccurate and misleading to consumers and constitutes false advertising on Amazons part.
Initial Complaint
Date:09/18/2022
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.
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.comInitial Complaint
Date:09/18/2022
Type:Service or Repair 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 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 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 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 2020Business 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.comCustomer Answer
Date: 09/19/2022
Complaint: 18041592
I am rejecting this response because:
Sincerely,
***************************
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