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

57,516 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:08/13/2022
Type:Sales and Advertising 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.
My account was suspended due to suspicious activity and I was asked to verify my credit card on file, which I did. Then I was asked to verify a credit card that I no longer had, it was replaced many years ago due to a company breech. I explained this to Amazon customer service via email. Then they asked me to verify my original credit card again, which I did. Then I get an email stating my account had been permanently closed. No big deal BUT I pay for prime on this account AND its attached to my email and it wont let me sign up for another account. I use my Amazon account religiously for my personal use, and also personal use for my parents. There is no way to contact customer service so I made another account with my cell phone and mysteriously before even getting to place an order it was suspended due to suspicious activity. Not sure whats going on but I need my account unlocked!
Business Response
Date: 08/21/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 21/08/2022 confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 08/21/2022

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:08/13/2022
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.
Currently on hold... Since July 14, 2022 I have been unable to access my account. My account was hacked, it has been 3 weeks, and nothing from Amazon. I've called them 14 times not including today. I called and get a customer service person who transfer me to the leadership team and all either of the 6thll do is fill in a form. I've been told multiple times that the managers for leadership are not available to customers. I requested for the leadership supervisor and told that they don't deal with customers. Now they have filled out 14 forms, 15 including today. I use my Fire Tablet for school and for entertainment. I am legally blind and visually impaired so all my movie apps are on that tablet that I can listen to. I failed two summer classes because I couldn't get on to the tablet to take my finals and turn the last of my homework because in order to even open it up you have to log in with your username and password. My account was hacked, and I can't get Amazon to do anything about it. Whoever's using my account is making returns so that they get a free product when I didn't return the items. They also tried to charge $162 on my credit card. I ordered packages for my brother as a housewarming gift, half of them that were delivered were handed to the resident, which would have been my mother who was still at work at all of the times. Amazon says I have to verify who I am, but the hacker can just continue to use my account even though it's supposed to be frozen. Oh, and to boot, all my emails are now in Spanish! I have spent over $800 in the past month, basically the week before my account got hacked. I had several times where they had to send me a new product, because their drivers don't know how to read instructions and amazingly enough, the ones that are missing are the only ones that the driver did not take a picture of the Box on the step to confirm delivery. I have legitimate returns of my own, but I can't log into my account to print out the labels.
Business Response
Date: 08/23/2022
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 8/23.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
*****************************
Amazon.com
Initial Complaint
Date:08/13/2022
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 received a defective item ***************************** Amazon does not want to issue a refund or replacement and suggest to contact the manufacturer for warranty options but the product was dispatched from Amazon and they were not careful.
Customer Answer
Date: 08/24/2022
Order n. 113-5173000-5312264

Tracking ID: **********************

Business Response
Date: 08/30/2022
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've reviewed your complaint and checked with the concerned department in this matter.

They've requested photos of the item including the shipping label. We request you to share the same so that we can review the issue and assist you further.

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/30/2022

Complaint: 17712304

I am rejecting this response because they always reply to me with the following: "
Hello,

The photo(s) you provided doesn't show any damage of the item.

We will not be able to issue a refund or replacement on this occasion. Since the item is damaged, you may want to contact the manufacturer for warranty options.

Thank you for your understanding.

Best Regards,

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

Amazon.com
Your feedback is helping us build Earth's Most Customer-Centric Company.
http://**********************/your-account"
Sincerely,

***************************
Initial Complaint
Date:08/13/2022
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.
Amazing customer service agent name **** promised me a refund that would reflect on my gift card within 3 to 4 hours and advised me to toss or donate the hoodie I had purchased for a bday gift for my daughter , upon checking I got nothing but the run around from Amazon and an email stating they are sorry but they wont cant honor what the chat agent **** has told me , I been sick in the house going in 6 days today and I dont leave the house In order not to pass germs so I use Amazon for my childs stuff as well as mine this is horrible customer service I want my refund as promised order #***-2135595-8161052 the kid hoodie
Business Response
Date: 08/16/2022
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've reviewed your complaint and checked the order #***-2135595-8161052 you've mentioned.

Upon checking the order I see that a refund of $22.25 has been issued on Tuesday, August 16, 2022 to the original payment method.

Refunds, typically gets processed within 3-5 business days from the issue date.

Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=***-2135595-8161052

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/13/2022
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.
August 2 2022 I bought cellphone item number is ***************** I requested a refund on august 5 2022 *** picked up item on august 5 2022 .amazon refuses to give me refund.
Business Response
Date: 08/16/2022
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've reviewed your complaint and checked the order #***-4139695-8810635. upon checking I see that the item was returned on August 5, 2022.

The concerned department has requested you to wait till September 5, 2022. By that time the return will be processed.

We request you the same in this matter.

Your patience and understanding is appreciated. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/24/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:08/13/2022
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 Amazon account has been frozen, I have tried calling customer service several times, during the 1st called was told that I would receive an email and it would be resolved. Never received the email. The second time the representative had me download an app to my phone so he could see everything, directed me to purchase a gift card, then a take a phone with some numbers and the last to take a phone with my ID, where I told him I was not going to do that. He told me if I did not do that then I was basically saying that I had purchase items that some hacker had placed and that I was responsible for that. We started arguing. What!!!!! I refused and hung the phone. I have tried to get customer service still to no avail. I just want to get details. Why was my account frozen, how do I get the account back!!! When I try to log in, it asks me for an expiration date to a credit card I never had. But can't get anyone to help, except for that person that if I was hacked that is a lousy way to go about fixing the problem. I felt like this person was going to hack me again.
Business Response
Date: 10/19/2022
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've reviewed your complaint. Upon checking I see that your account is currently active and recent orders were placed from it.

We apologize for the inconvenience caused to you during this time. If you have any further concern please feel free to reach out to us, here's a link to our Contact Us page:

http://www.amazon.com/gp/help/contact-us/general-questions.html

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/13/2022
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.
On July 23rd i recieved an email saying that my account was placed on hold by Amazon and to change and reset the password. Its been almost a month now that I havent had access to my account. *** tried to reset the password several times now and still havent been able to get back into my acct.Ive called several times and spoken to customer service agent and verified all my information and based on the last phone call, was told I would have access back in the next 48hrs. That was 4 days ago. Fast fwd aug 2nd. still havent been able to log in. But I recieved another email asking me to reset my password. Again I followed the instructions. Reset and am still not able to log in. I called customer service once again and was told that it would be back in 24hrs.
Business Response
Date: 08/20/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 8/21/2022 confirming account reinstatement.

Sincerely,

Amazon.com
Customer Answer
Date: 08/24/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* Au *****
Initial Complaint
Date:08/13/2022
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 purchased 4 orders of $20 Amazon gift cards, each order contains 10 gift cards. But what I received was a gift card with a face value of $15, which was not what the website stated! When I contacted the customer service, the customer service promised to make up the difference to me, but then the promise was not fulfilled!
Business Response
Date: 08/16/2022
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 am so sorry to hear of the issue with the incorrect pricing on the website and have reviewed your account. We regret any inconvenience caused.

While we work really hard to ensure there are no errors on the website, in a very few cases there are pricing errors. We have sent you gift cards in the amount of what you paid, and have added a promotional gift card of $5.00 to your account.

We will not be able to issue any further credits or refund on this issue.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/13/2022
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 pay for Amazon prime monthly for 2 day shipping - it is guaranteed I pay the amount for that. I ordered and the delivery person dropped off someone elses package with a different name and all my items are missing. I call and want my items in the time frame I paid for them for the additional fee I paid for prime. I ask to have them replaced, refunded for just the items I didnt get in the 2 day window as promised because that is not what I am paying for and refunded for the Amazon monthly charges because they did not fulfill their end. The names are different, address different. They treated me badly and refused to refund me back to my card for ONLY the ones I didnt receive and wouldnt even try to help me. If my husband calls he is treated differently, women are discriminated on. I feel that this is false advertising and promises of fulfillment. I think I was being more than fair. I didnt get my items due to their lack of competence. They then said it was the delivery people not their problem. The trucks say Amazon yes?? So it is you. They wouldnt get the missing items to me within the time frame prime says it would be here. I believe I should be refunded for all the months of prime as they are fraudulent and taking peoples money and not fulfilling what they say. And for the items I didnt receive that I have to wait for 3 more days for and they should replace them. I work hard as a single mom for my kids and money and they wouldnt even try. This is wrong.
Business Response
Date: 08/16/2022
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 am sorry to hear of any misunderstanding with your deliveries and Prime benefits and have tried looking into the issue. We regret any aggravation during your contact with ***************** I am afraid, we do not have an option to offer adjustments or waivers for Prime.

We are reachable 24/7 for assistance with your orders over call or chat. I request you to work with the team for effective assistance with any concerns you have.

Amazon Prime is a membership program that offers many benefits, including FREE Two-Day shipping on millions of items, access to movies and TV shows, ad-free music, unlimited photo storage, and Kindle books. It is not just a free or a expedited shipping program. You can view a complete list of benefits here:
http://www.amazon.com/gp/help/customer/display.html?nodeId=*********

More information about Amazon Prime, including membership Terms & Conditions, can be found on our Help pages:
https://www.amazon.com/help/prime

Our shipping estimates take into account the time it takes to receive the item, pack it, and prepare it for shipment. For more information visit:
http://www.amazon.com/gp/help/customer/display.html?nodeId=*********

You can cancel your Amazon Prime membership and receive a refund of the membership fee if you or your registered guests haven't used the membership benefits. To cancel your membership, please visit the membership cancellation page to check eligibility and for options:
https://www.amazon.com/mc

We appreciate 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: 08/23/2022

Complaint: 17711848

I am rejecting this response because:
None of this solves anything I complained about. You are saying that when we pay for Amazon prime to be a member that we get two day shipping and that is because we pay for it. I didnt receive my items in two days, I got someone elses package that did NOT have my name or address. I requested a refund of the month of prime that you didnt keep your word on because that is false advertising and not my mistake. I requested a refund on the iteMs that did not arrive when they sent something to me saying all of these items were DELIVERED they were not. False information. I want a refund for that month of prime and the items that were falsely stated as delivered and for the false advertising for two day Amazon prime shopping which I didnt receive. And I paid for under this stated benefit of paying $12.99. I dont see anything in their response that takes any responsibility or says refund. It is FALSE INFORMATION AND FALSE ADVERTISING.

Sincerely,
***********************************
Initial Complaint
Date:08/13/2022
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.
I ordered a ps5 that was to be delivered on 8/10 and a signature was required for this item. I got a alert saying the package was delivered at the door. The package was never delivered and my door camera records all motion. And the driver is not on it. And the item never got to my door. I got an email saying it was scanned in route and Ill get it and I never did. They require that I make a police report but Amazon doesnt want to disclose the driver name so I can add it to the report and I can file Criminal theft charges. I have to go through all this to get a replacement item.
Business Response
Date: 08/16/2022
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 se your concern on the delivery of your order and have looked into the issue in detail. While we understand your concern, we will not be able to issue a refund or replace at this time.

Based on our investigations of the delivery, 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 [45 DAYS AFTER THE DELIVERY DATE] 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 note: to assist in obtaining a police report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

Thank you for your understanding.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/23/2022

Complaint: 17711743

I am rejecting this response because:
I did everything needed an one of the drivers stole my item and Amazon is not doing anything about it. Its like I lost my item and my money and they want me to wait until the police close the report and there is no telling how long that is going to take. Due to me wanting to press charges in the driver and Amazon not giving the driver name.
Sincerely,

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

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