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

58,322 total complaints in the last 3 years.
21,869 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:08/09/2022
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.
Hello, I consistently check my Amazon account to make sure nothing was unsual is going on. I logged into my Amazon Prime account seeing services for tv streams I never signed up for. I also Ivediscovered that I was being doubled charged for a tv streams I already held. The television streams Ive been doubled charged for that I already held are Starz, Showtime, Allblk, and BET+. I informed Amazon of the matter and they stated that the company could only refund me for the past *************************************************************** to file a dispute with my bank. But they knew that my bank would say the exact information they gave. There were also streams I did not sign up for that I was charged for such as Dekkoo, HBO, *** Documentaries, Hallmark Movies Now, Epix, Discovery+, Paramount+, ******************** and Brown ****** Is there any way possible that I may be assisted?
Business Response
Date: 08/21/2022
Hello *****,

I'************* 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.

We have reviewed your account and it looks like whenever you enter a show via your Amazon.com account, you subscribed to free trials which later auto-renewed.

I was able to apply a refund for all the charges you received from those subscriptions in 2022, however most of them were already refunded, the remaining refunds are for a total of: $112.25

Please note that most of these subscriptions started as a free trial, everytime you access a show or movie some of them are cover only by having these subscription, therefore if you start a subscription and never cancel the trial you will eventually get charge for the service.

You can view and manage your active Prime Video Channels from the Manage Your Prime Video Channels page in Your Account:

https://www.amazon.com/gp/video/subscriptions/manage

This page includes a list of all your active Channels, as well as the monthly subscription price and renewal date.

You can use the "Prime Video Channels Payments" section to change your subscription's payment method as needed. You also have the option to cancel subscriptions from this page.

Thank you for choosing Amazon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/09/2022
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.
Good afternoon, Amazon's Account Specialist.Back on July, 08, my account was closed after I updated my payment method for an Amazon's order.After I've submitted my billing statement and documents, my account was reinstated on July, 08.So, again on July, 11, I tried to purchase the same item and my account got locked again and I was asked the same documents: billing statement of the credit card used to place the orders.Immediately I uploaded the document that showed not only my billing address but the charge for all my past Amazon's orders with its particular merchant ID.So, absolutely there's no issue with my payment method.I even called **************** (the card issuer) and they told me that there's nothing wrong on my account and that my billing statement matches my personal information on the account.But this time, on July, 15, I got the following e-mail:"We have removed access to this Amazon.com account and canceled all open orders.We took these actions because our records show that this account is related to another account that was closed by Amazon. You will not be able to access your account, or place any orders. We also advise you not to open more Amazon accounts, because they will be closed automatically."I'm sure that there's a mistake, probably related to the *** Shipping Address *** (Not the Billing Address!). May someone else got their account locked while using a similar Shipping Address and by mistake (with all respect) the Amazon's Account Specialist thought I was the same banned user.So, I kindly ask you to double check my payment method used and please reinstate my account (***********************************).I've some Order Returns that were processed and I can't verify its refund, since my account was locked.Best regards,******.
Business Response
Date: 08/17/2022
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 8/17/2022.

Sincerely,

Amazon.com
Customer Answer
Date: 08/26/2022

Complaint: 17694469

I am rejecting this response because I didn't violate any rules from Amazon. Also, I'm not asking to get access to my account back, but get my money that was refunded in the form of gift card after I've returned an order, as I showed on the screenshots attached.

Sincerely,

*************************
Business Response
Date: 10/18/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on October 18th, 2022 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:08/09/2022
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 fraudulent product on their website. It states a 'hypervolt massage gun' and I went to hyperice (the manufacturer) and was confirmed this is not a hypervolt massage gun. I have already filed a claim and receiving the run around with Amazon customer service.
Business Response
Date: 08/16/2022
Hello ********,

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

I'm sorry for the trouble you had with the order.

I've checked and see that you've placed the order on Saturday, January 8, 2022. Unfortunately its too late to take any action. You have 90 days after the maximum estimated delivery date to request an A-to-z Guarantee refund.

http://www.amazon.com/help/a-to-z-guarantee

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com

Customer Answer
Date: 08/23/2022

Complaint: 17694492

I am rejecting this response because: this was a fraudulent product sold on your website so a refund needs to be processed immediately or a lawsuit will be filed.

Sincerely,

**********************
Initial Complaint
Date:08/09/2022
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.
We had ordered a vacuum sealer machine for our home to process food for storage. This order was placed from Amazon and the unit didn't work and we wanted to send it back. Amazon told us it would be a few days before they would pick it up and for us to leave it on the front porch which we did. Amazon also told us that *** GROUND would ring the door **** or **** on the door. Our garage door faces the driveway there's a walkway to get to the front door. The next day we found a sticker to be placed on the package on the table on the porch driveway not at the Front door.We are retired senior citizens that are always home. They did not pick up the package that was on the front porch or ring the ****. I called Amazon and told them and then Amazon told me and and Amazon told me to call *** directly and pre-arrange a place for the driver will pick it up so I called ***. The lady at *** was absolutely no help not only was it difficult to understand her British Hindu accent she refused to listen. We had give her the tracking number 4 times over 1Z E90 765 78 **** **** I told her that Amazon had made another schedule pick up for Thursday but the lady at *** said they gonna have them pick it up that afternoon but it would definitely cost us money and refused to disclose the fees. I told her to never mind. I just keep the **** thing. Now we have been cheated twice. Item 1 a defective product. item 2 *** driver at failed to follow instructions as promised. Item 3 an incoherent staff member at phone number ************.
Business Response
Date: 08/16/2022
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 product return issues.

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

I would like to inform you that I've taken care of the return and you need not return it.

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

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: 08/16/2022

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:08/09/2022
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 am a third-party seller on Amazon (Merchant Token A32CTX7AQR40AS). Amazon suspended my account for inauthentic concerns, but my inventory is NOT inauthentic, we just failed to match our international versions to the correct listings. We explained to Amazon that we cannot provide the invoices for ASINs they requested because, as indicated in our plan of action, we listed against the wrong ASINs.We specialize in international products andoutside of Amazon we sell our inventory to Brazilian stores. We have also decided to stop sourcing from our supplier because Seller Performance cannot verify our supplier. We provided invoices from a new supplier but Amazon continues to say they do not have enough information to reactivate our account. They seem committed to not understanding our appeal. Can you help?
Business Response
Date: 08/16/2022
Hello,

We reviewed the information provided and we would like to inform you that we are unable to reinstate the seller account at this moment. We understand that the seller sold international versions of enforced products, but as per our policy, we need the seller to provide supply chain invoices for the enforced products. The seller does not qualify for reinstatement through invoices of future source of inventory path.
Initial Complaint
Date:08/09/2022
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 used my ebt to purchase items on Amazon.com. The first purchase was 240 and the second was 40 ... I was charged 320 for the first order so I was overcharged 80 dollars then send an email I still owe 140 but I already paid that so I'm out 140 plus 80 overcharged to my ebt card. They have tried to bill my bank account even tho it's evt items only I've talked to 7 customer service people over 3 days and been given the run around and no help. Was told to contact my bank but the bank isn't the issue it's amazon. I want the 140 I already paid and the 80 I was over charged
Business Response
Date: 08/21/2022
Hello ********,

I'************* 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 I'm sorry about the inconvenience caused regarding the recent charges on the EBT.

Usually, when there are large numbers of items in the cart at the time of placing order, the system splits the order into multiple orders. In such case, the charge on the payment method may reflect differently than the charge mentioned in the order confirmation email. Looks like that is what happened in this case.

The $320.57 charges on your EBT Card is towards two orders, Order ID: *************************** and 114-8433670-3212210 ($242.30), $78.27 + $242.30 = $320.57. You are not charged extra $80 on your EBT.

The $145.20 was refunded on August 10, 2022 towards the order 114-2140009-5896226.

The other $40.77 charge is towards the two orders, 114-3513956-0502612 and 114-9318741-6905840, later $25.53 and $1.51 were refunded towards the 114-3513956-0502612 and $1.90 was refunded towards order 114-9318741-6905840 as the order was cancelled.

I'm sorry about the confusion the charges are the refunds may have caused. I request you to review your EBT Card statement to review the charges and write back to us if you have any further questions.

We appreciate your understanding in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/09/2022
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 recently ordered a ******* Stick with ***** Voice, it was delivered on June 28th 2022. Since I've had this device the remote controller dies every two days killing my batteries. I purchased a new 12 pack of Duracell batteries as I thought the cheaper Harbor Freight batteries were not holding up, but that was not the case. I called Amazon ************* the week of August 1st on Monday the 1st or Tuesday the 2nd when I explained my situation concerning the remote controller. I stated I needed a replacement for the remote only, but was told they would be sending a replacement of the entire system which would be to my home by Friday the 5th or Saturday the 6th. The product never came. I called to inquire about to which I was told there was no documentation in the file about sending out a replacement. The representative then told me he would send out a replacement remote only and would counsel the employee who did not follow through with my replacement. I was then told I would have to purchase a new remote then I would be reimbursed. I also asked to have my brand new pack of Duracell batteries replaced to which they said they could not. Amazon's website does not clearly have a place to file a complaint or any other recourse that will show a negative impact to the company. Batteries should last weeks or moths not days at a time.
Business Response
Date: 08/15/2022
Hello *****,

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

I'm sorry for the trouble you had with the FireTV stick remote.

I've checked and see that our colleague from *************************** has already issued a full refund to your card which will show ** in **** business days from Monday, August 15, 2022.

You can see the refund here :

https://www.amazon.com/gp/css/summary/edit.html?orderID=114-9065282-4678664

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:08/09/2022
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.
My amazon account was placed on hold due to a payment issue. Payment issue was taken care of and my account was never unlocked so I cannot use my account even though I am still being charged for it. When I call customer service they say there's nothing I can do other than have them fill out a form and wait for a call back. I have done this 2 times and have not received communication from Amazon. Everything I call they say there's nothing they can do and that they cannot transfer me to an account specialist as my account is on hold and they can't help if it is on hold even though they tell me the form I filled out goes to the account specialist and that they won't be able to help me.
Business Response
Date: 08/15/2022
Hello 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 Account access issues.

I've checked and see that the appropriate team has restored your access to the Amazon account. You can now sign in and place orders.

Thank you for your patience.

If you want to continue using Prime benefits, please re-subscribe.

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:08/09/2022
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 MADEM modern pendant light from Amazon on June 4 2022, however the light did not work as described so I returned if on June 18 2022. Amazon initially gave me full refund on June 18 once the item was scanned in at a *** center, however, Amazon charged me the full amount again on August 6 2022. I happened to catch the unauthorized charge by checking my bank statements. I contacted Amazon and spoke with Diamond on the chat function on August 9 at **** HST. I explained to Diamond that the unauthorized charge caused undue hardship on my family and i during these challenging times and asked if Amazon could issue a gift card as a good Will gesture to help alleviate the problem that Amazon caused; Diamond responded no and hung up the chat on me. The issue was caused by Amazon not properly scanning the item in once they received it, which caused a difficult financial situation for me and my family. Now, I do not have enough money to buy groceries this week.
Business Response
Date: 08/16/2022
Hello *******,

I'************* 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 I'm sorry about the unexpected charge towards the advance refund of MADEM Modern LED Pendant Light 1-Ring Circular Contemporary Chandelier ****'' Flush Mount Pendant Lighting for Living Dining Room Bedroom. This doesn't happen usually.

I've checked and see that the charge of August 6, 2022 was refunded with 3 days after the charge on August 9, 2022.

Regarding the compensation; unfortunately, we're unable to issue gift cards as compensation. Hence, I've issued a $25.00 promotional credit to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.

The promotional credit doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.

For more information about promotional credits, including the terms and conditions of use go to:

https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/23/2022

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:08/09/2022
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.
My Amazon account has been closed as of 8/9/22 for "violating terms of Conditions of Use". They will not explain what violations occurred. Further attempts to contact Amazon have been fruitless. I would like my account to be reinstated so that I have my purchase history and invoices, and access to the gift card balance that was on the account.
Business Response
Date: 08/16/2022
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 16 August, 2022.

Sincerely,

******
Amazon.com

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