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

58,773 total complaints in the last 3 years.
21,915 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:08/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon claims to be earths most customer centric company- that is far from the truth. I will warn everyone I come across to stay away from them. They are committing theft and stealing from their customers. Let me explain:I was gifted a little over $1000 in gift cards. I thought, no problem, let me create an Amazon account to add them and eventually use them. I created my account, added the gift cards, and logon on the next to day to buy a textbook for school and it states that my account is on hold due to suspicious payment activity. Im not sure how someone using their gift card is suspicious. I proceeded to follow the on-screen instructions, received the receipt from the person who gifted them to me, and submitted the documents needed (including pictures of the gift cards, receipts, and my drivers license) I then get an email saying that that info wasnt sufficient and to resubmit what other info could there be? I proceeded to submit clearer photos of the id, receipts, and gift cards, only to get an email reply that my account has been locked. It makes absolutely no sense and and no time was I given a reason for the account lock. And no, Im not able to use the gift cards anymore, free stolen money for Amazon. I think they should at least refund the gift card balance if theyre going to close the account, or at least give a reason. Well, I will be steering clear of Amazon and warning others to do the same until this is rectified.
Business Response
Date: 08/11/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 11 August, 2022 confirming account reinstatement.

Sincerely,

Amazon.com
Initial Complaint
Date:08/07/2022
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.
A package was delivered to our address and I cant get a hold or find a place to let Amazon know I have this persons package. All I want is for Amazon to come and retrieve the pkg and deliver it to the rightful owner Thank you
Business Response
Date: 08/10/2022
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 unexpected package you received and regret the concern caused. We thank you for writing in to notify us of the issue, and hope you have confirmed it is not a gift that came unannounced.

In this case, you could keep the item, gift, donate or otherwise dispose off of the item as per your convenience. You would not be charged. As an alternative, I could request a free prepaid *** pickup for the package on your behalf to minimize the effort required to return.

We would request you to share the tracking number if you would like us to report the issue. We will research and take necessary action so it does not happen going forward.

I hope this works for you. 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
Initial Complaint
Date:08/07/2022
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.
on 7/28 I placed order # ***-8478348-8669822 Item arrived damaged with a small hole in it. I returned for refund. I paid part with credit card and part with a courtesy credit. Amazon is now reusing to credit the $13.01 courtesy credit back to my amazon account.
Business Response
Date: 08/10/2022
Hello ***,
.
I'm Abhishek 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're sorry for the inconvenience you've had.

The information provided by our associates are correct, promotional credits issued by amazon are non refundable. As a one time exception, I've now added $13.01 promotional credits to your account. In future, we cannot issue any refund for promotional credits.

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=****************

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

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/15/2022

I accept the response. However Amazon needs to be aware that this was not a promotional credit. I had a customer service credit on my account. It was not a promo in any way. That would be like if I spent kohls cash in the store and wound up returning the item. Kohls gives a store credit for the kohls cash, they don't just say sorry you can't have the money back for your return.
Initial Complaint
Date:08/07/2022
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.
The account is under- ************************* They closed my account almost Two weeks and will not unlock it because I cannot access that email anymore. I dont work for that school anymore so I cannot correspond with any account specialist under that email. I have about 400$ worth of returns and refunds In limbo because of this ridiculousness. I have called every single day for ************************************************ I have given alternate emails my phone number everything to unlock that account. I will continue the claim with BBB and also my bank and lawyer until someone unlocks that account and realizes I CANNOT OPEN ANY EMAILS FROM ANYONE UNDER THAT NAME. I NEED THE ACCOUNT UNLOCKED AND THEN I CAN CHANGE THE ******
Business Response
Date: 08/10/2022
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 03 August, 2022.

Sincerely,

******
Amazon.com
Customer Answer
Date: 08/10/2022

Complaint: 17685157

I am rejecting this response because: they did not send me any emails about this matter and I have about 500$ worth of returns that need to be refunded to me that were sent back. I called Amazon for ******************************************************************************************************************** another way. They NEVER did. I want my money back for all the items I returned.

Sincerely,

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

I am *********************** 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 am sorry for the inconvenience caused to you with account accessibility. To help you with this, I have checked the account details and see that the account is active now. You will be able to access the account. If you have any further issues with the accessibility, please reply to this email, so that I can help you fix the issue.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/13/2022

Complaint: 17685157

I am rejecting this response because:they reinstated my account but didnt issue me any refunds for returned items.

Sincerely,

*************************
Business Response
Date: 10/14/2022
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 3rd August 2022.

Sincerely,

********
Amazon.com
Business Response
Date: 10/30/2022
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 30 October, 2022.

Sincerely,

******
Amazon.com
Initial Complaint
Date:08/07/2022
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.
On 7/18/22, I signed in to amazon.com on my desktop computer. On the Banner of the home page, the following promotion appeared. "Eligible customers who sign-in to the Amazon shopping app for the first time are eligible to get $15 off their first qualifying $25 order made on the Amazon shopping app. They are also eligible to receive an additional $15 promotional code ($15 off on $25 in-app purchase of qualifying items) for making a purchase in that app for the second time. Sign in and qualifying purchases must be completed before 11:59 p.m. (PT) July 31, 2022."I then downloaded the App and placed an order totaling $48.36. I did not receive the promotion, nor any correspondence regarding it. On 7/23, I initiated an online chat with Amazon ***************** I chatted with "*******?" for 10 minutes. During the chat, it was stated that, "I've just checked with my supervisor and escalated about the promotinal credit, so it takes 3 - 4 business days for the team to get back, so please wait you will get an email ".I waited a week with no response. On 7/30 I again initiated a chat, this time requesting a call from ***************** I received the requested call at 9:00 am from ******* She again took all the information and stated I would get a response from Amazon. I told her that the window for the promotion closed at 11:59 pm 7/31. She said I should have a response by then; but definitely within 3-4 days.I waited another week with no response. On 8/7 I initiated another chat with "*******". He requested that I send a screen shot of the Amazon promotion from 7/18, which, obviously, I did not have. I asked to speak to a supervisor. I received a call back from "Aidron" at 1:42 pm. Aidron also stated that I must provide a screen shot in order to receive the promotion.I, like most people, don't randomly take screen shots of every offer I get on a website. I feel that Amazon offered me the promotion; why is the burden of proof on me, when they offered it?
Business Response
Date: 08/10/2022
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 shopping app promotion.

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

I would like to inform you that if you are eligible for any promotion on the website, it will be automatically applied to the account or the order that you place by the system.

We'll not be able to process the promotion manually from our end.

If there was an option, 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:08/07/2022
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.
Hello, I really like shopping at Amazon especially because my credit card provider gives me a higher % of cash back when I shop at your store. My only complaint is you don't sell the Fenty Skin Fragrance Free Face Wash. Its an inconvenience to have to use my card at 2 different merchants when I should be able to get all my stuff at one place. I have mild acne, I have to use fragrance free - you only sell the fragrance one. Please consider being more universal with Fenty Skin products, specifically their fragrance free products. Thanks !
Business Response
Date: 08/10/2022
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 Face Wash.

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

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: 08/10/2022

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:08/07/2022
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.
We are a seller on Amazon platform. On August 3, 2022, Amazon filed an ineligible A-to-Z claim on behalf of a customer that opened a return for an item purchased by us. However despite the item never being returned to us and the claim being ineligible, Amazon *****ed this claim and refunded the customer with our funds.On 7/2/2022, the customer opened a return using the reason "Item Defective" but wrote "too small" in a message to us. The size is stated in the item description, so the customer bought the wrong size by mistake and has chosen "Defective" as an abuse of the Return Policy to avoid paying return shipping fees. We are enrolled in the Amazon Prepaid Return Label program. The return was authorized, the customer was provided with Prepaid Return Label with tracking ID: ****************** Please check the tracking, there is no movement and no delivery. No indications that the return was actually shipped. We asked Amazon to close the claim and wait until we received the item BEFORE a refund is issued. They denied us that right and *****ed the claim to the customer. The customer now for all we know got to keep the item, and was refunded in full.Amazon has violated their policy by *****ing this A-to-Z claim and debiting our account to ***** a refund for an item that was not returned to us. Amazon put us in a situation where both of the following are true:1. We don't have the item because the customer never returned it. This is obvious if you look at the provided tracking. 2. We don't have the funds for the item because Amazon wrongfully took it from us and gave it to the customer even though the item hasn't been returned.There are policies for Amazon Returns and A-to-Z Guarantee Claims. They were not followed in this instance and Amazon is in violation of them. We are therefore filing this claim with the BBB, in hopes that you will investigate this wrong doing done by Amazon. Please let us know if more info is needed from us.Thank you.
Business Response
Date: 08/22/2022
I was unable to locate any seller accounts using the email address from which you have written, ******************************************* For security reasons please know that I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please ensure that all future contacts are sent from the email address used to register the seller account.
If the issue is still unresolved for your Seller account, you will need to send a new email to Amazon from the email address used to register the seller account.
Customer Answer
Date: 08/22/2022

Complaint: 17684661

I am rejecting this response because. The account is under ***************** Stop playing this game.

Sincerely,

*********************
Business Response
Date: 09/09/2022
We confirmed buyer purchased order on June 24 and requested a return on July 2nd, buyer filed a claim on Aug 3 after returning and not receiving a refund. Upon review, the *** return label w/ track (1ZA468W19036631774) - provided by the seller/complainant, showed it was shipped by the buyer on July 5th and no further updates after, which indicates the package is likely lost in transit. As such, the seller was correctly held responsible for the refund, as sellers are responsible to refund these orders and file a recovery claim with the courier. For pre-paid labels approved by Amazon, the seller/complainant has a path to remediation which can be referenced through their seller account.
Customer Answer
Date: 09/15/2022

Complaint: 17684661

I am rejecting this response because:

Amazon wrote: "the package is likely lost in transit. As such, the seller was correctly held responsible for the refund, as sellers are responsible to refund these orders and file a recovery claim with the courier."

Why are WE held responsible? It is AMAZON generating the return shipping labels with THEIR account (and OUR money) and forwarding them to the customer. It is their courier account; THEY need to take the responsibility of filing a claim with the courier for THEIR label.

Amazon also wrote: "For pre-paid labels approved by Amazon, the seller/complainant has a path to remediation which can be referenced through their seller account."

The path to remediation that they are likely referring to is a Safe-T ****** However, what they have failed to mention is that they have built a fortress around the Safe-T ***** 'path'. In order for an order to be eligible for a Safe-T *****, the order must have been refunded by AMAZON on our behalf. Amazon is supposed to automatically issue refunds on our behalf, at first scan. This system is referred to as Refund at First Scan (RFS) in their policies. But Amazon FAILED to fulfill their duties that they have outlined in their own policies. Instead, they allowed the customer to file an A-to-Z claim against us. An A-to-Z claim ALSO causes an order to become ineligible for a Safe-T ******

So they can claim that there "is a path" for remediation, but again, they have made it impossible to reach this path by failing to perform their promised duties of refunding the order at first scan.

Refund at First Scan: https://sellercentral.amazon.com/help/hub/reference/YLYQWNG8LZ9JNJP

Sincerely,

**************************;
Initial Complaint
Date:08/07/2022
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.
On August 2, 2022 an Amazon driver delivered to my house then went about 50 feet (still in front of my house) and stopped his van. He got out, opened the back doors and took out a bunch of pipes and other attached debris and left at the curb in front of my house. I have video for all this. I called the next day and was given the run around by Amazon. I called again on Friday and was told something would be done. I simply asked for the debris to be retrieved from the curb. After being on the phone for an extended amount of time I was told it was the wrong department, his supervisor was not answering his email and the correct department was not picking up and later told I would have to call directly. The number I was given was the number I called and got him.
Business Response
Date: 08/10/2022
Hello *************************,

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

I've reviewed the complaint and understand your concern regarding the issue with the Amazon driver.

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

I've forwarded this issue to the appropriate team for further review on it and it will be taken care.

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:08/07/2022
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.
After using several gift cards more than half a month ago, Amazon judged that I used too many gift cards from third parties. Then they closed my account. But I guarantee that all my gift cards come from formal channels, such as target and whole foods. So I immediately submitted my bank card and **** information to Amazon. They said they would contact me within 24 to 48 hours, but I did not receive any reply at that time. After that, I kept calling Amazon for help. They provided me with an email address, and I then sent almost all the receipts of my gift cards, but still no one replied to me. Then I called the customer service again and he told me that they would review my documents and contact me within 24 hours. It's more than 48 hours now, but I haven't received any reply. I think I have submitted enough evidence, and I hope they can contact me and unlock my account.
Business Response
Date: 08/11/2022
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 7/21.
Sincerely,
*****************************
Amazon.com
Initial Complaint
Date:08/07/2022
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.
Case Description: Order #***-4211002-6480247 Amazon I had fraudulent activity on my prime account in April. They came back as it was legit but my account is still locked out. Ive contacted more than 20 tunes with issue. So we opened a new prime account ordered an item for a game which was not good quality and broke within a week. We requested a return? Had *** pack it and pick it up from the house but Amazon says its the correct item. Ive contacted Amazon with no results from this matter either. The customer service is absolutely terrible and they just transfer you all around to different people with different answers but no results.BBB did get the first part resolved but I'm still waiting on a response from Amazon concerning the return that I've called and email numerous times hut to be transferred to someone else with no results. As soon as this is resolved I will be closing my Amazon account.
Business Response
Date: 08/10/2022
Hello *******,

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

I've reviewed the complaint and understand your concern about the order return and account issues.

I've checked and see that there is no issue with the Account.

Regarding the return, I see that a different item was returned and we'll not be able to take any action in this case from our end.

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

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/11/2022

Complaint: 17684225

I am rejecting this response because:
So you're saying that there is nothing you can do and the correct item was returned. This has been going on for months. *** package the item in the original box at my house and took it. I can't help what happened to it while shipping. This is absolutely unacceptable as long as we have been customers. We have been loyal customers to Amazon and made many purchases from our other account. I've even paid for two Amazon Prime accounts because you would not unlock the old account for months after numerous attempts on our part. If I need to get legal advice on this matter who does that need to be directed to?

Sincerely,

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

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