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

58,185 total complaints in the last 3 years.
21,789 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:08/01/2022
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 got an email on 05/06/2022 that says Amazon has closed this account(***************** )because their records show that they closed another account of mine for not meeting the terms of our Conditions of Use agreement without any notification tells me that my account was on hold for some reason, just closed my account straight away.The first reason might be I am using multiple accounts, I do not have the access to my older account on many of my devices since I did not receive any email from amazon from 2 years ago including the one-time password email in order to log in on devices and that was very inconvenient to me so I need to create a new account.the second reason might be I returned several items in a short period of time using my older account, I think those items should include a ******* galaxy watch 4 and some ski gear such as ski goggles, socks and etc. The reason why I returned the watch is that it was a birthday gift for my girlfriend and she just does not like the pink color so I returned that and got a green one for her from BestBuy (the box was opened but the watch itself was untouched and brand new). About those ski gear, we decided not to go skiing due to the weather (at that time, the weather was already kinda hot and the snow in the snow field had already begun to melt). And those gears were also brought for my girlfriend because her account was told to be closed right after buying these so I have to buy those same gears again using my account because we did not think that her order goes through, but after a few days, she surprisingly managed to receive those gears. Because of that, I had exactly the same two sets of ski gears shipped to my place and I need to return one set back to amazon. I never opened those ski gears including the outside package, all of them even have the original shipping label on them, they are definitely brand new and sealed. Other than that, I could not think of any reason why my account has been banned.
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 8/16/2022.

Sincerely,
Amazon.com
Initial Complaint
Date:08/01/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order #***-5300707-6319422 Charged for the item that was never shipped, ridiculous.
Business Response
Date: 08/25/2022
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on August 03, 2022. This email confirms that the refund has been issued for $430.92 to the original payment method.

Sincerely,

******
Amazon.com
Customer Answer
Date: 08/25/2022

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:08/01/2022
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.
Hi, my amazon account is ********************* there was gift card balance over $250 Just few days ago, when I tried to order a hotels.com product, they held my account and asked me to submit all my billing details to remove the held. I already submitted in the past days, and they still hold my account. They said they have problems with 2 of my cards and the gift cards. I uploaded the receipt, photo of the gift cards, both photos of AmEx cards(ending in **** and ****) and statements. They just keep asking the same thing, I uploaded those info two times. When I uploaded info about the gift card, they will ask info about the card ending in ****. When I uploaded info about the card ending in ****, they would ask info about the gift card. I dont know how they keep asking the same thing in cycles and still hold my account. I follow their instructions to upload info that they require. Please help me to solve this problem. Thanks a lot.
Business Response
Date: 09/06/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/9/2022 confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 09/06/2022

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,

Zhenqi **
Initial Complaint
Date:08/01/2022
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 driver mistakenly used gravel access driveway meant for lawn tractor and damaged not just access way but my lawn and outside ground lightHe got himself stuck in side/backyard could not get out of yard due to incline of access way not being graded for vehicles and had to drive down my hill in front yard to extricate vehicle off my property causing over $5000 in damage. Police came and filed damage report and driver admitted to mistake and causing damage. Filed ********* and have had Claim adjuster out to view damage but can not get ARC to call me back and resolve claim no matter how many messages I leave on ************************* my adjusters voicemail. Very poor customer service. 0% satisfied with how ARC handles claims when proof of driver fault has been submitted along with police report estimate and pictures and theirs adjusters report.
Business Response
Date: 08/19/2022
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 the issue with the damage to your property and have reviewed the information available in detail.

ARC, our claims administrator, has carefully examined the details of your property damage, claim number [AMZ2022171375]. Based on their investigation, $2940.22 was granted to support your claim.

However, if you have concerns with ARCs resolution or have additional evidence to support your property damage claim, we recommend that you contact them directly using the information below.

ARC Phone Number: ****************
Business Hours: 8:30 a.m. to 7:00 p.m. EST, Monday-Friday
Claim Number: AMZ2022171375

We appreciate your understanding.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/01/2022
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 was scammed by an email which was supposed to be from a friend on 7/21/22 asking if I had an Amazon account. I was asked by the scammers to please send 2 gift cards to another friend who just discovered she has stage IV cancer. I complied and sent 2 gift cards on 7/21. After phoning my friend (same day) I found I had been scammed, she did not send any such request. I proceeded to phone Amazon all afternoon (7/21/22) to have them stop any purchase the gift card scammers would try to make. I was told the gift cards had been "claimed" and I could not be refunded! Why couldn't Amazon stop any purchases made that same day??? I am a senior and I do have stage IV cancer. Amazon then promised me a refund and then changed it yet again. All this is very upsetting to me and my health. I can not afford this, it may not mean much to Amazon but it's a lot of money to me ($200 & $100). Amazon's consumer protection review said I would receive a refund 3-5 days and then changed it again. I saved part of that transcript and am including that document. I just don't understand why Amazon could not stop any order made that same day. I feel I should get a refund spending all afternoon trying to stop the scammers purchase. I may have been duped but Amazon was negligent. They refuse to give me a refund on my account. Can you help? Thank You
Business Response
Date: 08/04/2022
Hello,

I'm Harasankar 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. Unfortunately I'm unable to determine the order number that you are referring to.

Please share the order numbers so that we can review the correct order and assist you further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

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: 08/10/2022
I replied to Amazon on 8/4.. I have included the email I sent

Customer Answer
Date: 08/16/2022

Complaint: 17652346

I am rejecting this response because:

Mr. **********, I appreciate the communication. However, my bank has nothing to do with said problem nor does my account being compromised. There is no doubt that I was duped by scammers to order said gift cards but my complaint with Amazon is that even though I contacted Amazon the same day (many times) and made Amazon aware that the gift cards should have been canceled or at the very least not been honored under those circumstances. There was ample time for Amazon NOT to fulfill any orders from those gift cards. Amazon WAS negligent.

I am offering this one time to meet Amazon half way. I will rescind my complaint if you award me with store credit for at least half of what it cost me ($150 of $300). I am trying to be as fair as possible and I am a good customer in good standing. Again, if I was at fault for being duped, then Amazon is equally at fault for being negligent when told they were NOT purchased honorably. Please respond in a timely manner about my offer. Thank you.

Sincerely,

*********************
Business Response
Date: 08/16/2022
Hello,

I'm Harasankar 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.

After reviewing the issue they've informed us that the order in this case was placed by you and the account is not compromised.

Unfortunately, we cannot take any action in this matter, you may reach out to your bank and dispute the charges.

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:08/01/2022
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 account was locked the evening of 7/31/2022. I tried to resolve the issue myself by getting a One Time Password and entering it on the website to reset my password or do what I could to unlock my account. It didn't work so I tried again on the morning of 8/1/2022. Again I was unable to unlock my account. So I called customer service for assistance. The first woman I spoke to said she had to send my information to the account specialist department and then I could call back after 24 hours. I asked to be transferred the the account specialist department to take care of it at that time as I have orders pending. Instead she transferred me to her supervisor, ****, who said he would help me resolve the problem. He didn't. I got the same run around. He said he couldn't transfer me to the account specialist after all but had talked to them. They told him to tell me I would get an email after 24 hours that would tell me how to unlock my account. And that it was just 24 hours so not to worry about it. I asked to speak to his supervisor or someone who could help me. And he said there was no one. I asked to file a complaint with Amazon and asked to be transferred to that department. He said there was no where to file a complaint. I was on the phone for over a half hour talking to people that couldn't help and online for over an hour. This is a ridiculous system/process. It was clear from my interaction that people that worked in customer service didn't care and were inefficient in helping customers. I have been a customer for many years and haven't asked for help before and now when I need it. They don't care to help me.
Business Response
Date: 08/18/2022
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 your account not being accessible and have reviewed the account in detail. The account was not placed on hold and we will not be able to issue any credits on this issue.

A review of the account showed that the password had to be reset on the account around the time you shared with us to access the account. We would not be able to provide insights into what caused the account to require the password reset.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

If you have concerns regarding your account security, the best action you can take is to choose a strong password for your account or enable Two-Step Verification, a feature that adds an extra layer of security by asking you to enter a unique security code in addition to your password.

To sign up for Two-Step Verification, follow the steps from this Help page: https://www.amazon.com/gp/help/customer/display.html?nodeId=****************.

For more information on choosing a strong password, please review the following Help page:
http://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 in this matter.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/01/2022
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.
On July 24th, 2022, I placed an order on the Amazon app (order #:112-8095864-7361824). I was suppose to receive the package on July 26th, 2022, I called the Amazon customer service on July 26th, 2022 and spoke to the custom service rep named ******, at 6:21pm. ****** stated if the order still was not delivered by end of day they will issue me a $25 credit and reach back out. It did not arrive so I reached back out on July 27th, 2022 at 9:22am via chat on app and spoke with *** named ****, and she stated if the order still does not arrive they will issue the $25 (included in screenshot. On July 28th, 2022 at 11:29am via chat on app and spoke with *** named ****, **** stated instead of the $25 she will just issue a refund credit, instead of doing this she cancelled my order without my knowledge or consent. I only found out because after a few hours I checked to see the status of the order and it showed as "cancelled". So I reached back out via chat and spoke with *******, who stated they can only credit me $10 and then I was transferred to ****** who stated they were the supervisor but before i could respond they ended the chat. I then spoke to *** ****** via chat at 3:16pm, who stated they can only credit me $5 and that every person I spoke to before was giving me incorrect info, I was then transferred to Madan (supervisor) who stated I never called in and proceeded to tell me I was incorrect and that they are unable to issue any credit because "im sorry but this is the final answer " after I asked them why did the credit keep changing and why was I being told a different story by each ***. Not only did I never receive the $25 credit I was promised but my order was cancelled by the customer service rep without my knowledge or consent all while being called a liar by them. All I want is the credit of $25 promised by ****** and ****. I am still shocked at how the *** spoke to me even through chat were everything is in writing.
Business Response
Date: 08/15/2022
Hello Victoria,

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 the delivery delay on your order due to issues in transit and have reviewed it. We regret the inconvenience caused and have issued a $5 promotional credit to your account.

At times, an order cannot be delivered and is returned due to unknown reasons. While I see your concern with the delivery, $5 is the maximum we are able to issue in this context. I hope this works for you.

In this case, your order was fully refunded to your Store Card on Sunday, July 31, 2022. You would see the refund on your statement in 3-5 days of issue.

The credit would automatically apply as a discount on qualifying orders shipped and sold by Amazon, no codes required.

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:08/01/2022
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 is misrepresenting its prime benefits. I purchased a prime subscription based on what i read of my prime benefits and yet now i am being charged extra amounts for what should have been covered under my membership payments. When customer service was called nothing was done to refund the extra charges and they continually tried to cancel the services. I didn't want the services canceled. I wanted the extra money they were not due returned. I pay for amazon prime which should have given me access to amazon reading and music, if I am to believe the benefits page.
Business Response
Date: 08/15/2022
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 for any misunderstanding regarding your Prime benefits and have looked into your account in detail. You do have access to the Prime membership benefits as we have shared on the help pages. We will not be able to offer any adjustments for premium services that *** be subscribed to in addition to your Prime benefits.

While Prime Reading and Prime Music are free as part of your Prime membership, Music Unlimited and Kindle Unlimited offer you access to a much larger library and are premium paid services. You can view a complete list of benefits here: http://www.amazon.com/gp/help/customer/display.html?nodeId=*********

To view and manage digital subscriptions you've purchased with Amazon, go to Your Digital Subscriptions in Your Account: https://www.amazon.com/yourmembershipsandsubscriptions

Select "Manage Subscription" to see full details for a subscription, including billing information, auto-renew settings, and a cancellation option:
--Select "Change" next to your payment method to change the billing information for your subscription. You can switch to any credit card saved to your Amazon account.
--Use the "Auto-Renew On/Off" option to stop the recurring charge for your subscription or free trial before the renewal date.
--Select "Cancel Subscription" to cancel the subscription.

For more information, go to: https://www.amazon.com/help/digitalsubscriptions/manage

I hope this helps with your being able to make use of all the benefits your Prime membership offers without any additional charges.

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:08/01/2022
Type:Sales and Advertising 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'm an independent seller on Amazon. Amazon requested for me to sell in ******. So I recently have a sale and printed the label through Amazon. The buyer received the package within a few weeks. Yesterday I had an $800 balance on Amazon For my sales within 10 days. Then somewhere in the afternoon $355 was taking out of my account without any without any consent Or without any notifications. If they're speaking to multiple people on Amazon and being pushed from one operator to the next without any resolve. Finally spoke with someone and they told me that the $355 where tax And customs Charges from an $80 sale. Have I known before shipping the merchandise out I would have never would have never completed the sale if I knew I was going to be built $350. Yet no one at Amazon is willing to resolve this I've been selling an Amazon more than a decade . This has never happened before and now no one wants to respond or give me an explanation. Believe I should be responsible for these fees and that Amazon should have made it But before me shipping the merchandise that I was going to be penalized this penalized these expenses. Which they Have notRectify anything with me .
Business Response
Date: 08/04/2022
Hello,Thank you for contacting us. We are researching your inquiry relating to the reserved funds on your account. We will contact you when we have an update.
Initial Complaint
Date:08/01/2022
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 was hacked and there was a fraudulent order for a laptop placed on the account for $897.78. There was another order placed for 2 more laptops, but my credit card company denied the transaction because this activity is outside of my spending habit. I contacted Amazon about the fraudulent order, contacted my credit card company and filed a police report. The police officer emailed me stating that she intercepted the laptop before the thief was able to accept the delivery. Amazon sent me a form that I had to complete explaining the fraud activity. I order from Amazon at least once a week. I own 2 firesticks, a fire TV, 3 Echo Shows and 2 Echo Dots. On July 13 all my devices were deactivated by Amazon and I could no longer access my account. I received an email from Amazon informing me that my credit card company had rescinded the $897.78 payment and my account was under review by an Account Specialist. I have called Amazon almost every day since my devices were deactivated. Each time I called them I was told the same lie that someone would be in contact with me within ***** hours (this ordeal began on June 29th). I advised the customer service representative that ********************** wasnt the only subscription service on my devices and I wasnt able to access any of my services. Amazon stated that my devices are connected to my account and my account is under review so I cant use my devices. I had merchandise that I needed to return, but Amazon said they couldnt provide me a return code because my account was under review. On July 23rd I this received an email from Amazon that said (and I quote), Once payment is made to Amazon you will be able to access your account again. I dont owe Amazon any money, the laptop was returned by the police and all devices were bought and are owned by me. I feel like my account and devices are being held hostage by amazon and I am being blackmailed to pay money to someone that I dont owe.
Business Response
Date: 08/25/2022
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 the unauthorized activity on your account and have looked into the issue. We will not be able to reactivate the account at this time.

We have sent you an email with a link on July 15, 2022 asking you for more information reporting the issue but have not received a response yet.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/31/2022

Complaint: 17651648

I am rejecting this response because: I received two emails on July 15, 2022, addressed to ************************************* (attached). Those emails weren't addressed to ************************* and I didn't respond to them. Attached is the email from Officer ******* stating that she had intercepted the laptop and had returned it to Amazon. I didn't order or receive the laptop and wireless mouse. I am unable to access my amazon account, my devices have been deactivated and I can't access my books in the kindle app. I don't owe Amazon any money for merchandise that wasn't ordered by me.

Sincerely,

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

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