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

58,216 total complaints in the last 3 years.
21,807 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:
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 bought a Bose T4S ToneMatch Mixer as below Ordered on June 19, 2022 Order# ***-3880951-0125810 Shipping Address ********************* *************************************************************************************************************************** Payment Method Rewards Points **** **** Order Summary Item(s) Subtotal: $699.00 ******************** $0.00 Total before tax: $699.00 Estimated tax to be collected: $46.31 Rewards Points: -$33.44 Grand Total: $711.87 I requested to return the above item within 30 days. The return was approved and I printed a label. There was another item that was also being returned with the same label (label attached). However, I could only return one item with the label. I approached amazon customer care twice and clearly articulated my problem (chat attached). Each time, the agent said he is sending another label. An email came twice stating a label was sent. However, when I went to return, the *** will not accept the return stating that the label is already used. As a result, I am stuck with the item that I cannot return.I request you to arrange for the return, Failing, please refund the full amount of $711.87.
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. I apologize for the inconvenience cause to you in this regard.

I've reviewed the order. It was out of return window already, however I've issued a label-less *** return for the item. An automated email has been sent to you with return instructions in this rgeard.

Please follow the instructions to return the item. 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
Business Response
Date: 08/28/2022
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 reply and checked the order #***-3880951-0125810. Upon checking I see that the return has been received and processed by the return center.

A refund of $745.31 has been issued for the order to the original payment method on Wednesday, August 10, 2022.

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

You can view details of the completed refund on your Amazon.com account:http://www.amazon.com/gp/css/summary/edit.html?orderID=***-3880951-0125810

I apologize for the entire inconvenience during this return process. Thanks for your patience while we fix this problem.

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

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,

Basavana Gouda Bharamana ******
Initial Complaint
Date:08/01/2022
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.
Amazon owe me $32.43. Amazon is authorizing payments through your credit card with they system autopay setup. You place an order with them and put in your credit card information to pay for the order. They start taking money for subscriptions you never ordered. I contacted them immediately to dispute. They were to give me a refund. Instead of giving the refund they charge my card two more times for the same thing. BET+. You suppose to be able to cancel the subscription from your online account but when you try to cancel. They have their system setup to prompt you into keeping the service.
Business Response
Date: 08/04/2022
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 see your concern about the BET+ digital subscription, and have looked into the issue in detail. We have already refunded and cancelled the subscription.

There were a number of devices signed in to your account, while **************** had cancelled the subscription and refunded, one of the devices was used to sign back in. I see these have since been deregistered, and you should not have any issues going forward.

I hope this helps. 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: 08/08/2022

Complaint: 17651110

I am rejecting this response because:

Amazon has now taken 4 payments out of my account and has provided one refund of *****. I need all payment,shipping/delivery issues that I have with Amazon resolved in this complaint. Sincerely,

*****************************
Business Response
Date: 08/14/2022
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.

While we see your concern on the issue with the BET+ digital subscription and while you see 4 order numbers, there were only 3 charges. The first one you see was a free trial.

We have refunded you to the maximum extent possible with the last charge of $10.81 fully refunded. Two of the charges are not able to be refunded.

Please advise if we can issue you a promotional credit of $21.62 to your account. This would apply to eligible future orders sold by Amazon as a discount, no codes required.

We look forward to hearing from you and will issue the credit once we hear from 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
Customer Answer
Date: 09/03/2022

Better Business Bureau received the following feedback in complaint closure survey:

The worker resolved all my issues
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 compromised, and 4 unauthorized orders were placed 7/31/2022 ** this in spite of the so-called security measures, such as 2 step verification. In spending almost 3 hours afterward trying to resolve this issue, I was hung up on multiple times by several representatives, and otherwise dismissed my several so-called supervisors. ********** was supposed to resolve the issue initially, but there was another unauthorized order that went out after we hung up; ********** supposedly followed up with that order, but, again, was otherwise dismissive, as in offered no apology, and although she mentioned willing to provide compensation for our horrendous experience, stated that because the account was having to be closed, couldn't provide it. How convenient. A smart person would have even suggested a gift card, which had nothing to do with a closing account. Another slap in the face. In calling back on 8/1/2022 to follow up with the situation another supervisor Cara ** or Kara ** since my confidence at this point was compromised, as well, she was the worse. No apology, even though she stated that she did offer one, which was a lie...I was on the same call...and besides her unsympathetic, snarky attitude, she stated that any compensation wasn't warranted, even though the other supervisor was willing to. She should be ashamed, AND demoted. The inconsistency and lack of customer service in this entire experience has shaken my faith in Amazon to the core. There are countless entities to purchase from online that truly do believe in real customer service and want to retain those customers. Amazon and those feckless supervisors failed miserably in that aspect. I want contact at the earliest possible convenience from an actual employee willing to provide some modicum of a positive customer experience, otherwise I will be forced to follow up appropriately with your legal department at the address given below.Amazon.com Legal ***************************************************
Business Response
Date: 08/04/2022
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 to know about the experience you've had with our customer service team and for the issues you've had with your account.

Your feedback about the customer service will be forwarded to ensure the associates are coached.

Further, if you're unable to access your account, we request you to write us back with the following information and we'll arrange a call from the specialist team.

Name on the account:
You phone number on the account:
Best time to call you:
Your time zone:

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: 08/14/2022

Complaint: 17650968

I am rejecting this response because:
The contact was provided my contact information THEY requested, several days ago...and still no contact has been made, or as far as I can see, attempted at all. I am of the mindset that they are not interested, therefore, in contacting me. I need the appropriate escalation to occur regarding this situation ASAP.

Sincerely,

********************************************
Business Response
Date: 08/23/2022
Hello ********,

We're sorry to know about the experience you've had with our customer service team.

We strive in giving best customer experience to our customers, unfortunately we haven't met that standard in this case. Your feedback about our customer service and the experience you've had has been forwarded to our team.

Our team has informed that we'll not be able to help you re-open this account. You'll have to create a new account. We regret this inconvenience.

Further, our team does not have an option to call the customers. We can correspond only through emails.

We look forward to seeing you soon.

Best regards,
Abhishek
Amazon.com
Customer Answer
Date: 08/26/2022

Complaint: 17650968

I am rejecting this response because: It was insufficient in addressing the underlying issue of customer service. There was already notification of this rejection sent to you for THIS response, as well as to ********, the author of the response. I am requesting some tangible incentive due to the major inconvenience we have been caused, not some scripted reply.

Sincerely,

********************************************
Initial Complaint
Date:08/01/2022
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 want to restore my account
Business Response
Date: 08/04/2022
Hello Chen,

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've checked the account using the email address in the complaint and was unable to find any issue with the account.

If the issue is with any other account, please contact us using that email address so that we can help you further.

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:08/01/2022
Type:Customer Service 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 received an email at 22:44 on March 12, 2021 that I purchased Amazon's prime membership. But as a seller, which I obviously wouldn't do, I realized that my Amazon account was compromised, and I found out that my email was also compromised. This may have something to do with the computer software I downloaded earlier that contained a virus. I went to update my email password and Amazon password as soon as possible, but unfortunately I found that my Amazon account has been locked. I've been working on this for up to a year, but the Amazon team has not been able to help me unlock it. So I hope the Amazon team finds out the truth and restores my account as soon as possible, thank you.My account is **************************
Business Response
Date: 08/08/2022
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.

Thanks, Amazon.com Seller Performance

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 08/08/2022

Complaint: 17650950

I am rejecting this response because:
Hello Amazon Team.
Your actions have violated my rights, and I have clearly told Amazon that I have never purchased anything on Amazon. Also, I have no interest in buyer accounts and I need to restore access to my seller account. Because my store still has a lot of inventory and payment in it. Amazon locked my account, which means a violation of my payment and privacy rights. If I don't actively help me, I will consider seeking media and more complaints to let everyone know about this ugly behavior!
My account is *************************.

Sincerely,

Dedian Fu
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 bought a ****** Pixel 6 Pro Phone, used, on Amazon.com (Amazon Warehouse, like new condition). The charging cable was missing. Order # is 114-7327514-1053826. Email --> ************************** I sent out my return (phone had battery + wifi issues) on 06/28,2022, with *** coming to pick it up on that day, with 4 other items included in the return. The 4 items were the GP6 pro phone, GP6 pro case, 30w Charging block, and red charging cable. The return was delivered back to Amazon on 06/30/2022.I waited 14 days before trying to get Amazon to tell me why I wasn't receiving a refund, as Amazon live chat kept telling me to wait at least 14 days. During these days, the 3 items besides the phone were properly refunded. Keep in mind, all 4 of these items were in the same box. As for the Pixel 6 Pro phone, after 29 days or so, Amazon told me the phone was not included in the return, and so they would not be processing a refund. They said there would be no further discussion on this matter.I have attached pictures of my best proof. The weight of the package appears to be **** lbs. I packed in a small box which couldn't have weighed very much at all, and some slight plastic protection so the contents in the box don't move around during return shipping. My return label had 4 ITEMS included, 3 of which have been refunded correctly. The GP6 Pro case weights about **** ounces, the cable pack weights about **** ounces, and the charging cube 30w weights about **** ounces.The total weight of the 3 items that were processed for return is about ***** ounces, or ***** pounds. My package weights about **** pounds, there HAD to have been another item in there to account for the weight difference. I am sure I included the phone in this return.I also included pictures of the phone not having been turned on since the day I started the return. Also, all the other items I returned were related to the phone, which I returned. I can add more details if necessary (character limit)
Business Response
Date: 08/09/2022
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.

As per the update from the appropriate team, the item Google Pixel 6 Pro - 5G Android Phone was not located in the return package and we'll not be able to take any action in this case from our end as of now.

If there was any other 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
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 have 2 issues just tonight, then spent over 30 minutes to reach cs by phone. My 6 yo grandson looking for a show hit a wrong button, ****** Plus came up. The word "cancel" was highlighted so I clicked it, nothing. I hit the back button, it charged me and subscribed. The cs rep told me I should have parental controls on, so basically it's my fault, even though I know nothing about parental controls. He said I have to wait 3-5 days to get money back on something I didn't buy. This is an easy way for Amazon to take customers money, because if you just cancel it, and don't call they don't stop it until the next month. This is an outrage especially when I clicked to cancel and it charged me anyway. Next issue is "I and love and you" cat food that had 20% coupon, required to purchase 2 cases. But at check out they only give 20% off one case even though they make you buy 2 and don't say it's only good for 1 case, leading you to believe 20% off your total purchase of this food. This is false advertising and fraud. I was only buying because of the coupon, I didn't get it since it didn't give me 20% off, at check out it was 10 % off. I might need to provide this information to the **** so they're aware of a coupon discount but when you check out the amount is different. So between being told by your cs rep that it was my fault ****** Plus was subscribed, and not receiving the offer which was my incentive for the purchase I'm extremely disappointed in the way Amazon currently does business.
Business Response
Date: 08/04/2022
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 ******* Monthly Subscription and Discount issue.

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

I've checked and see that the ******* refund was already processed to the payment method which was used.

I would like to inform you that for few products the discount will be applied on the 1st one only.

However, I'll surely take this as a feedback regarding the discount on the cat food and will forward it to the appropriate team for further review on it.

We'll make sure that this is not repeated and it should be mentioned on the product page about the terms and conditions.

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/31/2022
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.
Amazon is giving people with EBT 50% off prime membership my complaint is that they should give everyone that price instead of making it clear that only select customers are more valued its not okay why should people who bust there a** have to watch others get more while doing less something needs to be done!
Business Response
Date: 08/03/2022
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 see your concern with the discounted price for Prime with the *** card. While we understand your point of view, we would not be offer comment or take any action at this point in time.

The *** Prime membership makes the program more affordable to customers on government assistance programs, including food stamps.

The program is available to any U.S. customer with a valid *** card the card thats commonly used to disburse funds for a number of government assistance programs, including Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), and Women, Infants, and Children Nutrition Program (WIC).

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
Initial Complaint
Date:07/31/2022
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 bought an Apple Watch from Amazon, with order number 112-8733152-2293820. The product was purchased from Amazon.com services LLC on July 11. I returned the item on July 13 and the return was received by Amazon on July 18. Amazon confirmed this in multiple calls that we have made to their customer support. However their portal doesnt show the updated return status as their processing center hasnt processed the return. As a result I am waiting for my money to be refunded.I want my money back as I have retuned their product as is. They informed me initially that they will return the money in 7 days of receiving the product. Then they changed to 14 days and now they are saying 30 days.This is causing financial and mental stress as my Credit card is accruing interest.
Business Response
Date: 08/03/2022
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 the order that you've mentioned. Upon checking I see that the item was returned on Wednesday, July 13, 2022.

The concerned team has requested you to wait till Sunday, 14 August 2022. By that time the return will be processed.

We request you to wait till that time, once the return is processed we will issue a refund for the order.

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:07/31/2022
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 bought an Amazon Halo View that stopped working. They sent a replacement and I printed and used their provided shipping label to return the item.I was then charged for the replacement because they claim they never received it. I disputed the charge and they have threatened to charge another credit card
Business Response
Date: 08/03/2022
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 your card was charged even though the return was made.

I've checked and see that the return was processed for the original order on Wednesday, July 27, 2022. I see that you have used a return carrier other than *** to return the item.

As the item is now returned and processed, I've issued refund for the charge made on the replacement order. You will see the refund in 5 business days.

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

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