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

58,248 total complaints in the last 3 years.
21,805 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:07/31/2022
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.
Amazon deliveries continue to go to the wrong address - with clear directions. I continue to contact Amazon customer service, now on four separate occasions. Each representative says "please do not worry" and "this won't happen again" and "we will investigate and get back to you in 3-5 business days" however, this continues to happen and no one has ever "gotten back to me". I want to finally resolve this issue, after spending HOURS with Amazon customer ******************** representatives. I pay WAY too much money for this service and spend WAY too much money on Amazon products and services. I want resolution as well as confirmation that this issue has been addressed and will not continue to happen. I would like a full credit for my annual Amazon Prime membership as I have literally spent HOURS with customer service trying to resolve the exact same issue over and over. The attached delivery confirmation photos are NOT my address. There are also other items from other orders that no longer have the photo available. Each time this has happened, I've contacted customer service, they all say the exact same thing, and it just keeps happening .
Business Response
Date: 08/03/2022
Hello Amber,

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 you faced with your delivery and have looked into the issue in detail. We regret the inconvenience and I have confirmed a refund has already been issued.

While we try to make sure that orders are delivered correctly, occasional errors may happen.

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 ordered several things from amazon which they left the items at a random table. This is not the first time that items are left at random spots and not my front door or the office. They marked it as the mail room which i did not know a table outside of a building was a mail room. I want the items in same or better shape as i ordered. I have contacted support and they claim i have a refund but nothing from them stating so. i just want my items.
Business Response
Date: 08/03/2022
Hello Caleb,

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 the concern you have shared with us on the orders and have reviewed the tracking in detail. A refund has been issued on them and we would not be able to request a replacement shipped to you.

In this case, you could try add additional delivery instructions on your delivery address. As an alternative, you could use an Amazon Locker if it is conveniently located.

The refunds were requested on 07/31/2022 and you should see them in the next 3-5 business days. You could, of course, place the orders all over.

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: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.
So after numerous failed attempts to reach any possible resolution with Amazon customer service representative(s) I have come here to share my frustration with Amazon. My account was placed on hold (by Amazon not myself) but really what I have come to find out is that it is essentially going to be permanently closed due to inactivity for 12 month and no way to verify the security of the account as was stated per Amazon customer representative (Pawan from the leadership team). So lets break this down; I can possibly understand the no activity in 12 months portion because our family mostly uses my husbands Amazon account and regardless I was never made aware there was any time-sensitive restrictions on user access to begin with. Secondly, the other issue that was told to me is that there isnt enough account information to do a verification. Please explain how an account was created and existed and now cannot be verified even though I provided my phone number, name, email account and physical address?? So the only resolution they provided was to create a new account. Well not exactly what I call a resolution. I had purchased (not rented PURCHASED) at lease **** movies with my previous account that i wanted access to. The reps told me there was nothing they can do. This is unacceptable. Amazon in its entirety as a global company cannot provide me with access to the purchased movies or transfer them over to a new account and they wanted me to be ok with that. No gift card was offered, nothing. To further this issue there was absolutely no supervisor or higher authority to help me resolve this matter which really boggles my mind. Again, a billion dollar company such as Amazon has no higher authority to better assist their loyal customers?! Disappointed and appalled.
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 am sorry to hear of the issue with your account not being accessible due to inactivity. We will not be able to issue any credits on this issue.

You could, of course, try to reset the password to access the account. I could not locate any digital content on your account, loaned or purchased. You could share the full order numbers you are referring to so we could look into the matter.

You could also open a new account as advised earlier and 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: 08/05/2022

Complaint: 17649542

I am rejecting this response because:
Amazon has completely dismissed my complaint and fabricated that I didnt purchase movies on my old account that they are closing. And their other suggestion to unlock my account is ridiculous and obvious and that was already attempted numerous times with me providing every detail and the Amazon rep said my account was too old and cant be accessed. Nothing was resolved

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.

I have reviewed your account in detail to see if you have any digital purchases on it. The account linked to the email on the complaint does not have any books, music or movies in the associated digital library. We will not be able to issue any credits on this issue.

If you believe you are missing purchases, share the order numbers or the associated email / phone number of the account in question. We would be happy to research the account and assist.

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
Initial Complaint
Date:07/31/2022
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 has a department called Amazon Warehouse deals in which they list used and open items. It's a ****** every time that you play in which you get a usable item and sometimes you get item which doesn't work. So I purchased items from it and returned knowing their return policy. I do business of IT in which I buy stuff from Amazon Warehouse to save money. And I didn't knew that they put cap on return items. They apparently closed my account due to returning unusable items. They don't have any mention of returns cap on their return policy anywhere and they have wrongfully closed my account. That is not a fair business practice. I would like my account reopened as they're not practicing their own policies properly or they should let customers know they will close their account if customer return defective items
Business Response
Date: 08/03/2022
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 31 July, 2022 .

Sincerely,

Sophie
Amazon.com
Customer Answer
Date: 08/03/2022

Complaint: 17649437

I am rejecting this response because:
They still didn't provide any legit reason and conveniently excused by stating "Due to the proprietary nature of our business, we do not provide details on our investigation method"Exactly my point, what investigation did they ran against my account. This is still unfair and not a proper reason.
Sincerely,

***************************
Initial Complaint
Date:07/31/2022
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 used Kindle *****, since I read the website in Spanish, I tough I could publish in Spanish, I sent the sinopsis and first episode of 5 novelas, but they blocked them when I tried to publish them, they said it was due copyright issues, I sent proof that I am the writer and received an email telling that they will publish them, later they said they need further investigation, then they said they could not unblocked because the stories should be in English, but if they dont want to publish my novels is ok, what is not right is that they have them blocked even to me, so I could not translate them to English or delete them, that is totally unfair since I demonstrate I am the author. I want Amazon to remove the block of my writing work, and stop playing with me asking me to send more information just to be attended by other customer service who will ask for more information again.
Business Response
Date: 08/08/2022
On 7/9 ****************** reached out to KDP reporting having issues with her titles published in Kindle *****, due to being blocked. On 7/11 the publisher got transferred to BRM. ****************** explained that the issue was related to Copyright, since she sent her titles to another person (***************************) to help her publish her work. On 7/11, the publisher was notified that the tiles were blocked due to unsupported language. No further contact was done until 08/03 when Amazon received the BBB complaint. We investigated the concern and unblocked the titles. On 08/05 we connected with the publisher via phone to let her know that the titles were unblocked, and she confirmed on 08/06 that she was able to remove them from the platform.
Customer Answer
Date: 08/11/2022

Complaint: 17649378

I am rejecting this response because:

Sincerely,

***************************
The person who was handling the case is ******* and she was lying she said them were no longer blocked, and them was blocked, first they place action required, but I was able to see the sinopsis and not the first episode of my 5 stories, than they placed in the side a bottom to deleted them, and yes ...

finally I was able to deleted but the stories remain locked for me, I did not see my stories anymore after I tried to publish them at Amazon *****, that is the reason of rejecting their response, because they have to understand that intelectual property and creative work, should not be blocked to the author by any circumstance.
The changes I did to my stories at the platform were lost because I did not save copy of the changes, and I was not able to see my own stories anymore, they need to stop blocking stories to the author.
Now I am afraid that if I try to publish the stories in English, they will block them again. Also, the company should stop discrimination and start acepting stories in Spanish as well.
Customer Answer
Date: 08/20/2022
I was not able to see the content of my writing stories anymanymore, after I press publish button..the staff of Amazon Kindle ***** do not remove the block of the episodes of the 5 novelas that I was trying to publish. The only part visible was the sinopsis of those stories,but not the first episode of each one of them. I was able to delete the stories but delete them, was not my primary goal, but be able to translate them and publish them. Do not trust your stories to Amazon Kindle *****. I will never do that again. They should not block any content to the author of the stories, that is intelectual property. They do not have rights over it, even if we are trying to publish the stories there.
Initial Complaint
Date:07/31/2022
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 discovered on July 6th 2022 that my credit card information was compromised with Amazon and has been used as far back potentially as January 2021 or longer. When I called them they told me my Discover card was being used on another unverified account with a different email and different shipping address. I asked them to remove my credit card from that account which they refused to do. I then called Discover and locked my card and requested a new card. I then started to try and verify the charges on my card using what access I have to my orders. I discovered about $12,000.00 dollars in fraud and provided a list to Discover of the charges I could not verify. They removed those charges from my account. However, it is very difficult to cross reference Amazon charges with statements be of the way Amazon charges with order dates versus charge date. Some charges that were valid mistakenly were also removed. so Amazon locked my account. Once Amazon notified me of those charges I immediately asked Discover to reverse these charges and pay them back to Amazon which they did and I gave Amazon a credit card for a few more a few days later. I asked Amazon to provide a list of all the charges from this unverified account made to my credit card, which they refused over the phone. During this time I replied to their accounting department with the other credit card I asked them (2 times) to Please provide me with an accounting of all the purchases, dates charged, and amounts on my account with my email. They will not respond with any answers or the information I need to avoid a repeat reporting legitimate charges for fraud to Discover for the fraud investigation. They leaked my card information and even after I notified them they still allowed fraud charges to my card. They are not investigating this even though I filed two fraud claims with them they are not reversing any of the charges to date. Please help me obtain the information I need and get my money back!
Business Response
Date: 08/16/2022
Hello,
We have researched this matter and asked the card issuer to close the disputes in the customer's favor. As the internal working procedures of Amazon.com are strictly confidential, we are unable to provide further details on the information requested.
We sent an email to the customer's registered email address on 2022-08-16.
Sincerely,
********
Amazon.com
==========
Customer Answer
Date: 08/20/2022

Complaint: 17649247

I am rejecting this response because:

I know they have the ability to look at charges made to my credit card by the credit card number and see if the orders are or are not from my email address. Since my credit card belongs to me and they have acknowledged that there is no reason they can not provide me a list of dates and charges to my credit card orders (as far back as January 2021) placed at Amazon that were not placed from my account. This is completely irresponsible of Amazon not protecting customers credit card information and not willing to assist customers to recover those funds using a supposed Amazon policy to do so. Since this started on my account I have been made aware that there are many people this has happened to. This is definitely not a one-off event at Amazon.

Sincerely,

***********************
Initial Complaint
Date:07/31/2022
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.
"Zermie Blue Cloud Light Neon Signs Led Neon Wall Light Battery or USB Operated Neon Light Sign Led Neon Lights Cloud Lamp Light up for The Home,Kids Room,Bar,Festive Party,Christmas,Wedding Return window closed on Jan 31, 2022"This item is a FIRE HAZARD! Battery box shows signs of overheating! Amazon wants me to handle it with manufacturer...I should not have to contact then--I have no clue on them.
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 am sorry to hear that you have concerns with your purchase. The response provided was correct as the manufacturer needs to assist under warranty. We will not be able to issue a refund.

You can request a replacement/refund in the return window but after that we would need to refer you to the manufacturer for warranty assistance.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty. Most manufacturers list contact information on the product packaging.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

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: 08/05/2022

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:07/31/2022
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.
Over the last 12 years Amazon has charged me for Prime while I was on household with my dad. I asked for a full refund but they could only go back 6 months. This is a deceptive practice and they need to be held accountable. I am asking ******** dollars for my time, trouble and expense.
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 am sorry to hear of your concern with the unexpected Prime charges on your account. I was not able to locate an account linked to the email shared on the complaint.

Notwithstanding the inability to locate the account, the response provide was correct. We will only be able to provide a maximum refund of 6 months on the charges if the Prime benefits were not used.

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

We strongly recommend you track the charges incurred on your statements and reach us promptly for assistance. We are reachable 24/7.

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: 17649266

I am rejecting this response because: 6 months is not several years. I need you to be able to go further back then that. Because this is public information I wont be able to provide my email or account information.

Sincerely,

*********************
Initial Complaint
Date:07/31/2022
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 Prime account was suspended. No reason was given. I called and spoke to ( ****** ) She told me Amazon would contact me about this issue. I have not received any contact and my account continues to be suspended. The person I spoke to from Amazon said she could find any reason for this action. I pay for my Prime membership and use Amazon frequently. I am extremely upset by this action.
Business Response
Date: 08/03/2022
Hello Mr. ************* style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: *****px; background-color: rgb(255, 255, 255);">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 inconvenience you've had.

I've checked the account registered with the email ID you've provided and I do not see any hold on this account. If this is not the account you're referring to, please write us back from the email ID associated with your account.

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
Initial Complaint
Date:07/31/2022
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.
My amazon business account has been locked for over a month due to putting the wrong billing address for my credit card. I have not been able to purchase any items. They have sent instructions to have my account unlocked on June 20th. I have emailed them that information and called them numerous of times and have not received anything back from. This is ridiculous. I paid for my prime membership and cannot even get into my account. I need my account unlocked asap! The business email for my amazon account is ***************************
Business Response
Date: 08/23/2022
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 8/23.
Sincerely,
*****************************
Amazon.com
Customer Answer
Date: 08/28/2022

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,

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

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