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

58,041 total complaints in the last 3 years.
21,700 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:07/30/2022
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.
I ordered 3 apple MacBook pros on July 5, 2022 and still have not received them... I have called numerus times and have been promised a refund was issued and I have received nothing. It has been 2 months since I have ordered these items and still have had no resolution or any contact from amazon, I need my money back as I have paid a large amount for these items and I had to go purchase more in person as I needed them for my business.
Business Response
Date: 08/03/2022
Hello,

We have denied the customers request for a refund.

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 3 August 2022.

Sincerely,

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

Complaint: 17647508

I am rejecting this response because: This was delivered to a completely different address. I would like an update on this because it clearly shows it was not delivered to my shipping address.

Sincerely,

***************************
Business Response
Date: 08/15/2022
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 02 August, 2022.

Sincerely,

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

Complaint: 17647508

I am rejecting this response because:No gift card was used on this order. I need my money back this is unacceptable. It clearly got delivered to the wrong address. You need to stop giving me the run around and fix this issue

Sincerely,

***************************
Initial Complaint
Date:07/30/2022
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 sent me an email on July 29 stating my account has been closed due to a high amount of recent refunds on my orders. However, the reason I had a high amount of refunds recently is because the "Amazon Product Safety Team" sent me multiple emails this month July informing me that 5+ products of the brand Enjoy Life Foods that I ordered from Amazon were recalled by the Food and ******************** In all of these emails Amazon told me to call them to recieve refunds on these orders, so I did. I've emailed their "Account Specialist" multiple times saying that the Amazon Product Safety Team told me to get a refund on these orders, but every email has the same automated message: "we realize issues with shipping and delivery can occur or you may not be completely satisfied with every item you purchase, the rate at which these incidences were reported to us on your account is considerable." The emails from the "Account Specialist" don't even mention the Amazon Product Safety Team emails I recieved TELLING me to get these "considerable" refunds. The character limit won't allow me to post the full email, but this is one of the many emails that the Amazon Product Safety Team sent me throughout July: "Dear Amazon Customer, The U.S. Food and ******************* has published a notification about the below product that you have bought on Amazon.com. More details, including what you should do and where you can seek assistance, can be found in the following notification:https://www.fda.gov/safety/recalls-market-withdrawals-safety-alerts/enjoy-life-natural-brands-llc-conducts-nationwide-voluntary-recall-select-bakery-products-due." So the only reason my refund requests were considerable is because Amazon told me to get a refund on over 5 orders due to the *** recalls that Amazon itself informed me about. I would like my account reinstated because the decision to close it for getting too many refunds that Amazon told me to get makes no sense.
Business Response
Date: 08/02/2022
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 on the closure of your account and have reviewed the concern in detail. The response you have been provided was correct, we will not be able to reinstate the account.

We took this action because you consistently asked us to issue refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds or replacements to you at this rate.

After a thorough review of your appeal, we have decided not to restore your full access to this account. You will not be able to place orders on our site.

Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Orders on Amazon.com.

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: 17647189

I am rejecting this response because:This is the same message I've recieved from Amazon before. None of Amazon's responses are answering my question: If Amazon had a problem with the amount of legitimate refunds that were issued to my account, then why did Amazon send me multiple emails in July telling me to get refunds on 5+ orders? I've already provided pictures as proof that Amazon sent me these emails. How is it fair that Amazon close my account due to getting a "considerable" amount of refunds literally right after they send me multiple emails telling me to get over 5 refunds on my orders? Moreover, Amazon's return and refund policy mentions absolutely nothing about the possibility of your account being closed if you get too many refunds on your orders. The policy doesn't even mention that their is a limit on getting too many refunds, or that refunds are any kind of problem at all. Every order that I've gotten a refund on had a legitimate issue and I physically returned the products back to Amazon via *** Returns. And every time I called Amazon **************** about issues with products that couldn't be returned they automatically gave me a refund on these orders. If Amazon has a huge problem with refunds, then why did the **************** Representatives always issue refunds to me without telling me that Amazon will close my account? Every interaction I've had with Amazon prior to this was always encouraging me to get refunds on orders I had issues with (like the multiple emails Amazon sent me in July telling me to get refunds on multiple orders recalled by the **************************** so this sudden action to close my account does not make sense and is not fair on Amazon's part

Sincerely,

*****************************
Initial Complaint
Date:07/30/2022
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.
Sent from my iPhone On Jul 30, 2022, at 1:02 AM, lakeshow26 (null) <******************> wrote:?I wanted to buy a go pack card in line for cheveron gas I had ***** worth of Amazon cards in my account and a ***** credit they issued yesterday morning I wanted to combine both so I would have a ***** gift card every time I checked out it kept saying I owed ***** when issued me the ***** credit they said it was for anything in the store they did not tell me they are restrictions on it and i cant use them for gift cards I was talking to several customer service who are just horrible and rude and dont want to help at all so I only cashed out the ***** and I am still very angry about it now I have another ***** if I spend ***** and thst has the same restriction on it so. Since I was treated so badly by your customer service Reps who really didnt have a clue I want to turn this ***** I have in the account and something I can use for anything since I wasnt able to use it in my gift card can someone please help me out with this I talked to your leadership guy and he was rude and no help and I getting stupid emails back from your customer service thst made no sense I Jyst want the ***** on my account converted to something I can use on anything and your customer does not want to help at all and they are rude about it too . Corporate office called me back today and would not help me at all I just want them to convert my ***** into either a Amazon gift card so something I can use for anything on the Amazon website I dont get why they cant do that it makes no sense very angry about it Sent from my iPhone
Business Response
Date: 08/02/2022
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 the concern which you have shared regarding the promotional credits on your account and have checked the issue in detail. The response was correct, a promotional credit cannot be refunded, reissued or reinstated once used and is only eligible to be used for qualifying purchases.

I share the relevant link to the help pages for more assistance.
https://www.amazon.com/gp/help/customer/display.html?ref_=hp_ab_link_n_qa_ir_GPAU9BCECRXQBFQR&nodeId=GPAU9BCECRXQBFQR&qid=1659463450636&sr=13-2-************ 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: 17647253

I am rejecting this response because:
All I am trying to do is change my ***** credit onto something I can buy anything on amazing n they are giving me no reasons why they cant change the credit they should be able to do this they gave me no valid reason why they cant
Sincerely,

***** Batsrseh
Initial Complaint
Date:07/30/2022
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.
I have had multiple packages get left out in the rain and damage them. I am tired of Amazon wasting my time on sending me a replacement, in which I have to send the old ones back. I recently bought a $60 set of tools for a new job, and I needed that day. After the driver set the items on the sidewalk, instead of the porch out of the weather, my tools got wet, and have started to rust. Amazon only offered $10 for my "troubles". I am filing this complaint because these drivers are setting packages wherever they please, which causes damages. The truck are also leaking oil on the driveway. The company needs to train these drivers on how to properly pre check their vehicles before starting their deliveries. Amazon drivers shouldn't be any different than another of trucking company or delivery service. They should receive proper training on how their vehicle drives, and if it needs maintenance. You can't just hire someone who knows how to drive a vehicle, which is what it appears to be. Fleet and logistics management for Amazon needs some more training to be a little more efficient in their deliveries and service of their vehicles. This just results in the customers having to deal with returns, wet or damaged items, and property damage. Time is money, and Amazon appears to have a lot of extra money, so they can afford to make some extra changes to better their services an equipment. I am wasting my time right now having to file a complaint and deal with Amazon on this issue. Reinvest back into your company.
Business Response
Date: 08/02/2022
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. We would like to investigate further in this matter.

We request you to provide us the order numbers where you've experienced delivery related issues. So that we can investigated and address the issue.

Rest assured, once we receive the complete information we will resolve 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
Initial Complaint
Date:07/30/2022
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 June 21, 2022 I purchase new balance men's 410 v7 trailing shoe *****. On July 6 on my way out of the country through the airport the sneaker began to fall apart. I am disabled. I had also ordered ankle devices at the same time as the sneakers from Amazon due to me being disable which I could have been severely injured.I contacted Amazon explaining that I was out of the country and was having a difficult time being able to send the sneakers back. On 4 different calls with supervisors and representative I was assured that my money would be refunded which has not. After hanging up from the call I was sent an email that the money would not be refunded until they received merchandise. They sent a label to my email address for return from US to US even though the purpose of this matter is because I am out the US and the label was not sent international. I have done everything I can to accommodate Amazon although they have done nothing they can to make this situation right due to their product being damaged and could have caused me great harm. Enclosed you will find pictures of the shoes as well as my plane ticket. I have no date on my return to the US and I would like my refund.
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 see your concern on the return limitations on the shoes as you are not able to use the issued labels and have reviewed the options in detail. In this case, the return is required and we will not be able to issue a refund without it.

While we understand your need to return, as the item was shipped within the US, we will not be able to issue you a prepaid international label. You could, of course, choose to pay for the return and send the item using a carrier of your choice. As an alternative, you could use the label to return the item from within the US.

We are not able to offer any other options. and hope you understand.

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: 08/15/2022

Complaint: 17647013

I am rejecting this response because:

Sincerely,

***************************** Merchandise has been sent to Amazon by ***** and was delivered and received August 15, at 13:46 Tracking number **** **** ****. Request my refund
Business Response
Date: 08/23/2022
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.

Thank you for writing in with the return tracking number for your order, I have reviewed your order once again in the light of the new information.

Please wait for the return to be processed, it can take upto 14 days from when the return is received by the carrier for the item to be confirmed and processed, and for the refund to be issued. In unusual cases, it can take upto 30 days.

We appreciate your patience while the return / refund is processed.

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: 08/25/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory base on all the documents that have been sent and requested ***** with tracking number also a confirm delivered document that Amazon received merchandise. As you have been giving the tracking number there is no reason why my refund is not available immediately. I should not have to wait another month in a half for my refund. As this process has been going on for more than a month.

Sincerely,

*****************************
Initial Complaint
Date:07/30/2022
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.
Hi there:Amazon advertises under "Prime Student Benefits", under their "Other Benefits" section listed under "Your Prime Benefits" that I can share Prime benefits:Other benefits Share Your Prime Benefits: Link your account with one other adult to share shipping, streaming access to movies and TV shows, Prime Reading and more for free.When I added a household member, I was told that that was not a benefit under my account. I believe this to be misleading and a bait and switch on Amazon's part. After a very long relationship with both a corporate account and a personal account, I will be moving on from using this business. The wording should be changed or this should be removed. When I called to ask for help on the matter, For TWO HOURS I was transferred between customer service people and then just hung up on. I am a public school teacher and a student. I have one account that is tax deductible where I can NEVER make a purchase paying taxes on Amazon goods again, and another account that is personal. It's ridiculous to be told that a.) I cannot have a household member when I clearly can based on "My benefits', and b.) That in order to make purchases at Amazon that are not just for school, I need a whole new Prime account. Greedy and honestly surprising, as I've usually had amazing customer service experience with **********************. Below are screenshots of what my benefits look like under my account.Hold your end of the deal. Being cheap, especially with the amount you all profit, is a look that is getting worse and worse everyday.
Business Response
Date: 08/02/2022
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 files that you've attached.

I'm unable to locate the exact pages that you've mentioned. I request you to share the link of the page that you are referring so that we can review it 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
Initial Complaint
Date:07/30/2022
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.
I ordered an item with Amazon and was informed that it had been delivered but I was not able to locate it anywhere on my property or with a neighbor. Whenni reached out to Amazon I was told the order had updated too soon. I am confused as to how a delivery status can update to delivered if it wasn't? I understand status updates but not delivered?
Business Response
Date: 09/01/2022
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 Order ID: *******************. Upon reviewing the order details, I see that there are 2 shipments in the orders, and both were delivered on Monday, August 1 and Thursday, July 28 respectively. If you have any further queries with the delivery, I request you to reply to this email directly.

I hope this information helps.

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

Regards,

***********************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/30/2022
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.
Dear BBB!On January 30, 2022, our account manager received a notification about the intellectual property rights violation. She thought that the complaint was baseless, since the contact details of the alleged rights owner in the email from Amazon were suspicious, and she decided to resolve this issue by her own. Its a violation of our internal Sharing responsibilities policy as all the Account Health issues should be responded to me and resolved by me in cooperation with our lawyer. However, she tried to resolve it, but she wasnt trained enough to provide Amazon with an adequate explanation about what happened and why the listing deactivation should be reversed. Since she didnt receive a positive answer on her submissions she reported us about the occurred problem, but as after the first notification on the listing level have passed almost 2 weeks and Amazon didnt receive any explanation, our account was deactivated before we will be able to collect all the evidence for proving the baselessness of the complaint and sent this information to Amazon.We didnt address the intellectual property violation in a timely fashion because our monitoring systems as it turned out was too weak. I admit that its solely my fault that I didnt provide adequate control for our account work and we failed to provide Amazon the explanation respectively. I didnt train well enough our employees relying only on the practice of sharing responsibilities and violated the rules of the platform.Now I can guarantee that there is no opportunity for this situation to happen again. I also attach the invoice for the problematic ASIN.Our appeal was declined. Each time when I try to appeal my account suspension, Amazon requests a proof of product authenticity. But we have already provided Amazon with it! So help us please to resolve this problem and send a request to Amazon to accept our appeal and invoice. Sincerely,Tahire Sokoli
Business Response
Date: 08/03/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We took these actions because the seller has been in violation of our intellectual property rights policy.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges on February 9, 2022. We notified the seller of this decision by email on that day.

Sincerely,

Amazon
Customer Answer
Date: 08/03/2022

Complaint: 17646410

I am rejecting this response because:

Now I can guarantee that there is no opportunity for this situation to happen again. My whole team is now trained and prepared to show you only the best performance, so I hope for quick feedback and reinstatement of our account.

Sincerely,

Tahire Sokoli
Initial Complaint
Date:07/30/2022
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.
Amazon driver damaged brick driveway. I have video of incident. I submitted a claim and and received email that ARC insurance will contact us. Nothing yet. Called number, no live person to speak to, left message. No return call. Ridiculous!
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 sorry to hear of the issue of the damage and have reviewed the complaint information in detail. I was not able to locate the claim number or specifics on this issue.

We are not able to make assessments of the damage, issue refunds or request repairs at our end. Regarding your property damage claim, ********** Management, our dedicated claims administrator, needs to review your claim and assist with a resolution. Please share the claim Number with them for reference.

You can reach ARC to follow up on the status of your claim, provide updates or new information, or to speak with an adjuster directly using the information below:
ARC Phone Number: ****************
Business Hours: 8:30 a.m. to 7:00 p.m. EST, Monday-Friday

ARC is best equipped to resolve your claim in a timely manner. We appreciate your cooperation and patience throughout their investigation.

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:07/30/2022
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.
Amazon sent me an email stating they closed my account, I first uploaded my bank statement from ***************** but the account was still on hold. Then I called customer ******************** multiple times but they refused to disclose any details. I have more than $5000 in my amazon gift card balance. If the account can no longer be reinstated, I would like the gift card balance to be refunded.
Business Response
Date: 08/09/2022
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 3 August, 2022

Sincerely,

Amazon.com

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