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

57,441 total complaints in the last 3 years.
21,645 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:07/29/2022
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 returned my products back on July 1st to Amazon.com and they were marked as received the same day and Amazon.com customer service reps kept lieing to me about a 30 day return policy that does not exist and a supervisor with Amazon.com's customer service told me to file a dispute with my bank so I did but I still never got my refunds and Amazon.com disabled my account even though a supervisor told me to do the dispute. But even though that policy doesn't exist I waited the 30 days and still never got my refunds for the products I returned which totals $1,730.73. I contacted Amazon again on July 27th and they refused to help me with this problem. I just want my money back.
Business Response
Date: 09/25/2022
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 return refunds.

I would request you to wait for the refunds on the returned items as the refunds will be processed automatically by the system once the item is processed at the return center.

I'm sorry, we'll not be able take any action manually from our end.

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
http://www.amazon.com
Customer Answer
Date: 09/25/2022

Complaint: 17642678

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:07/29/2022
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.
Hello,Im extremely tired of dealing with Amazon closing/holding/freezing my account for payment review. Im tired of submitting billing statements (various times) for review when Im clearly showing Im the owner of my debit card.I buy digital content like kindle books only to have my account placed on an unwarranted hold. This has been occurring non-stop and I thought it had stopped until now. Before I could not even make purchases. This is quite ridiculous and warrants lawful action as it is causing me emotional distress. As someone with PTSD, as Ive constantly reminded your associates of, I feel your company is continually causing me undue distress. Buying on Amazon helps me not have to go out and retrigger my PTSD, but it doesnt help when my account keeps closing for review and the money, I spend on digital books is wasted due to not being able to access my books. The reviews are never completed from my experience and thus, Im forced to create new accounts. This is a horrible experience for a customer/human to have to go through.I bought three books and now I cant access them, Im trying to make a living off the information in the books and now your company is directly affecting my income. This is a horrible inconvenience and I believe it can be fixed with escalation, a permanent solution to prevent reoccurrence, and with a credit to my account for additional courtesy purchases. I have been at this for months. Its a never-ending cycle. I used to have so much digital content of books in my past account associated with my older email and that account was closed and when I call customer service, they tell me that it's not in their system. Ive had no choice but to settle with that unjustifiable truth that my account and all my digital content was deleted by the amazon system without any justifiable/legal reason. I was accepting the fact of starting new with this new account associated with my new email but the horrible and unnecessary experience continu
Business Response
Date: 08/03/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 3/8/2022 confirming account reinstatement.
Sincerely,
Amazon.com
Initial Complaint
Date:07/29/2022
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.
On July 11, 2022 someone hacked into my Amazon account and bought gaming cards totaling $373.75. This amount was charged to my debit car. The hacker was not smart enough to choose a different address to ship to and sent it to my college address. But the hacker included his information. I reported to Amazon that this was an unauthorized purchase. Amazon support told me that the purchase appeared to be authorized since it went to one of my addresses on file. So I drove to my college, an hour and a half away, retrieved the package and returned it back to Amazon via their *** label and instructions. I was told that I would receive my refund once the package was received by Amazon returns. They said to change my Amazon password which I did. The package showed it was delivered back to Amazon so I called Amazon again. They said since I reported it as unauthorized they could not refund my purchase and now my account is locked. So now they have the merchandise and my money and refuse to refund my money back to my debit card. I am sure this has to be illegal. I just want my money back on the same card it was taken from. Nothing more!
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 team, your account has been restored.

However, the only option to get the charges reverted is to file a charge dispute with the bank.

If there was any alternative to refund the amount from our end, we would have surely helped you further.
Initial Complaint
Date:07/29/2022
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.
For the past month or so, I experienced the most horrible customer service with **********************. I had to send many items back because of poor quality than I ever had. First, two of my packages ended up lost. I received a refund for the first lost package, but I did not for the second one. I was confused why I was eligible for a refund for one and not the other when it was a similar incident. I asked more than once if they could reach out to *** on my behalf or if they could provide me with a direct name or number. They failed to do both. I ended up reaching out to *** on my own, but I havent heard anything back. The second incident was receiving a refund for a damaged item. First and foremost, the first associate NEVER asked me for pictures of the shipping label and box. The company can go back and listen to old phone conversations or read the chats. However, I still managed to find the box it came in and took the photos. The shipping label was not damaged. The box had small spots on it. The main thing was that the product was hot and some of the liquid was spilled out. I have had to send photos about 4-5 times because they claimed they were blurry and invalid. The second batch of photos that I sent recently, I can assure, was NOT blurry as I asked many family members and friends if they could see the pictures clearly and they all said that they could. I offered multiple times to send the item back, if that would make the situation better, but no one has responded to that request. As far as the shampoo and conditioner, they gave me the difference I had to pay out of pocket for the items, but I did not earn more promotional credits for the ones Ive lost. I understand that theyre not returnable, but I received new credits when they were lost in the past more than once. I just want a refund. That is all. I tried offering solutions to avoid contacting a third party. I can also provide the photos that they requested, where you can see that the liquid spilled.
Business Response
Date: 08/01/2022
Hello Jamiyiah,

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

I've reviewed the complaint and understand your concern about the order delivery and damage issues.

I've checked and see that there was no damaged item pictures attached in the complaint.

I'm sorry, we'll not be able to refund or issue credits in this case.

However, we'll surely take this as a feedback from you and forward it to the appropriate team for further review on it.

We'll make sure that these issues are not repeated.

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/02/2022

Complaint: 17642175

I am rejecting this response because: I have already made a complaint on multiple occasions regarding this order and feedback has been sent back to the company. Thanks, but no thanks. That is not a proper resolution to the issue. I have asked family and friends, as well as unbiased people, to take a look at the picture and they can clearly see where the liquid is on the bottle top. Its definitely a problem on your end if you cannot see where the cleanser spilled. If you can see that the item is not damaged, why did someone from your company send me messages stating that I needed clearer pictures when these are the SAME photos from the last email message I sent to **************** on Friday, July 29th? If the item does not look damaged on your end, why cant you just accept the return and give me a refund? These are literally the same pictures that you all claimed were blurry and did not reflect what you asked for (shipping label, shipping box, damaged item, etc.), which is a lie. You all may think its okay to use, but NOT me. I dont want to use anything that was leaking and hot. It seems as if you all just dont want to provide me with a refund. Most of everything that I wanted a refund for in the past, I was willing to return the item back, unless someone from Amazon told me that I could keep, donate or dispose of the item. I literally received a refund for an item that you all told me to keep last month, so why cant I receive a refund for an item that Im WILLING to return? In regards to the promotional credits for the order that was lost, that is not my fault that it was not delivered to my address. You all hired *** to deliver orders for our area, so that is between your company and theirs. Before the week of July 10th, I NEVER had a problem receiving a package at that particular address they claimed it was delivered to. I have to literally write a paragraph explaining where I live in the instructions to avoid them delivering to someone elses home in the future. I have also received additional credits that I lost as exceptions on MANY occasions, so Im guessing the nonrefundable credits only apply to certain items/orders from certain associates. I respect your policies, but there are flaws in the way that some of your associates handle customers. If an associate tells me one thing, but another one says something else, that is not my fault that everyone isnt up-to-date on your guidelines. Many Amazon employees have inconvenienced me and my family in more ways than one, and I do not regret cancelling my Prime membership and reaching out to a third-party company to resolve this issue. Until I receive a refund, I will continue to reject any responses that I do not agree with.
Sincerely,

JaMiyiah *****
Initial Complaint
Date:07/29/2022
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.
I ORDERED A WATCH AND RETURNED IT TO AN AMAZON HUB. I RECEIVED CONFIRMATION THAT THEY RECEIVED THE **** AND A MESSAGE SAYING I WOULD GET MY REFUND 7 DAYS AFTER THEY RECEIVED THE ****. NOW THEY ARE REFUSING TO ISSUE MY REFUND.
Business Response
Date: 08/01/2022
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 refund for the returned item.

I've checked the Order ID: ******************* return details and see that the refund of $211.99 has been processed on Sunday, July 31, 2022 at 10:04 AM (PDT) to the same card which was used.

Refund will be credited within 3 to 5 business days from the day it was processed.

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/04/2022

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:07/29/2022
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 purchased Airpod 3rd generations from Amazon through Amazon Warehouse, Amazon Renewed, and fulfilled by Amazon on July 20 2022. The Airpods are still connected to the previous owners Find my Iphone , and they are able to see my location compromising my safety. Because amazon didn't check the product that was return and was resold to me my safety and wellbeing is in danger and I am seeking an account credit on top of the return that was already started. This is unacceptable, and I keep getting notifications on my phone that the previous owner is tracking my location.
Business Response
Date: 08/01/2022
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 Apple AirPods (3rd Generation) that you've purchased.

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

I would request you to return the item for a full refund.

Also, we'll make sure that this is not repeated.

I've forwarded this issue to the appropriate team for further review on it.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/29/2022
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 purchased a pair of ***** boots from Amazon on 1/26/22 order #***-4884148-1355459.3 months later the boots were falling apart at the soles. This happened before when I purchased a pair from ***** directly and they replaced them at no charge and did not have to return them just send photos and I did. I called your customer service number as I didn't know how returns worked for a defective product after having it for 3 months. I spoke with Dejania on 5/31/22 and she said Amazon would replace them. I asked her if I had to send pictures or return them and she said no. Apparently I was getting emails from your returns department stating that I had to return the boots. I do not check my personal emails very often unless I am looking for something. Since I was told that I didn't have to return them, I had no reason to check email once I received the replacement. Also, since I was told I did not have to return them we threw them out... way before your returns department started emailing me.Anyway, you then charged my credit card for the repacement. I am uploading the email that Dejania sent me regarding the replacement "at no additional charge" and a copy of the charge to my credit card. I want a full refund immediately. Thank you!
Business Response
Date: 08/01/2022
Hello *****************************,

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

I've reviewed the complaint and understand your concern regarding the return and retro charge.

I would like to inform you that the replacement which was sent was an exception made as the return window for the item was expired in the month of March.

Also, you'll need to return the item for a replacement and I see that there was no return done after the replacement order.

This triggered the retro charge on the order and we'll not be able to take any action on it from our end.

If there was any alternative for retro charge refund, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/05/2022

Complaint: 17641835

I am rejecting this response because: I believe this is not fair. If you have a recording of our conversation you will clearly hear that I asked if I had to send a photo of the boots or return them and Dejania said no.
Because I was told no we threw them out. Why would you think we would keep them? Would you? To make an exception is your choice I should not have to pay for the replacement especially since they were defective.

Sincerely,

***************************
Initial Complaint
Date:07/29/2022
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 initiated an amazon return of multiple items totaling over $300. When Amazon provided the return options, I selected **** store". Amazon directed that all of the multiple items be returned in the same box, so I did so on June 24, 2022. Amazon generated a ** code, which I was told to bring to the *** Store, and the *** Store would thereafter generate a return label. I did so, and I was given a receipt showing that the box had been dropped off to ***. I tracked the return using the tracking number (1ZE706R49000916434) and confirmed delivery on June 27, 2022. After multiple weeks of not having received my refund, I was told that I had to email in my receipt showing that I dropped off the package. I did so twice after Amazon couldn't find the email that I had sent them the first time. I called back multiple times and on July 29, 2022, Amazon claimed that *** had used the wrong shipping label. *** denies this, and even if *** did so, I followed all procedures by bringing the ** code to the *** Store and having the *** store scan the ** code and generate the return label. I fully complied with all of the Amazon requirements, and now Amazon is refusing to refund me the more than $300 I am owed despite the fact that the products were delivered back to Amazon on June 27, 2022.
Business Response
Date: 08/01/2022
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.

Im sorry for the inconvenience this has caused.

I'd love to help, however, I wasn't able to find the order you asked about using the email address on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account.

Please write back with your Amazon account associated email address/phone number and any related order numbers available so that I can investigate further.

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/01/2022

Complaint: 17641784

I am rejecting this response because I returned all of the items in one box using the ** Code provided by Amazon. I followed all of Amazon's directions. The email address for the account from which I placed the orders is *******************. My family member, ******, and I share this amazon account.
The following are the order numbers that I returned:
1. Order # ***-3785436-5260202 - Aqua *** Hose
2. Order # ***-7651967-5331418 Screwless Corner Mount
3. Order # ***-3806962-223863 Wyze Cam v3
4. Order # ***-3156513-4799430 Wyze Cam v3
5. Order # ***-5799783-6863453 ************* UV Protection
6. Order # ***-5799783-6863453 Mens dry-fit athletic long sleeve
7. Order # ***-5776247-3762602 MILANKERR men swim trunks, plaid green large
8. Order # ***-5776247-3762602 SILKWORLD Mens swim trunks, light sky blue, large
9. Order # ***-5776247-3762602 MILANKERR men swim trunks blue watermark medium
10. Order# ***-5776247-3762602 SILKWORLD Mens swim trunks, light navy blue, XL
11. Order# ***-5776247-3762602 SILKWORLD Mens swim trunks, haze blue, medium
12. Order # ***-5776247-3762602 MILANKERR men swim trunks, plaid royal, XL
13. Order # ***-4459223-1786601 under armour hat small/medium
14. Order# ***-4459223-1786601 under armour hat medium/large
15. Order# ***-0586690-6854615 under armour hat large/xlarge
16. Order# ***-7515216-9626652 *** uniforms shirt, light blue, large
17. Order #***-7515216-9626652 *** uniforms shirt, white, large
18. Order # ***-4142513-8713805 *** uniforms shirt, navy medium
19. Order # ***-4142513-8713805 KUYIGO mens polo shirt

Sincerely,

*********************
Business Response
Date: 08/10/2022
Hello *************************,

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

Like informed earlier, we'll not be able to take any action in this case.

As all the items were returned in one package and package will be scanned for the item for which the return label was created and refund will be processed for the same.

You'll need to return each product with the return label created for it as there were multiple orders.

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

Arun
Amazon.com
Customer Answer
Date: 08/16/2022

Complaint: 17641784

I am rejecting this response because as I mentioned last time, and as shown by the proof I provided, I followed all of Amazon's directions and used the ** code that was provided to me. Amazon's executive customer service called me and confirmed that I did nothing wrong and that I followed all directions. Any error was not caused by me.

Sincerely,

*********************
Initial Complaint
Date:07/29/2022
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 received a call before 9am from **************. My caller id said Jeone Quebec ******. The automated voice said they were calling from Amazon to confirm a computer order for over $1,000.00 dollars. I DID NOT AND DO NOT ORDER ANYTHING FROM AMAZON. I called the number and a man answered in French. I hung up. He did not say Amazon when I phoned.I am very concerned they somehow have my credit card information.
Business Response
Date: 08/01/2022
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 phone call received from Amazon as mentioned.

I can confirm that the person who contacted you regarding the order and charge is not affiliated with Amazon Payments or Amazon.com.

Amazon Payments doesn't complete any transactions using wire transfers from your bank account or other external means such as money orders or gift cards. Since your transaction did not take place with Amazon Payments, we have no record of your transaction with this seller.

As it appears you've been the victim of fraud, you may want to contact your local authorities and your bank to report this situation. You may also want to look up the tips provided by the *** to help you spot a scam, protect yourself and family, and report scams:
http://www.fbi.gov/scams-safety

Unfortunately, fraud is common on the internet at this time. If you're ever unsure if someone is affiliated with Amazon.com or Amazon Payments, please reach out to our customer service team using the information on the following Help page:
https://payments.amazon.com/sdui/sdui/helpTab/Personal-Accounts/Privacy-Security

For information on how to identify whether or not an offer is affiliated with Amazon Payments, and to find out how to protect your system, click here:
https://payments.amazon.com/help/83619

I've forwarded the information you included to our investigations team, and they'll thoroughly research your report. For privacy reasons, the results of our investigations cannot be disclosed, but be assured that they will take any actions they find appropriate.

Thank you for bringing this matter to our attention.

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/29/2022
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.
My Amazon account (MERCHANT TOKEN: A171UT8JLK2EQ) was recently deactivated for allegations of selling inauthentic goods. The products in my suspension notice were sourced from several suppliers who appeared reputable, but I admittedly did not have a supplier vetting process in place to ensure quality and authenticity. Furthermore, these suppliers are not able to provide me with a valid supply chain to prove product authenticity, so they are not up to Amazons standards. I terminated my relationship with all my previous suppliers when Amazon stated they were unable to verify the invoices, deleted the corresponding offers, and removed my inventory from the fulfillment centers. I explained all of these steps in a plan of action, but Amazon has ignored my appeals and I am getting nowhere. Can you help?
Business Response
Date: 08/02/2022
Hello,

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

We are unable to provide information on our investigation methods.

Sincerely,

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