Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,737 total complaints in the last 3 years.
21,920 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:09/19/2023
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.
What about the money in my gift card balance on my old Amazon account? That was my money and Im *********** it. Plus I still dont understand why my account was closed because I read all their guidelines and I cant find out anything that I did wrong. But right now I just want my gift card balance given to me. Because I feel my account was closed for reasons Im not even aware of.
actual reason the account was closed. It just keeps saying the guidelines and like I said I read over them and I did nothing wrong within the guidelines.)
Business Response
Date: 10/04/2023
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.
Business Response
Date: 10/26/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 10/23/2023 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:09/19/2023
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 prime has been charging me for HBO and HBO *** duplicate subscription from Feb 2020 to Sept 2021. After that they charged me for HBO *** up to the present. I never subscribed to HBO. In my Prime Home Screen it was never listed as one of my subscriptions (I have a photo of the Home Screen) I never got a notification that I was being charged for it. After arguing with 5 different reps from Amazon they agreed to refund me one years worth of service on one HBO account. I want full for reimbursement for both plus penalties for this scam. In addition I was being charged for Amazon unlimited music. SinceJune 2021. I never ordered it. Apparently when you ask ***** to play music they automatically enroll you in this service. I was never notified or received any bill saying I was enrolled in fact when I would ask ***** for a specific song it would ask me to subscribe even tho they were charging me for unlimited. When you go to your online statement they list charges but not what they are for. This all feels like a scam to me. I have had friends which have had the same thing happen.This should be corrected. At least they should send a statement monthly stating all charges as Apple does. I really feel penalties are necessary to discourage this type of behavior.
Business Response
Date: 09/24/2023
Hello *******,

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

Upon reviewing this issue with our internal team I received below response from them :

Hello.

Thank you for reaching out. We're terribly sorry for any confusion and frustration these charges may have caused. I wanted to provide a little clarity towards the subscriptions in question. HBO and HBO *** were two separate Prime Video Channels offering different content. During the tenure of your HBO subscription was discontinued as HBO reverted to only HBO ***. Please keep in mind that any digital subscription subscribed to, cancelled or upgraded email confirmations are sent out. Amazon Music Unlimited is the same. With any compatible ***** ***** enabled device, or ******* you're required to agree to the terms and conditions of the service before they are subscribed to. Once completed an email confirmation is sent as well. No active service is subscribed to or changed without authorization from the account holder.

We don't offer a way to make changes to an account's ******************************************* without speaking directly to the customer and that is only to cancel not to subscribed.

In your previous conversation with customer service a refund of the last 12 months of HBO was refunded. This was a 1 time courtesy and we're unable to offer any additional compensation. Please speak with your bank if you are desiring more. We understand this not the answer you are looking but there isn't any additional information for us to share at this time.

Thank you for your co-operation. Have a great rest of the day!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
Type:Order 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.

Complaint: 20624755

I am rejecting this response because: the team preauthorized the the activity and said it was ok. and wthere wouldn't be any issues on my end... It is also USD/ **** currency its not a Amazon token. taking money or voiding USD balance is against ************* law..we don't live in amazon, we live in ***************** and in ***************** it is illegal to steal or void someones money. especially if it is in the ************* dollar.

also, these products are all in within me my organization, there was no trade trade or reseal for use for these products...

Sincerely,

***********************
Business Response
Date: 10/12/2023
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 **********.

Sincerely,
Amazon.com
Customer Answer
Date: 10/12/2023
I did not violate any terms and conditions, I purchased these with used and if they take the *** balance from me it is essentially stealing. These products were not for resale.. they were to go within myself and my organization. there was no **** exchange fro these products. on the first order i did i asked amazon if this activity was ok and they confirmed that it was ok to do this...

After the chat agent said it was ok, they mentioned that they would put a note on the account that it would be ok. after this preauthorization was done the ended up going back on the agreement in chat...
Initial Complaint
Date:09/19/2023
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 have sent back a dress that was purchased. The dress was confirmed to be received on Friday, September 15th, 2023 at 1:45pm per the tracking number. I have confirmed with Amazon and the seller receipt of the dress and they have received it. However, they refuse to issue my refund in the amount of $143.95.
Business Response
Date: 09/21/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-4477783-6319417 regarding refund for the item you returned.

I see that the refund of $143.95 is processed to your original payment method.

You'll see the refund on your original payment method statement in the next 3-5 business days.

Once processed, you'll also be able to see the refund request here:

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

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
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.
Dear Better Business Bureau,I am writing to seek your assistance with a pressing issue involving my business, ***************, and its interactions with Amazon. This situation has been characterized by persistent challenges, despite our best efforts to resolve it through Amazon's official channels.*************** has been a reputable seller on the Amazon platform, consistently adhering to Amazon's Selling Policies and Seller Code of Conduct. We have always upheld the values of transparency, integrity, and exceptional customer service in our business operations.Our ordeal began with an unexpected hold placed on our Amazon seller account. We respect **********************'s commitment to a secure marketplace, but our experiences have been perplexing and distressing. Key issues include:We have consistently submitted all requested documentation in response to Amazon's account hold, including receipts from our authorized supplier, confirming the authenticity of our products; our ID card, validating our identity; and numerous proofs of delivery, demonstrating our reliability.Despite our compliance with Amazon's requirements, our appeals have been continuously declined without a clear explanation. This lack of transparency has raised concerns about the fairness of the resolution process.The ongoing account hold has disrupted our operations and cast doubt on our business's credibility. This situation is causing severe financial strain and jeopardizing our ability to serve Amazon customers effectively.We believe your involvement can illuminate this perplexing situation and expedite a fair resolution. Our goal is to restore our ability to conduct business on Amazon and reaffirm the principles upon which Amazon was founded.Thank you for your attention to this urgent matter. We eagerly await your response, knowing that your involvement would not only be a lifeline for our business but also a testament to the importance of a just and transparent online marketplace.
Business Response
Date: 09/21/2023
We have decided to reinstate this account and an email was sent to them informing them of this decision on September 21, 2023.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/19/2023
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 was informed there was a *********************** attack on Amazon. I have never done anything that was against the **** I actually read the entire thing just to make sure! No clue what they deem
improper use of my account when my last orders were all for me! I got told if someone I know messed up then I get flagged as well. I had various excuses by 5 different customer agents now. I cant even dispute the fraudulent charges for the vitamins I bought from a clearly fraudulent seller! I never got them. I log in and get told more information is needed but not a single person can tell me what that is. These practices are wrong ! I have sent things to friends and family for years now, used a wedding registry for vow renewals, baby registries for pregnancy ( miscarriages) and wishlists for my family. I believe all my information has been compromised and request access to my account so I can wipe out all information including my family members addresses .
is is fraud that they are refusing to refund me for membership I can not use, they shut off all the tablets so those are now useless, and on top of that the vitamins I purchased were from a fraudulent seller! They got my money and I never got the Vitamins. Amazon says they can not refund me that money because my account is closed. How can this be legal???I do not understand how you can close an account for using the payment method offered by Amazon or say compliance issue without saying what the issue is. , ****** Attached are my AFFIRM Loans that I used for Amazon , my bank statement showing the kids purchase and my Amazon store card showing the payment for Prime.
Business Response
Date: 10/15/2023
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 10/11/2023.

Sincerely
Amazon.com
Customer Answer
Date: 10/16/2023

Complaint: 20624662

I am rejecting this response because:It is garbage! Amazon had an account breach. I was charged for items that a seller never shipped. Im told cant dispute because account closed. ****** says cant do refund unless Amazon does it. Rather convenient ! One of my cards had attempted fraud charges and only place It was used was Amazon! I have not violated any terms . I did not do any reviews, sell stuff to anyone or return a lot of items. I am pretty sure nobody knows what happened because every single person I talked to gave me a different reason! I have a right to know what ** being accused of having done . I got told its because I had a wedding registry for via renewal. A baby registry for pregnancies that ended in losses, because I used wishlists, because I want to more then 5 friends, and because someone I know did something wrong.. yes all these different excuses by customer service . I want access to remove all information from my account .

Sincerely,

*************************
Initial Complaint
Date:09/19/2023
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 has closed my account. They closed my account for no reason and would like my money that they have taken from my account.
Business Response
Date: 10/05/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com
Initial Complaint
Date:09/19/2023
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.

Complaint: 20624590

I am rejecting this response because:
The response I received from Amazon was again the same automated message that I had initially gotten. No one us even willing to work with me. I came in great hopes trying for Amazon to understand my case and the refunds that I had made were genuine refunds after working through investigations by their team. I do not understand why did their team not alert me through chat or when ever a refund was asked that it will restrict my account. I have made 250+ transactions might have return/refund ***** so my return to buy ratio is not even 10% at least consider that. I am innocent and I had done nothing intentionally I was in the dark not knowing the consequences, I deserve a chance at the very least, restricting my refunds if anything. I will appreciate another chance into my account with better security measures taken by me to prevent this from ever happening again. And I will greatly appreciate a human response who actually reads my plead for leniency or an appeal to reinstate my account, instead of the same automated looking email please give your long term decade old prime customer a chance at least
Sincerely solely based on the fact that something can be unintentional in no way I wanted to cause harm or violate any policies, that was definitely not my intention. I purchased thousands of goods from amazon on a monthly basis there was no limit to be honest at least consider the amount of transactions over the number of refunds. I will highly appreciate if reinstating my account can be reconsidered.

Sincerely,

*********************
roved refunds so if my account was on fault why did they approve. Im a disabled woman I couldnt go out searching for my parcels so easiest was asking for refund as it was not my fault my parcel were not coming to me. I wanted to request and appeal to reinstate my account as a buyer. Ive been trying to make them understand this situation but only getting automated email replies. Ive spent thousands of dollars on Amazon way more than the refunds anyone or I have ever made on my account. I have taken all security measures by changing my password and adding 2 step verification to not let anyone use my account again, and Im willing to work with the team to prove my sincerity. I ensure that there will not be any further activities from this account violating the policies, I will be the only individual purchasing. Amazon is the main source to purchase goods being disabled and I will appreciate if all restrictions can be removed and I can get my account back to normal.
Business Response
Date: 09/21/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the issue related to your account.

As we can see the concern team already informed you with complete information.

I request you to go through the email sent to your registered email address on Wednesday, September 20, 2023 at 10:23 PM (PDT).

In this case we don't have any option to take action on it as the team already shared the response.

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

Regards,

Mahendra
Amazon.com
*****************************
Business Response
Date: 09/24/2023
Hello,

I am Mahendra 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 understand that you want to regain the access related to your account. But as mentioned the concern team already informed you with complete information.

The information provided in the email which sent to your registered email address on Wednesday, September 20, 2023 at 10:23 PM (PDT) is correct.

In this case we don't have any option to take action on it as the team already shared the response.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
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.

Complaint: 20624588

I am rejecting this response because:
I started this process on June 10th of 2023. The reason it's been over 30 days is because Amazon refused to issue me a refund over and over again. I have been trying to get a refund for months and have been refused and lied to by the various operators by being told the issue would be solved at certain dates. The reason and response given isn't adequate, and doesn't explain the the previous months of denials. I'm attaching pictures of email responses from Amazon's employees over the past several months, as well as the laptop that was sent and the receipt from **** I can also provide and forward all emails. This arbitrary timeline does not excuse their behavior, nor does it justify the reasoning.

Sincerely,

*********************
ckage from them, how can I prove otherwise?!I'm guessing someone "returned" that to get a "refund" (meaning they replaced the $1200 order with a cheaper product to steal from Amazon) and Amazon didn't even check the box, someone probably just took down the weight, and just passed it on to whomever ordered one next.This has happened to others, one more famous one was when some guy got a chunk of metal and some putty. He fought them for months and the only way they refunded him was because of it got enough attention on social media. I believe his name is ********************* of "Gamers Nexus."In summary, Synchrony clearly hasn't done a sufficient job of investigating the dispute. I followed the instructions of the operator at Amazon, and clearly that protocol wasn't followed by Amazon themselves. When Amazon receives calls, they record their calls. There should be a recording of the call I made. I have more evidence than what I included in the attachment. Please help! Thank you.
Business Response
Date: 09/22/2023
Hello ****,

I am Vishal 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've reviewed your email regarding the order placed on our website.

Here upon reviewing I could see that a response regarding this issue has been provided by our internal team on Sunday, September 10, 2023 at 12:46 PM with subject 'A Message from Amazon Customer Service'.

I request you to please review the email sent by them.

Please be informed that the information provided by our internal team is final and we wont be able to provide a replacement or refund for this order as informed by them.

I hope this helps, Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

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