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

57,574 total complaints in the last 3 years.
21,705 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:07/28/2022
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 has allowed someone to publish a book under my name without my consent and after countless emails, they refuse to remove the book from their website. Either they remove it or I file a lawsuit. This is unacceptable.
Business Response
Date: 07/31/2022
Hello Jennica,

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 a book published with your name as mentioned.

I would like to inform you that its a different name from yours.

It shows as Jennica *****. However, I'll forward it to the 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:07/28/2022
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 have attempted to make an account multiple times and I get the same automated response no one seems to care about there customers. I have reached out to them multiple times. This is absurd. I have been a loyal customer for years and this is the way I get treated since I have moved to this new address
Business Response
Date: 08/25/2022
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 25th August 2022.

Sincerely,

********
Amazon.com
Initial Complaint
Date:07/28/2022
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 charged my credit card, claiming the order was not returned, after they had issued a credit on the return.It was returned to Kohls, and when I initiated a chat with Amazon ***************** their system confirmed the order was returned.Also, Amazon only issues a refund when they receive the return at Kohls. So, the mere fact that they originally issued a refund, indicates the merchandise was returned.112-3556009-2772234
Business Response
Date: 07/31/2022
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 retro charge on the Order ID: *******************.

As per the update from the team, empty box was returned and that is the reason for the retro charge was done for the refunded amount.

I'm sorry, we'll not be able to take any action in this case as the item was not returned.

if there was any option, 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
Initial Complaint
Date:07/28/2022
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 placed a order for same day delivery 7/27 and it was supposed to be delivered that same day at 5:30. Im on the app watching the driver deliver everyone package and then it says Im the next stop. The screen goes blank, i call Amazon and they kept telling me it would be there at night, night never came and I called them they say oh its going to be delivered. They canceled my package and were unable to bring me another package just a refund. I dont want a refund I want what I ordered. I want to understand how the driver goes to about to deliver it to saying my package doesnt matter. This is terrible that I have to go thru this!!!
Business Response
Date: 07/31/2022
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 order delivery issue.

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

As per the order tracking, it shows that the order was refused at the delivery.

I'm sorry, we'll not be able to process a replacement as the refund is already done.

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

We'll make sure that this is not repeated and the orders are delivered on time.

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:07/28/2022
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 items through the online service of Amazon. My order was of several heavy items totaling $125.61. The delivery driver left the packages on the bottom of the stairwell, which there are four flights of stairs. The packages are too heavy for me and it is their job to deliver the items to my door. This is the second time that this has happened to me with this company. I would like a refund or replacement sent to my front door. This is unprofessional, inconvenient and frustrating for a company to allow employees to treat customers in this manner.
Business Response
Date: 07/31/2022
Hello 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 order delivery.

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

I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it and will make sure that the orders are delivered at your door step when its an heavy package.

However, we'll not be able to refund or replace the orders in this case.

If there was any 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: 08/02/2022

Complaint: 17635490

I am rejecting this response because:They did not offer anything to resolve the issue, they allowed this to happen to me a second time with no repercussions, nothing to fix the issue that had occurred.

Sincerely,

*************************
Initial Complaint
Date:07/28/2022
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.
Hello,Im an Amazon prime and also an Amazon **** credit card holder. My account was closed due to the following reason: records show that we closed another account of yours for not meeting the terms of our Conditions of Use agreementHowever, I have never had a second account, and I have never been the owner of a different account that was closed. I use Amazon weekly to purchase things for the house such as groceries and essentials. Ive appealed this decision and asked for records of me owning another account that Amazon could not provide. I simply got the same copy pasted response as the quote above. Ive never had an issue or been the owner of a banned account in the past. I am kindly requested BBBs help in resolving this matter as I pay for Amazon Prime and pay to have an Amazon **** credit card. I would like to use my account again.
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 27 July, 2022.

Sincerely,

Monika
Amazon.com
Initial Complaint
Date:07/28/2022
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.
On 07/26/2022, I purchased a ZAGG Pro Keys Detachable Case and Wireless Keyboard for my Apple Ipad. Order #***-0723732. This item was scheduled to be delivered on 07/27/2022. Upon delivery, a picture was sent to my amazon account stating the item had been delivered. The picture was not of my house/address. When I notified amazon about this matter, I was hung up on twice by the customer service representatives after explaining my situation and then the 3rd representative told me there was nothing she could as the item states it was delivered and I could just call the police to report the item stolen. I spent over an hour on the phone during this instance.This was not the first time this has happened. In June 2022, I ordered a Sonic the Hedgehog backpack and several other items for my grandson. The packages were also delivered to the wrong address as the pictures showed an unknown house or address. When customer service was called on this occasion, it took me a total of 3.5 hours to have someone actually listen to me and address my issues. She stated that the delivery route/logistics were wrong in their system and she corrected the issue. I unfortunately found out the hard way by ordering again from Amazon and having the same thing happen. I then emailed Amazon about my complaints. My account was all of sudden closed due to "misuse of services", without a refund or resolution of my missing orders.
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 03 August, 2022 .

Sincerely,

Monika
Amazon.com
Initial Complaint
Date:07/27/2022
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 am looking to appeal a decision recently made by Amazon, as I have been a long-time customer with ********************** and have products that specifically are linked to this service.Over the past few months, there have been several products that were delivered to me that clearly did not come as expected and customer service had been informed about this, but failed to apparently make the correct notices about this, and some as of recent, such as the pair of headphones that I had ordered that clearly were not anywhere near the description that was mentioned on the page itself.I do find it rather auspicious in the fact that a lot of these problems seem to be happening around the time of the ******19 pandemic, and the problems faced since seem to be piling on rapidly. It is honestly frustrating that I am considered at fault here, and the fact that I am being punished for these series of blunders is also insulting, especially since I had been clear whenever possible with **************** regarding these orders. It seems that Amazon is more concerned about the fact that I am returning the questionable products themselves (especially when I find that some of them alarmingly are from *****, such as the gimbal unit that I had purchased from them for test use) rather than focusing on these problematic sellers and products, and that the help that I have receiving has been mere lip service.Thus, I am now asking that the burden of proof placed upon Amazon to prove that these blundered returns have come from my end, rather than on Amazon's warehouse and manifests.
Business Response
Date: 07/31/2022
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 issue with the Account.

I've checked and see that the your account is restricted to digital purchases only due to multiple violations of our returns and refund policy.

The system will automatically cancel all non-digital orders placed on Amazon.com.

If you have any questions or concerns, you may contact an account specialist by replying to the emails received from them.

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:07/27/2022
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.
Ordered jar of ******** jam from Amazon. Arrived today in box that showed no sign of damage. After opening the box and unwrapping the jar, it's contents spilled all over the place. The glass was badly cracked. Contacted Amazon seeking solution. Was told they would do nothing since item is not returnable. I request replacement product and compensation for the mess I have to clean up. It is ORDER # ***-1139992-0137018. Thank you. Also request that Amazon adopt for consumer-considerate approach to doing business.
Business Response
Date: 07/31/2022
Hello *******,

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

I'm sorry for the trouble you had with the order.

I've issued a refund of $15.00 for the order. This includes the refund and the good will amount. You will see the refund in 5 business days.

Further, I've also forwarded the feedback on the packaging so that they can take extra care in future.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:07/27/2022
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 changed my number and amazon wouldn't let me in. Amazon had never demanded to get an SMS code before or told me I would have to have the number available for getting SMS codes. I updated my email and it won't send confirmation to my email. They will also not allow me to contact support now since I can't log in. I work late and do not want to call amazon about this. I also do not want to be recorded when I call amazon when I am tired at the end of working all day. I never agreed to that and I don't feel comfortable calling a recorded line also given amazon's policies with data privacy. I want to either be able to access my account or to have you delete all my data and delete my prime and I can just use another service if you don't want me as a customer. I also wanted to order something today and couldn't do that so I would like a percentage refund of Prime for the days I am locked out and unable to place orders. I am also frustrated I could not email someone or chat with support about all this. I am very busy. I should be able to have this taken care of without an ordeal. This is also frustrating because amazon also recently sent me an item that started smoking and nearly caught on fire. It's really frustrating I can't just send an email or chat with someone. I am tired after working all day. Please respond via email and not phone.
Business Response
Date: 07/31/2022
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 researched your complaint but wasn't able to find the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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: 08/02/2022
**********************************

please do not post this online.the link to this reply said responses could be posted online

i have also emailed [email protected] with information and have received no response despite multiple emails. I cannot access the account and there was no resolution
Customer Answer
Date: 08/04/2022
You can ignore the previous email, I can access the account now.

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