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

57,536 total complaints in the last 3 years.
21,657 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:07/18/2022
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.
Hello,I ordered a "Pioneer DJ DDJ-****" which cost me $2500 on Amazon. Seller shipped it to a different address than mine and then claimed it was delivered to me. However, when I checked the tracking number, delivery address there was not mine.Order number: 111-6373438-1699411 Here's the tracking number provided by the seller:UPS: 1ZE0W5140340976182 As you can see the address appears on this tracking number is **** Lake, **, ************* However my address is in ************************* Totally different cities.I contacted Amazon Customer support and they didn't help me with the refund even though I mentioned how seller shipped the order to the wrong address.I am expecting a full refund immediately as I have never received my order and it cost me a fortune. All the evidence is in the tracking number.Thank you
Business Response
Date: 07/21/2022
Hello,

We want to let you know that we are still reviewing information on the claim on order Order 111-6373438-1699411. We are still waiting for seller's reply. No further action is needed from buyer at this time and we will contact them soon with an update.

Sincerely,
Initial Complaint
Date:07/18/2022
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 been trying to get a response from Amazon for over a month regarding the blocking of my account. I can't wait any longer. They blocked my account due to trademark infringement. I acknowledged the infringement and filed an appeal, which has been pending for over a month. The average time for appeals at Amazon is 5 days. I have also made calls to find out what is going on with the account, but they won't tell me anything. Most recently, I supplemented the appeal and sent it in again, but I have not heard back either.I am appealing to you to rush Amazon with a response to my appeals. They are being ignored for a very long time.Thank you
Business Response
Date: 08/15/2022
Hello,
We have reviewed this sellers account and based on additional details discovered during a holistic investigation we are unable to reinstate the seller.
Thanks,
Amazon.com
Seller Performance
Initial Complaint
Date:07/18/2022
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.
On may 17 a package was supposed to be delivered to my address. The delivery driver dropped it off in the wrong location. I have specific instructions on where to deliver my package securely. I have alerted amazon several times to alert them the drivers are not delivering to the right spot. I know my instructions show and are clear because some drivers follow my instructions and some due not. Due to Amazons driver not properly securing my package it was stolen I filed a police report. I would like Amazon to take ownership of the negligence of the delivery driver and refund the purchase I had to repurchase the items.
Business Response
Date: 07/20/2022
Hello Brittany,

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 you are missing the delivery from the order ending ****. Based on our investigations, we aren't able to provide a replacement or refund for this order at this time.

You have shared information that your local police authorities have looked into this matter. If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with the police report number, link, or URL to the police report that shows the following information:
* - The delivery address regarding this incident.
* - The items were delivered according to the carrier tracking.
* - The report was created for stolen items/theft/larceny/ or other similar crime.
* - The status of the report is completed or closed.
* - The date the report was created.
Please contact us back when the police report is complete.

We are unable to accept police reports that are in pending or any other incomplete status. The police report must be filed within 45 days of the delivery date and provided in English to be considered for review. Only one police report is needed for all orders that are part of the same shipment. A separate police report is needed for orders delivered in different shipments.

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:07/18/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my Amazon account for almost a decade as a buyer account. And I am a prime member and payed membership fees for several years. I mainly used my Amazon account to go to local whole foods market and also enjoy the prime videos. I haven't purchase anything from amazon for few month before my account was suspended by amazon with no reason. I cannot log in to my account, and amazon never contacted with me regarding additional information. I contacted Amazon account login department for several times and they alway said they were going to file something and another department would contact with me within ***** hours but there is no further contact anymore. Amazon must contact with me about why you suspended my account and how to restore my prime membership login since I need this to go to my local whole foods market and watch the prime videos. If Amazon suspended my account by no reason, please also refund me the prime membership within this period because I paid to get my service.
Business Response
Date: 07/21/2022
Hello,

We have reviewed the customers buyer account and require more time to complete our review.

We have requested for some more time from the customer via email. We sent this request to their registered email address on 21st July 2022.

Sincerely,

********
Amazon.com
Initial Complaint
Date:07/18/2022
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.
My Book is being sold without my permission , On Amazon Kindle Publishing ?
Customer Answer
Date: 07/19/2022

I Linda King My book is being sold without My permission , My book title is ; Poerty for My Family ? and I'm very unhappy . And I would like to receive a refund . Thank you so much
Business Response
Date: 08/04/2022
Hello *****,

I'************* 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 forwarded it to our Kindle Direct Publishing specialist team.

I see that ****** a member of Kindle Direct Publishing (KDP) Executive Customer Relations has responded on July 27, 2022 regarding this and informed you to report to Amazion their online form.

Here's the link to the form:

https://www.amazon.com/report/infringement

We appreciate your understanding and cooperation in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My amazon account was closed and the only reason I was given was an automated response stating my account was closed due to misuse of Amazon's services. I called customer service to try to resolve this issue. The customer service representative took my complaint and stated I would be contacted by a "specialist" within ***** hours to help resolve my issue which never occurred. Over the following month, I had to endure this same process weekly with the same procedure by the customer service representative and no response from a specialist. Meanwhile I am issued my monthly charge for use of Amazon services that I do not have access to and which the customer service representative has no ability to help. Finally, today I hear back from a specialist via email who states the case has been reviewed and my account will remain closed and they will not respond to any further inquiries. Extremely horrible customer service on the part of this multimillion-dollar company who did as little as possible to address my concerns and even less to offer me a refund for the services paid for and not used. I have wasted a tremendous amount of my time and I believe I will probably continue to be charged for the closed account that I have.
Business Response
Date: 08/15/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 15 August, 2022 confirming account reinstatement.

Sincerely,

Monika
Amazon.com
Initial Complaint
Date:07/18/2022
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 bought a **** monitor from Amazon.com but got a package with a used ** monitor (wrong model) in it. I consulted the service people from Amazon. She told me to return the monitor and I will get the refund. But when they got my return package, Amazon complained that I send the wrong item in the package and refuse to give me the refund. I think I have good track of record on Amazon.com, but Amazon said the decision is based on my past behaviors. It is Amazon's fault to send me the wrong item. But they charge me. I have the photo of the ** monitor. Amazon has the chat history between their service people and me.
Business Response
Date: 07/24/2022
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.

We apologize that you haven't yet received a refund for the item you returned from your order. We're happy to look into this for you. We'll need some basic information to get started.

Please reply to this email with your responses to the questions below in English or Spanish from the email address associated with the Amazon account that you used to place this order. You can send your responses directly in an email or through an attachment such as a PDF or JPG file.

Send one set of responses for each package you received from Amazon containing an item that you returned but have not yet received a refund. We typically respond in about 1-2 business days. Please reply with the following completed template to include both the questions and your associated answers:

Incident Report
1. Order number:_______________
2. Today's date. MM/DD/YYYY:_______________
3. Date return item was shipped. MM/DD/YYYY:_______________
4. How did you ship back your return? ************ etc.):_______________
For example: Did you take the package to a drop off location, or did you leave it outside your house for the carrier to collect.
5. Description of the item returned (item name, color, size, quantity, etc.):_______________
6. Have you experienced prior issues with returning items to Amazon?_______________

Thank you for your cooperation and 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

Complaint: 17580879

The required information:

Incident Report
1. Order number:______111-2604876-9146668_________
2. Today's date. MM/DD/YYYY:___08/01/2022____________
3. Date return item was shipped. MM/DD/YYYY:_____Jun 20, 2022 or Jun 21, 2022. I can not remember__________
4. How did you ship back your return? ************ etc.):_____UPS__________
For example: Did you take the package to a drop off location, or did you leave it outside your house for the carrier to collect.
5. Description of the item returned (item name, color, size, quantity, etc.):_______I return the original package. (the used and wrong model monitor)________
6. Have you experienced prior issues with returning items to Amazon?_______No, this is my second return Amazon package________
Business Response
Date: 08/17/2022
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'm sorry for the inconvenience caused by your return.

However, the Incident Report you provided is incorrect and we are not able to review the issue based on the information shared.

Please correct question #5 by providing the description of the item returned (item name, color, size, quantity, etc.) and resubmit the report.

Thank you for your understanding. 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: 08/27/2022

Complaint: 17580879
The only thing I know about the returned item is that it is a white ** monitor (not the model I ordered, and it is a used one). I toke a photo when I got it. See the previous email.

Sincerely,

*************
Business Response
Date: 09/14/2022
Hello *************,

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

I see your response but we will not be able to issue a refund in the absence of a valid Incident report. You could reply to the email shared by the returns team with an updated Incident Report.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/17/2022
Type:Billing 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 Wednesday, July 13, 2022, I found the Kenmore BC7005 vacuum cleaner advertised for sale on Amazon. The listing stated $339.99. At *****pm, I clicked Buy Now to purchase immediately. Purchasing this way through Amazon.com then shows the customer only the Ship To, Payment, and Total information. There is no breakdown of costs and taxes displayed here so it is a bit unclear what the exact numbers are, so I assume all is good and clicked Place Your Order to complete the purchase. I went back to look at the item and noticed the advertised price was changed, now $363.88. I was surprised so I went to check My Orders to see the details and saw I had in fact been charged this higher price (and tax)! I immediately reached out to customer service. The first woman was rude and disconnected our chat after telling me to email screenshots. I did that and received a response it is not a working email address. I contacted the chat again and CS told me they received the images but they will transfer me to someone else. Then someone else. I spent TWO HOURS being told to wait and wait and wait. Then I was told someone will get back to me in ***** hours. On July 17, I reached out again since they had failed to contact me and failed to refund the difference in price. I was transferred between two people again then told Amazon does not do price adjustments. This is not a basic price adjustment request. This was a bait and switch maneuver. The product was advertised at $339.99. I checked out. In that brief moment of processing the transaction, the purchase price changed without notification to make me aware of a higher cost. I have made multiple extensive efforts to get help through customer service and they are unwilling and unable to resolve this issue.
Business Response
Date: 07/21/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about 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. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.
Customer Answer
Date: 07/21/2022

Complaint: 17580748

I am rejecting this response because:
The order number and all other information is clearly in the attached photo, but here it is again
Order # 111-5079372-9528204
Account email: ******************
Advertised selling price seen in photo $339.99
Price switched to $363.88 (+$22.74tx) mid-transaction without notice.

In case you need more info:
Address: ***************************************************** 02302
phone: ************
I hope I have providing everything you will need to see the error. Should you need anything else, let me know I can also provide screenshots of the numerous customer service conversations to show the great length of time I spent conversing with all the representatives in attempts to rectify this on my own prior to requesting assistance through the Better Business Bureau.

Sincerely,

***********************
Business Response
Date: 08/02/2022
Hello ***********************,

I'm ***** 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 BBB complaint and I'm sorry to learn about the discount issue that did not go through for your order.

Upon checking details internally, I found that the discount time window was about to end while you were about to place the order. However, I'd like to make one time exception to standard policy and offer you a credit for the price difference.

We'd request you to please confirm, how would you like us to issue the credit.

1. Amazon Promotional credit.
2. Amazon gift card.
3. To your original payment card

We look forward to hearing from you soon.

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

Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had replied to their email that I accept the difference in price credited back to my original payment card, which is on file in my Amazon account. They did not specify the dollar amount in their email. To specify, the price was supposed to be $339.99 (+$21.25 tax) but was charged $363.88 (+$22.74 tax).

Sincerely,

***********************
Initial Complaint
Date:07/17/2022
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 the following ring in *** and received the incorrect item. I returned it in May with several other items. All were returned together but Amazon sent me an email saying they don't have it. Customer service says there is nothing they can do until they receive it. Her name is Shasta. Amazon has sent two emails threatening to reverse the refund ****** 925 Sterling Silver Ring Cubic Zirconia Heart Cut Romantic Date Band Ring for Women
Business Response
Date: 07/20/2022
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 issue on the Order ID: *******************.

As per the return information we have, the ****** 925 Sterling Silver Ring was not returned and you were retro charged for the same amount.

I'm sorry, we'll not be able to take any action on it until the item is returned.

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: 07/20/2022

Complaint: 17580589

I am rejecting this response because:The ring was returned. I don't know why your system shows otherwise. I want this escalated. I am fighting for a refund of an item under $20. I spend over a thousand a month at Amazon. You are willing to lose me as a customer over $20. You keep saying until its returned. I returned it in May along with several other items in the same order. Please escalate this matter or I can go to the media. Thanks

Sincerely,

*************************
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.

Like informed in the previous email, the item was not returned and that is the reason refunded amount was retro charged.

I'm sorry, we'll not be able to take any action on it until the item is returned.
Regards,
Arun

Customer Answer
Date: 08/02/2022

Complaint: 17580589

I am rejecting this response because: I returned the item. Please escalate above Arun.

Sincerely,

*************************
Initial Complaint
Date:07/17/2022
Type:Delivery 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 July 12 2022 I purchased from Amazon ****** Flex 5i 13 Chromebook. I paid $248.05 for the item, which included "Lightning Deal" discount of $227.64. Amazon e-mailed me a confirmation, however the confirmation did not specify any delivery date, it said "We will email you when we have an estimated delivery date". However, when I checked Amazon website on 7/17/2022 it showed exactly the same item available. In fact 7 items were shown in stock with the delivery date between 7/21 to 7/25. Moreover, on the top of the screen listing this item there was the following message: "Last purchased Jul 12, 2022". It is however listed for ~$70 more expensive than it was on the date I had purchased it.I called Amazon customer service, pointed out that the item I had purchased was in fact available for shipment and requested to ship me this item. However, neither the first line customer service person, by name ***, nor her supervisor, by name *******, refused to ship the item. They explained that the item I had purchased was "from a different supplier/vendor". I argued that if this were the case, their website should have not indicate that I had purchased this item. Still they refused my request. ******* also refused to specify when the item I had purchase would ship.They way it is right now, I have neither received the item I purchased, nor do I have any commitment for a shipment date. Both, ******* and *** encouraged me to cancel my original order and order the item listed as available, but they refused to sell it for the same price I had purchased my original item. This is not acceptable to me: the price was the crucial factor that made me purchase the item.
Business Response
Date: 07/20/2022
Hello Sender,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We're sorry to know about the delay with the order #***-8777439-4843425.

Up on checking your order, I see that the item is sold and shipped by Amazon. However, it was not readily available with us and that is why the order was delayed in shipping. The stock you see on the website is sold and shipped by third party sellers.

I can now confirm that your order was shipped on July 18th with Amazon and will be delivered soon. You can view available tracking information from the order summary in Your Account:

https://www.amazon.com/gp/css/summary/edit.html?orderID=***-8777439-4843425

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

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 07/25/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you for your help

Sincerely,

Sender ********

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