Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

58,104 total complaints in the last 3 years.
21,730 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:06/19/2022
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 have placed the order #***-6557014-3122657 on Amazon.com and after one day I received the following e-mail from Amazon:We have detected unusual payment activity on your Amazon account. For your protection, we have placed your account on hold temporarily and placed any pending orders or subscriptions on hold as well.If we are unable to confirm your payment information within 72 hours, your pending orders will be canceled. Your account will remain on hold until we are able to confirm that you are the authorized owner of the payment method used in the recent transaction.Immediately, I went to Amazon.com and uploaded the billing statement of the card I used to place the order, which is an **************** Card which Im the only owner and financial responsible for it.Then I received the following e-mail:Thank you for your response. We have reviewed the information you provided but we were unable to verify your payment based on your response. Please sign in to your Amazon account again and follow on-screen instructions to verify your payment. We will review your information and respond within 24 hours.When uploading a supporting document, ensure that your name, address, payment type, and other relevant information are clearly visible. For your security, only display the final 4 digits of your payment method number.So, I uploaded again the same document which shows my name, address and all required information.I received then, the following e-mail:() we were unable to verify ownership of your **************** payment ending in 06 because document not valid. ()Then this:() we were unable to verify ownership of your card payment ending in **** because documents provided are unclear/illegible ()So, I dont know what else I can provide to Amazon, because Im providing the billing statement from the card I used to place the order, which shows exactly my name, my billing address, 4 last digits of the card
Business Response
Date: 06/21/2022
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 22 June, 2022.

Sincerely,

Amazon.com
Initial Complaint
Date:06/19/2022
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 everyone first let me say that I live on the second floor which has two elevators and I have been living at this address for 20 years my last 15 orders with Amazon has resulted in a refund. Amazon sends me a notification that they are one stop away and then an hour later they state that they can't deliver my package and I'm sitting home 5 to 6 days straight without a package. I have contacted Amazon through chat every time when they say that my package is in route five stops four stops and then the package never makes it to my door. There's an Amazon truck one city block from my home I asked them could I go to the truck and get my packages since they won't bring them. I have seen the Amazon guys leave crates and crates of packages in lobbies and walk away. Around the holidays I reported that because how can one get their package if you're leaving it in a lobby with over 200 apartments. I was told that a scale and a water flosser was delivered on June 4th when Amazon leaves a package they take a picture I'm sitting in the house I open up the door there is no package. Again I call Amazon the lady said she's going to reach out to them and get back to me that was 2 weeks ago. Amazon why are you canceling my packages why are you refunding my last 15 packages why are you refunding a jar of body scrub nobody could bring it to the door. I'm your customer I'm paying you for a ********************** service that you're not providing. I want my water flosser I want my scale. I paid for them they would never delivered and you never gave me a refund. I want all of the items that you refunded you even refunded an item yesterday and I'm sitting on the couch. Please come outside to ******************************************************** and ******** and watch how your employees empty out trucks and watch how they walk around all day and drop them in lobbies and walk away or better yet they just say they can't deliver them.
Business Response
Date: 07/23/2022
Hello,

I am *********************** from Amazon.com.

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

Thank you for contacting us about your ongoing delivery issues. We take this type of feedback seriously, which is why I've further escalated this matter.

With the help of the appropriate team, we were able to come up with a resolution. I'm pleased to let you know we have taken the actions to ensure your delivery returns and refunds have been resolved. Your input has been invaluable in this process, and we appreciate your time, effort, and patience.

In regard to your missing refunds, please note, we have processed the refunds for the following items:

Order ID: *******************
Cordless Water Flosser
Original Payment Method : $11.32

Order ID: *******************
Wireless Intelligent Digital Bathroom Scale
Original Payment Method : $21.78

If you need further assistance with this issue or with deliveries made by Amazon branded carriers, please don't hesitate to contact Amazon Customer Service.

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

Regards,

****************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:06/19/2022
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.
My wife and I pay for Amazon Prime (her account is billed but we use the household sharing feature to share the benefits. We constantly have an issue with late packages even though Amazon promises next day or two day shipping. I reached out to them on Sunday 6/12/22 and explains my frustration and told them I was thinking of cancelling so my stuff arrives at the same time as if I didnt have the prime memership.. The agent promised me a refund in the amount of $128.22 for multiple prime membership payments (I have provided a screenshot) and to expect it within 3-5 days. I was happy with this resolution. 7 days passed and no refund. I reached out again and was told I should never have been promised that and they wouldnt do it (screenshot provided as well). Im really disappointed and I feel lied to.
Business Response
Date: 06/21/2022
Hello Cody,

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

I am sorry to hear of the issues you faced with your shipping and have tried to research the issue on the accounts in your Prime Household. We apologize for any misunderstanding regarding the Prime refund but were not able to locate an account with these charges referred to.

We will not be able to issue any refunds at this time.

Amazon Prime is a membership program that offers many benefits, including FREE Two-Day shipping on millions of items, access to movies and TV shows, ad-free music, unlimited photo storage, and Kindle books. It is not just a free or a expedited shipping program. You can view a complete list of benefits here:
http://www.amazon.com/gp/help/customer/display.html?nodeId=*********

You can cancel your Amazon Prime membership and receive a refund of the membership fee if you or your registered guests haven't used the membership benefits. To cancel your membership, please visit the membership cancellation page to check eligibility and for options:
https://www.amazon.com/mc

I hope this works for you. 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: 06/22/2022

Complaint: 17448683

I am rejecting this response because: I was promised a refund and I provided screenshots of that. I definitely do pay the prime memebership and I would be happy to provide bank statements if needed. I just want them to honor what they told me they were going to do.

Sincerely,

***********************
Initial Complaint
Date:06/19/2022
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 ordered 6 collector booster boxes of modern horizons. When delivered they all came resealed. Someone has opened the boxes, taken the valuable cards from them and resealed them. Amazon told me they are not returnable but the listing states they are new boxes not used or resealed. I want a refund processed for all 6 boxes. Clearly this has been an issue as many people have complained about this same issue now that I've looked into it. I want a refund of the **** I was charged
Business Response
Date: 06/30/2022
Hello ******,

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

I see the concern you have shared with the "6x collector booster boxes of modern horizons" and have reviewed the notes on the order in detail. We will not be able to issue a refund on the order at this point in time.

The shipping notes show these were items shipped in sealed condition, out of the box, and the images shared did not evidence any damage. For more assistance on this issue, you would need to reach the manufacturer for help.

Since you have written to our Executive Customer Relations team on the issue, they are investigating in detail.

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:06/19/2022
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.
Dear Better Business Bureau, My Amazon seller account was mistakenly deactivated. My account was mistakenly identified as fraudulent and Amazon did not give me any adequate ways to reinstate my account. My business was destroyed and I am unable to recover it. I was mistakenly identified as business that operated on sanctioned territories (******* Peoples Republic). I tried to appeal this decision, but Amazon simply ignored my submission. My account was originally registered in ******* which is not occupied by ****** and is considered a territory under sanctions. I fled from ******* 8 years ago and never visited the occupied territories since. I changed my address in Amazon seller account. I have been living and doing business in **** for the last 8 years. Nevertheless, my account was identified as fraudulent now. My buyer account is also banned so I am unable even to log in to my Seller Central. Please help. I am desperate as Amazon business helped me to bring bread to the table for my family for last 8 years. But they decided to deactivate my account now and I do not see any ways to reach out to them. I ask Amazon managers to take a closer look at my account, my submission and documents I provided to them.
Business Response
Date: 07/01/2022
Greetings from Amazon.com,

Upon a deep investigation and research we have found that the account has been reinstated 6 days ago.

Now the account is at normal status without any type of restriction and the selling privileges have been re activated.

Best regards,
Initial Complaint
Date:06/19/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has been charging my card for the past several months for their prime membership even when that card is not even on my amazon account. We have reached out to amazon many times about this and they either tell us that they have no records of them charging us or that they can not help us since the card is not listed on our amazon accounts. It is being charged $16.23 every month even after many attempts to fix this with the merchant.
Business Response
Date: 06/21/2022
Hello ******,

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

I am sorry to hear of the unknown Prime charges on your statements and have reviewed your account in detail. I am afraid, the response provided earlier was correct, you would need to dispute the charges with your bank.

Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

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
Initial Complaint
Date:06/19/2022
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.
This is not a duplicate complaint/request as Amazon (or Amazon bots) has closed my buyer account again without any reason and I can no longer access my past orders which means I am losing time on returns. Who will compensate me for restricting my access to the returns? This is not acceptable. I have sent every information to them and their bot is just automatically rejecting **** am very upset about this situation. I have not done anything wrong on my buyer account, they just locked it. If you're going to lock it, it doesn't mean you can lock my access to the past orders because I have already paid for those orders in thousands of dollars.
Business Response
Date: 07/04/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 4 July, 2022 confirming account reinstatement.

Sincerely,

Pranathi
Amazon.com
Initial Complaint
Date:06/19/2022
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 ordered a window a/c unit on May 2 2022. It was delivered on May 6, 2022. When I received it, it was obvious it was used. It was dirty, some of the pieces on top were broken and it wasnt even in a box. It just had some plastic wrapped around the upper portion of the unit with a sticker with someone elses name on it. I started a refund request on May 9, 2022. They arranged for the unit to be picked up and it was picked up on May 16, 2022. The unit was purchased on a payment plan for five months. I was told I would receive a refund when they received the unit back. According to the information on my account , they have not received the unit back yet. I do not know who they used to pick up the unit. Ive talked to them about the refund, and they now told me I had to wait and pay for it in full before they would give me a refund. I told them that was not what I was originally told and I didnt agree with it. The **** card that was used to pay for was my fiancs card. In order to keep them from taking more money we canceled that card. They tried twice to run the payment and when it was declined they ran the payment on his other card that was saved on the account. They did not have permission to use that card. They now owe us back $162.24 for the original down payment and $124.80 for the second payment for a total of $287.04. We have used Amazon to purchase a lot of things we need and have never had any trouble returning anything until now. All we want is to just get back our payments they have received. My fiancs name is ***************************** and that was the name on the cards that were used for the payments.
Business Response
Date: 06/21/2022
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 payment and return package refund.

I've checked and see that the amount can't be reverted in splits and as you've returned the item, I've raised an escalation for the refund process on the order.

The appropriate team will take care of this issue.

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: 06/21/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate the fact that they are escalating the refund process. I do hope though that the claim will remain open until I actually receive the refund. Thank you.

Sincerely,

*********************
Customer Answer
Date: 06/26/2022
Hello,

After agreeing to the response from Amazon, I waited a few days and contacted them to get an update on my refund. There response has now changed. They are now stating that they wont process the refund until the item has been marked as received. The item was picked up on May 16, 2022 by whoever they arranged to do that. They knew that when they agreed to escalate the refund. It is not right to hold my money and to keep trying to take more because they have an issue with the company they used to have the unit returned. Would you please reopen this case and look into this again? I am including a copy of the response I received from them today.

Thank you.

From Amazon:

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, this return package has not been scanned at the returns center yet and we'll not be able to manually process the refund from our end.

I would request you to wait for the refund and if there was any other alternative, we would have surely got it done for you.

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

==========================

Information received date: 6/19/2022
Business Response
Date: 06/30/2022
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 apologize for the delay.

I've initiated the refund for this order to the original payment method which was used.

Refund will be credited within 3 to 5 business days.

Hope this helped.
Regards,
Arun
Initial Complaint
Date:06/19/2022
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 order hooks. They didnt not work as stated. I submitted a refund but accidentally marked replacement not refund. When I noticed this I called but Amazon said they couldnt change it. Upon getting the replacement I reached out to customer service and was told I would get the refund onto my gift card. I didnt. When I called today they denied the refund and had terrible customer service. It was only $15 and change but at this point if a large company does this too many people who just let it to go that is a big deal. I was told I would be refunded. I have it in writing and I was not.
Business Response
Date: 06/21/2022
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 refund issue.

I've checked and see that both the orders original and the replacement has been delivered at your address and we'll not be able to refund the amount in this case.

I'm sorry for the refund information provided earlier and you'll need to return both the items for a full refund.

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:06/19/2022
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 the Amazon card on 06/05/22 from City Market in **********, **.Try to use the Card and it said it was already used before I bought.I want a full refund of the $50.
Business Response
Date: 06/21/2022
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 gift card purchased.

I would like to inform you that we'll not be able to take any action in this case as its a store brought gift card.

You'll need to contact the place of purchase/store for further assistance in this case.

If there was any option from our end, 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: 06/21/2022

Complaint: 17448067

I am rejecting this response because:

Sincerely,

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

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