Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  PO Box 81226 Seattle, WA 98108-1226

  
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  Amazon.com

  PO Box 81226 Seattle, WA 98108-1300

  
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  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

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  Amazon.com

  560 Merrimac Ave Middletown, DE 19709-4652

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:06/18/2022

  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.

  We pay to have no advertisements on our three Kindle Paperwhite devices, two of which are used by our minor children. On the Home Screen of all of the devices, we receive "recommendations" from the Kindle store for books that we do not own, which if clicked on would link to the store. These are ads, which we pay not to receive. And many of these ads on our two minor children's devices are for inappropriate and sexualized material. Amazon.com should not be pushing inappropriate and sexualized material to minor children, and especially not when I pay specifically not to receive ads.

  Business Response

  Date: 06/28/2022

  Hello,

  We'd appreciate if you can provide us the Device Serial Number (DSN) of the device that is showing recommendations. We'd request you to follow the next steps from the device that's showing adds or recommendations:

  1. From anywhere, swipe down from the top and select All Settings.
  2. Go to Device Options and select Device Info.
  

  Thanks.

  Customer Answer

  Date: 06/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: There are three devices with serial numbers: ****************, ****************, and ****************, two of which are utilized by minor children.  I have followed all directions regarding attempting to stop these "recommendations" or advertisements through the settings and it is not possible.  The inappropriate and sexualized advertisements or "recommendations" continue to show up on the Home Screen every time my children or I turn on the devices 

  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 08/05/2022

  Hello,
  
  On the home screen of your Kindle, recommendations from the Kindle Store display below your content. These recommendations only appear on the home screen and aren’t related to the personalized ads you've paid to not have on these devices. However, they can be recommended from titles you've read or viewed in the Kindle store, and they can't be disabled. I understand that your children currently have their own profiles, but the "profile" option here doesn't have the capability to restrict these recommendations without having the optional Kids mode enabled.
  
  
  The only way to ensure that your children don't see recommendations such as these, would be to enable Amazon Kids on their devices. During the setup of Amazon Kids, you'll select the Child profiles and parental settings that you want enforced. They won't need to create new profiles, you'll just enable the Kids mode on each profile for the future. Once setup is complete, the device would then recognize "Kids mode" vs. "regular mode," and the children would no longer see these recommendations as long as their profiles are the ones being used.
  
  
  I realize that in a previous chat you mentioned you didn't want to do this because Amazon Kids doesn't have all the books your children like to read. With Amazon Kids, they'll only be able to see the books that you've purchased and allow-listed via the Parent Dashboard (parents.amazon.com) in your account. In the Parent Dashboard, you can add any books that you've downloaded and/or purchased that you want them to be able to read. When using Amazon Kids, you'll have to set up a parental PIN, and then click on the Amazon Kids option from the menu and selecting that child's profile. If the device is already in a kid profile, there will be a "lock" icon in the top left corner of the screen. I do want to note, that if you don't want to risk the children seeing these Kindle Store recommendations while using the device, they should not know the PIN. If they know it or guess it, they could exit out of Amazon Kids and will see any recommendations in the normal view. I've included a link below that includes details about Amazon Kids if you'd like to read more first:
  
  
  https://www.amazon.com/gp/help/customer/display.html?ref_=hp_bc_nav&nodeId=GLV572UBSN86457P
  
  
  Finally, as a gesture of goodwill, I've also added a $50 gift card to your Amazon.com account. This is available instantly, and will automatically apply to your next order unless you choose otherwise. You can view your gift card balance and activity anytime from below:
  
  
  ***********************************************************

  Customer Answer

  Date: 08/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  There are two issues here.  First Amazon sending sexually explicit material to minors!  Amazon is aware that these devices are registered to minors, and are sending this material to them anyways.  They state that I am required to place the Kindles in “Amazon Kids” mode in order to keep my children from viewing the sexually explicit material that they will continue to send.  This is not acceptable!  Even if my son was 16 years old and not 11, Amazon sending him sexually explicit material would be inappropriate.  Their solution is that he must use the Amazon Kids until he is over 18, which requires alot more extra work on my part and sometimes does not work well.  [To place a book on Amazon Kids, I have to first download the book, as usual to his device, then go into the content and add it to his library, then go into his Kindle, take it out of Amazon Kids to download on his device (so he cannot use his Kindle because then he'd see the inappropriate ads Amazon pushed), and then go back into Amazon Kids to download the book in that mode.]  But Amazon is stating that we have to take that extra step because Amazon insists on sending sexually explicit material to minors, despite the devices being registered to minors.  I'm not sure how this is appropriate or legal for Amazon to do.
  
  Second, as to the "personalized" ads that we have paid to remove.  How is this any different?  These ads are personalized, as they are based on prior books read or viewed in the Kindle store.  And, despite calling them 'recommendations', they are ads in every sense of the word.  They are based on content from a store, they link the user to a store, and they are placed on my device to encourage me (recommend to me) books to buy from your store.  Amazon has been unable to explain to me how these are not advertisements in the strictest definition of that word.  So, if we have paid to avoid "personalized ads", and as I detailed above these are the very picture of "personalized ads", how is Amazon not in violation of what we paid for?
  
  This lying that Amazon is doing by selling a way to remove "personalized ads" and then forcing us to view "personalized ads" but just giving those "personalized ads" a fake name, needs to stop.  And Amazon cannot be allowed to disseminate sexually explicit images in the form of book covers and titles to minor children under any circumstances, which Amazon knew it was doing when I inputted my children's birthdates in registering their devices, and when I informed Amazon that they were doing, and yet to this day inappropriate images continue to be shown when I have taken their devices out of Amazon Kids to load new books onto their devices (which they now cannot be allowed to do on their own devices because of the material Amazon is attempting to expose them to).

   

  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/18/2022

  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.

  Hello,In 2020, Amazon shut down my Amazon account. Within that Amazon account, there was about $2,000 of pending orders and gift card balance that was also lost with the account. I also had an Amazon Seller account that Amazon would NOT close after attempting to close it down. Because of my consumer account being closed, I was not able to access my seller account to shut it down. I tried contacting Amazon two times I believe, and both times they failed to shut down the account and I am still to this day paying the amazon seller fees. I am way more concerned about getting a refund for my gift cards and orders that they canceled and will not pay me back for. The reason for the account closing is because of "violating the gift card terms of service". I tried to send them receipts, basically anything they asked for and they still would not re-open the account or reach out to me. I spent dozens and dozens of hours just simply trying to get on the phone with people at Amazon and it always just lead to a dead end. I was a prime user for TEN YEARS, never did anything suspicious, I believe they suspected that I was doing something called "Dropshipping" which is not the case at all. I will attach the email I received stating my account was closed, and the email my account was under was *********************** If any other documentation is needed please let me know.Side note: I am submitting this 2 years later because I never knew BBB did these types of things. Definitely is much appreciated as like I said, I spent hours trying to call Amazon and plead my case but they never really cared and didn't consider anything I would tell them, definitely felt hopeless against the massive company.

  Business Response

  Date: 07/04/2022

  Hello,
  We have reviewed the customers buyer account and require more information to complete our review.
  We have requested the necessary information from the customer via email. We sent this request to their registered email address on 4/7/2022.
  Sincerely,
  Amazon.com

• Initial Complaint

  Date:06/18/2022

  Type:Product 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 6/17/2022 i used my debit card to put 400$ on my gift card through amazon.com i got a email at 2:20pm saying the money will be there in 5 mins or so. at 2:30pm i got a email saying there was unusual suspicious activity and were putting the acct on hold. i called verified it was me. gave them all info purchase number, last 4 of card used, my name address and time of purchase. they said they would reopen my acct. instead at 9:32pm 6/17 i got a email saying they closed my acct. i've called 6 or 7 times to be told the same thing that my acct is closed they're sending it to the acct specialist and to wait on email. only to get the same email acct closed. on 6/18/2022 they told me to open a new acct. i had 66$ on my gift card at this time that they say they cant refund and i just payed my prime membership and amazon music membership that they say they cant refund or transfer. i want my refunds for my memberships and my gift card or them to reopen my acct. i also have a ***** on my acct and they said i cant transfer her to a new acct either. what am i supposed to do buy a new 100$ ***** and forget about the ******************* on my acct. just because their computer flagged me for making a purchase with my money. i still have all emails they sent me and a photo of my gift card balance before this prob. i want them to reopen my acct and to credit me for the days on my memberships that i was unable to use. and i want a full apology.

  Business Response

  Date: 06/21/2022

  Hello,
  
  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/22/2022 confirming account reinstatement.
  
  Sincerely,
  
  Amazon.com

  Customer Answer

  Date: 06/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/18/2022

  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 received a message about a charge on my Amazon account and I called them because I didn't place the order. The person I was talking to was helping me (or so I thought) and had me place 4 fake orders that would be canceled but they weren't and when I questioned it they hung up on me!

  Business Response

  Date: 06/21/2022

  Hello,
  
  We have reviewed the customer’s buyer account and cleared the unauthorized activity from the account.
  
  We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 21 June, 2022.
  
  For more information on our privacy policy, the customer can search for “Privacy Notice” on the Amazon shopping website.
  
  Sincerely,
  
  Amazon.com

  Customer Answer

  Date: 06/21/2022

  They cleared it from my order history but I have NOT received my money back! There was 3 $75.00 charges for a Playstation card...and the original charge that I was calling about was $64.88!
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/04/2022

  Hello Ron *****,
  
  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, the only option for the refund is to dispute the charge with the bank as the orders were unauthorized. 
  
  Please contact the bank for further assistance regarding the charge dispute.
  
  Regards,
  Arun
  
  Amazon.com
  http://www.amazon.com

  Customer Answer

  Date: 07/08/2022

  I have been trying to dispute the charges with the bank but they will not follow through and call Amazon. Also I have NO PIN CODES for these 3 $75 Playstation cards...so how is that not a scam?
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/18/2022

  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.

  Order Placed: May 26, 2022.Amazon.com order number: 113-7846201-7821843.Item was: Mold Armor E-Z House Wash 64 fl. oz. Jug - 2 Pack.When I received the items, the box was wet and the items were damaged.I have had this happen before, but this is one of the worst. Do not know how Amazon would allow things like this to happen.

  Business Response

  Date: 06/20/2022

  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 issue with your damaged delivery and have reviewed the issue in detail. We regret the inconvenience caused and have passed on your feedback to the seller. 
  
  We have asked the seller to investigate the issue and you should hear from the seller within the next 3 days. We have also requested a prepaid return label on your behalf, you would see the detail on your order details page. 
  
  I hope this helps. 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