Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,721 total complaints in the last 3 years.
21,217 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:03/23/2024
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.
I am writing to express my profound frustration and disappointment regarding the constant issues I have been facing with my Amazon account. For the past few weeks, my account has been subjected to a seemingly endless cycle of holds, rendering it inaccessible until I provide certain documents, such as bank statements and proof of card ownership, despite having already submitted them multiple times.To say that this situation has been inconvenient would be a massive understatement. Not only has it disrupted my ability to access my account and make purchases, but it has also caused undue stress and wasted a significant amount of my time. What exacerbates this frustration even further is that this is not the first time I have encountered such issues with my account.In fact, my account has been put on hold and subsequently reinstated three times within the span of this month alone. To add insult to injury, I find myself in the ludicrous situation of my account being placed on hold for the fourth time, with two of these occurrences happening within a mere 24-hour period. This level of inconsistency and incompetence is unacceptable from a company as reputable and influential as Amazon.I have diligently provided all the requested documentation each time it was demanded, and yet I find myself stuck in this endless loop of account holds. It begs the question: what more do you require from me? Is there a fundamental flaw in your systems that perpetuates this cycle of inconvenience, or is there a more sinister reason behind these repeated disruptions?
Business Response
Date: 03/27/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 3/27/2024 confirming account reinstatement.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 03/27/2024

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:03/23/2024
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 am writing to file a formal complaint regarding the unjust closure of my Amazon account, which I have maintained for over 15 years. Despite being a loyal and longstanding customer of **********************, my account was abruptly terminated, and I have been unjustly banned from making any further accounts on Amazon.com.Throughout my 10+ years as an Amazon customer, I have consistently adhered to the company's policies and guidelines. I have never engaged in any activities that would violate Amazon's terms of service, such as fraudulent behavior, abuse of the review system, or any other form of misconduct. My account has always been in good standing, and I have never encountered any issues or warnings regarding my conduct.Therefore, I was shocked and deeply disappointed when my account was suddenly closed without warning or explanation. Despite reaching out to Amazon's customer support on multiple occasions, I have received only generic responses and no concrete reasoning behind the closure of my account.The abrupt termination of my account has not only deprived me of access to a platform that I have relied on for a wide range of products and services over the years but has also left me feeling frustrated and disillusioned with Amazon's lack of transparency and accountability.I kindly request that the Better Business Bureau intervene on my behalf to thoroughly investigate this matter and compel Amazon to provide a satisfactory resolution. I seek reinstatement of my account or, at the very least, a clear and detailed explanation for the actions taken against me after over 10 years of loyal patronage.Thank you for your attention to this matter. I trust that the Better Business Bureau will work diligently to address my concerns and ensure a fair and just resolution.
Business Response
Date: 03/23/2024
Hello,

I am Mahendra from Amazon.com.

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

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

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 ***********************/your-account).

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:03/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has closed my account after I just spent $1000 in less than a week due to their actions of stuff not arriving. Now Im out money and they shut down my account. Took out ebt money and my debit card!
Business Response
Date: 04/05/2024
Hello *****,

I'm Priyanka 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 to hear about both the trouble you've had with your refund, and your experience with our **************** team when you called in for assistance.

We're happy to investigate this further for you. However, we were unable to locate the order ID with the information that was provided. We request that you share the order ID by replying to this email, so that we may look into this for you.

We look forward to your response.
Initial Complaint
Date:03/22/2024
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 been doing business with amazon for a long time. Recently I made 2 purchases on my account on 3/13/24 and my account was put on hold. They required that I submit my billing information associated with the account. I sent them every piece of documentation that they asked for in order to reinstate my account. Pictures of my credit card, recent transactions, addresses and more. The first time I submitted those documents, my account was immediately reinstated. Shortly after that, they randomly sent another email putting my account on hold again and asking for the same information. So I submitted the exact same pictures and then my account was closed. I would like my account back. I attached several screenshots of emails from amazon stating my account status. It went from reinstated to closed within a day.
Business Response
Date: 03/28/2024
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 3/28.

Sincerely,
Amazon.com
Initial Complaint
Date:03/22/2024
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.
111-1486159-7584256 order number. I spent 16: hours watching the security camera to see 7 Amazon trucks drive by. I stayed up until 10 pm and it still said arriving today. I went in chat to get $20 promo code and was offered 5. ******* gave me 2 $10 codes for an order today that was $27. I spent $250 with Amazon and was told I would get $10 on promo . I got $3.10. then I was told I would get $10 on gift card. I never got it. I called back to find out still arriving today and was in a silent hold for 16 minutes. I called back and found out it was going to be delivered tomorrow. From the gold standard of above and beyond amazing customer service and investing in the customer. To getting washed out by ******* in one not so prime day. Where is my $10. When you are so cheap and unwilling to understand my upset, tired and frustration. I am left with the thought because it was a possibility. That today ******* has won the day. And that Amazon gold standard was unbeatable was a wrong conclusion.
Business Response
Date: 03/23/2024
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the order #***-1486159-7584256 regarding order delay.

I'm sorry for the delay in getting delivered. Based on order details, we can see the item delivered on Saturday, March 23, 2024.

As a token of apology our concern team issued $20 promotional credit to your account which you used on order #***-0987943-1206615 for placing 4 Amazon Basics Antibacterial Liquid Hand Soap Refill.

The promotional credits are applied to the order automatically which you can check form order details.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:03/22/2024
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 March 20th, 2024 I purchased "Western Digital 8TB Elements Desktop External Hard Drive, USB 3.0 external hard drive" along with "Plackers Micro Line Dental Floss Picks 150 ct". For a total of $179.56 Today, March 22nd, 2024 at 3:51 PM PT I received a call from my Amazon delivery driver at the verified Amazon Logistics phone number ************ with a male Amazon delivery driver confirming he was delivering my package to the front desk and needed my delivery code. I live on the 7th floor of a secure building. I gave the driver my code and he verbally explained he was handing the package over to my front office staff and that the staff was placing the package in the backroom storage, which is standard practice for the Resident Services staff at my apartment building. At 5:55pm PT I come to the office to claim my package and the office staff confirmed there was no such package present.I called Amazon **************** twice. The first female operative hung up on me. The second female operative took in my information and confirmed that the number that had called me at 3:51 pm PT was in fact an Amazon Delivery number, but claimed she could not provide any more information about the driver. Clearly, this driver broke protocol by soliciting my one time pass code over the phone instead of getting the code from office staff or from me in-person. The Amazon representatives refused to hold the delivery driver or their company accountable for the missing package, even though there is clearly an electronic trail of misconduct. I absolutely demand a replacement of my ordered items or a full refund at this juncture. I will require more than that to drop this claim if Amazon.com takes longer than 5pm PT on Monday March 25th, 2024 to replace or refund my items. Thank you.
Customer Answer
Date: 03/23/2024
Hello. My apartment's Resident Services office did locate my ordered products today. So, Amazon.com is not at fault for the missing package. That said, their customer service team was still incredibly rude to me and unwilling to place any burden of responsibility on the driver who asked for my code remotely over the phone. It was made clear to me by customer service that in the event that the driver had failed to deliver my package, customer service would not help me. So, I just wanted to note that. Thank you.
Initial Complaint
Date:03/22/2024
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.
Order# ***-6155443-0505831 Contacted Amazon on March 14 for a refund because 56 items under this order were not delivered due to damage. All tracking information is available under the order. Amazon agreed to issue a refund in 3 - 5 days. But we have not received anything after one week. Please help with the refund. Thank you!
Business Response
Date: 03/28/2024
Hello ****,

I am ***********;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 with the shipments in the order #***-6155443-0505831.

I've reviewed the details of the order and see that 53 items from the multiple shipments are scanned as returning to sender.

However, I see that a refund for 2 items totaling to $194 was processed back to your payment method on March 14, 2024. To help you with the refunds on the rest of the items, I've got the details reviewed by our internal team.

They are able to process the refund of total of $2425 for 25 of the items. We have a remaining 26 items to refund. Due to system limitations with a bulk order, we will have to process this refund differently. We have 2 options to help you here.

1) We can issue a Gift Card for the remaining $2,522.
2) We can issue a special case refund back to the original payment method. This will not reflect on the account as it will not be associated with a specific order.

I request you to kindly reply back to this email with your preferred option for further assistance.

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 03/28/2024
We would choose Option 2. Hope to receive the refund soon. Thank you!
Business Response
Date: 03/29/2024
Hello ****,

Thank you for your response!

In continuation to our correspondence, I see our internal team was able to process refund of total of $4,268 for 44 of the items which is excluding the 2 items refunded on March 14.

Hence, a total refund on 46 items out of 53 items were processed, leaving 7 more items to be refunded.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

To help you with the refunds on these, I've submitted the refund request to them for processing.

I'll be following up with them and as soon as they process the refund for $679 (i.e., 7 items x $97), I'll send you an email confirmation on the same.

Thank you as you stay patient while we process the request.
Regards,

****** K
Amazon.com
*****************************
Business Response
Date: 04/02/2024
Hello ****,

I'm writing this email as a follow up on your complaint.

We have successfully processed the refund for $679 to your payment method as mentioned in our previous correspondence.

once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

I hope this helps. Have a great rest of the day!

Customer Answer
Date: 04/04/2024

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:03/22/2024
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 ordered a pair of headphones. Order# ***-0908139-8707454 I have been a customer of ********************** for over 6 years and spent over $175,000 with them. I return them because they wouldn't connect to my daughters phone. they received them over two weeks ago back according to the tracking. Now they are wanting my ID to refund, it needs to be refunded ASAP and i will not upload my ID as I am not wanting to be victimized of ID theft. They didn't ask for my ID until i inquired tonight about why I still am waiting for a refund. this is horrible service.
Business Response
Date: 03/24/2024
Hello *****,

I am ****** 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 with the return refund process on the order #***-0908139-8707454.

I've reviewed the details of the order and it appears that our return center did not process the item in which the return was created for.

Since an incorrect item was returned, we've disposed of the item received and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

The return window for Apple AirPods ******************Ear Headphones - Green expired on March 23, 2024. At this time, we're no longer able to accept the return of the correct item. Please see the following Help page for more information about returns and refunds:

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

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please email to us at **************************** with the issue with your return. The specialist team will respond as soon as they receive your request.

Thank you for your understanding. Have a great rest of the day!

Regards,
****** K
Amazon.com
Initial Complaint
Date:03/22/2024
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 refuses to refund and locked my account when they sent me a wrong item. I contacted customer service 10 times but they all the same thing. I wasted my money for an item I did not buy. They also promised to refund me before but they never did.
Business Response
Date: 04/02/2024
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the order #***-4263363-5332234 regarding refund for the item.

Based on investigation, our team sent you an email on Sunday, March 24, 2024.

I request you to go through that email to get complete information. You can appeal the decision via email you received to get further investigation.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:03/22/2024
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.
Amazon block my ability to review and communicate with sellers on my account. I can`t even ask questions before I purchase an item. They refuse to give me proof of my so called unusual reviewing activity and they blocked access to see my old reviews so I could provide proof from the evidence that they are hording. I`ve asked several times through email and phone for this proof or at least a more detailed explanation. I canceled my prime membership because of this, but I can`t close this account because I bought books on it and I can`t create a new account because apparently that is against their policy. Plus I can`t transfer my books to the new account. This happened a couple years ago and I tried everything and am just stuck and they`re still blocking my access. A friend of mine said I could contact the BBB and they may be able to help, amazon may actually listen to them instead of just brushing them off like they did me. Can something be done about this? I feel like its so unjust.
Business Response
Date: 03/24/2024
Hello,
We previously sent you an email explaining that we detected unusual product review or product rating activity associated with your account that violated our guidelines. As a result, we removed some of the reviews or ratings youve left in the past and restricted your account's ability to contribute reviews, ratings, customer questions and answers, and other Community-related content. After thoroughly reviewing the recent information you provided, we have decided not to restore this account's ability to contribute to community content at this time.
Why is this happening?
Customer reviews, ratings, and votes are meant to help customers make informed purchase decisions through unbiased product feedback. Product reviews, ratings, and votes that violate our Community Guidelines and our Customer Product Review policies are not allowed.
This account can no longer contribute content for the following reasons :
-- Reviews, ratings, and votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.
-- The account requested free or discounted products in exchange for reviews and ratings.
-- The account was created for the primary purpose of writing reviews and ratings that violate our policies.
We are here to help.
If you believe this action was taken in error, or if you have additional information you would like us to consider, respond to this email or contact us at ***************************************.
To learn more about this policy, refer to the following resources:
-- "Community Guidelines":*****************************************************************************
-- "Anti-Manipulation Policy for Customer Reviews":*****************************************************************************
-- "About Promotional Content": ***********************************************************************************
Amazon Review Moderation team

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