Amazon

Amazon started as an online bookstore in Jeff Bezos's garage in 1994 and has since grown into one of the largest companies in the world. Today it sells just about everything — consumer goods, cloud computing through AWS, streaming through Prime Video, smart home devices through Alexa and Ring, and grocery retail through Whole Foods. Andy Jassy has run the company since 2021. In recent years the company has drawn consistent complaints about lost returns, delayed refunds, and disputes involving third-party sellers.

Telephone
Main : (888) 280-4331
Email
Mailing address
410 Terry Ave. N
Seattle, WA 98109
Website
amazon.com

What you need to know about Amazon

Amazon's customer service can be hit or miss. It used to be that you could email Jeff Bezos directly and someone would actually respond. That's largely not the case anymore, and some issues have become genuinely recurring — problems with product returns, incomplete refunds (repeatedly), and refunds sent to the wrong card. We're watching it closely.

We resolved a case where Amazon tried to keep a customer's money after UPS lost the return. In another, Amazon lost a return and left the customer with the bill. A customer whose steam mop broke found that Amazon wouldn't honor the warranty and charged a restocking fee on top of it. Amazon promised a price match three times, then refused to follow through. After one customer returned the wrong order that Amazon sent, Amazon refused to refund him. Amazon promised a replacement Christmas tree and never delivered. And one customer found that two-factor authentication stopped working after getting a new phone. Amazon verification kept failing for a customer who tried to return a VCR.

How to resolve a problem with Amazon

Try self-service first

Use our proven resolution methods, or Amazon’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does Amazon respond?

Phone support
Available 24/7. Amazon's phone support works through a callback system rather than a hold queue — you request a call through the contact us page and someone calls you back, usually within a few minutes. It's available around the clock. Call (888) 280-4331.
Live chat
Chat is available 24/7 through the contact us page. You'll usually get a response within a few minutes.
Email support
Amazon tries to respond to email within 24 hours, though it can take longer depending on the issue.  Email cs-escalations@amazon.com.
Social media
Amazon is active on Facebook, X, Instagram, TikTok, LinkedIn, and YouTube. Response times vary — straightforward questions can get answered within a few hours, while anything complex may take a day or two. Here's how to reach Amazon via social media.
FAQ / Help center
Amazon's help center covers orders, returns, refunds, account management, Prime, and devices — Amazon Customer Service.
Verified contacts

Amazon customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Doug Herrington
Chief Executive Officer, Worldwide Amazon Stores
President and CEO
Andy Jassy
CEO

Amazon customer service policies

Amazon's privacy notice was last updated December 31, 2025. It covers how Amazon and its affiliates collect and use your personal information, name, address, payment details, browsing history, and device data, across its sites, apps, stores, and devices. Amazon says it doesn't sell your personal information, though it may share it with service providers or hand it over when legally required. If you're in California or certain other states, you've got additional rights under state privacy laws.

Amazon loyalty program

Amazon doesn't have a traditional points-based loyalty program. Amazon Prime costs $14.99 a month or $139 a year and gets you free two-day and same-day delivery on eligible items, plus access to Prime Video, Prime Music, Prime Reading, and Amazon Photos. If you haven't used any Prime benefits in your current billing period, you can get a full refund when you cancel. If you carry the Amazon Prime Visa or Amazon Visa, you'll earn reward points you can put toward purchases through the Shop with Points program at checkout.

Frequently asked questions about Amazon

This is one of the largest consumer protection enforcement actions in U.S. retail history, entered by court order September 25, 2025. The claims process opened January 5, 2026, and is actively running. Eligible customers can receive up to $51. The settlement site is subscriptionmembershipsettlement.com and the FTC refunds page is ftc.gov/enforcement/refunds/amazon-refunds.
Email ecr-replies@amazon.com. This is the email address of Amazon's executive customer relations department.
Yes, (888) 280-4331 is Amazon’s official customer service phone number.
Yes, Amazon’s customer service operates 24/7. Call (888) 280-4331.
Amazon’s headquarters is located at 410 Terry Ave. N, Seattle, WA 98109.

Yes, with conditions. If you cancel and haven't used any Prime benefits in your current billing period, you'll get a full refund within three to five business days.

There's also a separate situation worth knowing about. If you signed up for Prime between June 23, 2019, and June 23, 2025, you may be entitled to money back under a $2.5 billion FTC settlement. The FTC found that Amazon enrolled people in Prime without their clear consent and made it intentionally hard to cancel. Eligible customers could receive up to $51. A lot of people got automatic payments in late 2025 — if you didn't, you can file a claim at subscriptionmembershipsettlement.com. Notices went out by email and postcard in early 2026, and you have 180 days from your notice date to file. Amazon didn't admit wrongdoing.

To cancel Prime at any time, go to amazon.com/primecentral.

To address refund-related issues, visit the Amazon customer service site for live chat or call Amazon directly at (888) 280-4331.
Call Amazon at (888) 280-4331 or use the chat feature on the Amazon customer service site.
Log in to your Amazon account and go to “your orders.” Click on the order you want to track to see its status and tracking information.
Log into your account on the website or the app, go to “your orders,” select the item you wish to return, and follow the instructions for the return process. You’ll receive a return label and instructions on how to send the item back.
Go to “your account” and select “payment options.” From there, you can add or edit payment methods.
Amazon owns several companies across various industries, including:
  • Whole Foods Market
  • Zappos
  • Audible
  • Twitch
  • IMDb
  • Ring
  • PillPack
  • Amazon Web Services (AWS) (its own cloud computing platform)
  • GoodReads
Amazon is based in Seattle, Wash.
Amazon is a publicly traded company. Major institutional shareholders include investment firms such as Vanguard Group and BlackRock. Jeff Bezos, the founder, also holds a significant ownership stake.
Amazon was founded by Jeff Bezos in 1994.
Amazon is a global e-commerce and technology company that offers a wide range of products and services. It began as an online bookstore and has expanded into areas including retail, cloud computing (Amazon Web Services), streaming services (Amazon Prime Video), artificial intelligence, and logistics.
Visit the your orders section. Find the order you want to modify. Once an order has shipped, you can't cancel it directly. Wait for it to arrive and then initiate a return.
Track your package: Check the status of your order on the your orders page to see if it has been marked as delivered. Missing package: If your package shows as delivered but you haven’t received it: Check with neighbors or family members. Contact the carrier (e.g., UPS, FedEx, USPS) to see if it has additional information. Report the issue to Amazon by going to the contact us page to request a replacement or refund.
Go to your orders and select the order you have an issue with. Click on “problem with order” or “contact seller.” Choose the appropriate issue and request a refund, return, or other solutions. If the seller is unresponsive or unable to resolve the issue, you can escalate the matter to Amazon for further assistance.

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