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

58,071 total complaints in the last 3 years.
21,725 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:01/16/2025
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.
To summarize my complaint:1)The air conditioner purchased on Amazon platform through a third-party seller is defective, see Attachment 2.2)Amazon **************** Desk approved the return request and instructed MRO to take back the unit and refund the customer, see Attachment 3 and ******* The Next Day refused Amazon **************** instructions for the unit return and insisted that once the unit is installed it cannot be returned for refund or replacement, see Attachment 5.4)Amazons A-to-Z Guarantee policy has a pre-requisite that if a customer makes a claim through his bank (Discover) then he is not eligible for compensation by the guarantee, see Attachment 6.5)The manufacturer of the unit (*******) refused to work with individual customers for warranty or repair. So, for any post sale warrantee or repair work the consumer must hire a contractor to restore the unit.6)3), 4), and 5) policies were not made clear at the time of purchase and thus is hidden from Amazon customers.7)This complaint pleads for ********************* help to elevate the unfair business practice to Amazon management.See attachment for full complaint letter and 7 attachments.
Business Response
Date: 02/10/2025
Hello,

We have denied the customers request for a refund of USD ******* on order 114-0776070-9030648 as customer failed to return the item within the prescribed return period. To ***** a refund customer has to return the item purchased in the same condition as it was when delivered, within the return period.
Also, it is clearly mentioned in the product description page about the warranty being fulfilled by the manufacturer. Kindly request customer to reach out to the manufacturer to claim their warranty.

Customer raised a chargeback dispute on this order with their card issuer and the dispute is settled in Amazon's favor by their card issuer after thorough investigation.
Kindly request customer to reach out to their card issuer for more information with regards to this refund.

Sincerely,
******
Amazon.com
Customer Answer
Date: 02/15/2025

Complaint: 22819647

Dear *****,
I have reviewed Amazons response to my complaint(ID22819647). I dispute their arguments for denial of refund (return) as detailed below.
I reported the defective AC unit to Amazon the same day (July 18, 2024) a licensed contractor installed the unit and found it defective, I contacted Amazon **************** about the issue and requested to return the product, see Amazon Service instruction to the seller in the same day below:
Dear Amazon Seller, This is Amazons **************** team. A customer reached out to us with some questions about a purchase they made from you. Heres a description of the issue: Product: B07N4CBZ8N Order number: 114-0776070-9030648 Return requested: No Reason for contact: He wants to return the item because he already installed how ever its not working, deffective item. And also, the item is too heavy so he cannot return this item back via drop off, hes requesting for it to be pick up because its too heavy. Please respond to this request within 48 hours. Thanks, Amazon Customer Service (Jul 19, ********* PM)

Please note this customer could not take the unit to a normal shipper like ***** or *** since it was delivered to my address by a special transportation company SAIA when I was not home. The unit is heavy and requires a forklift to move around. Thats why in the instruction Amazon **************** instructed the seller to issue an order to pick up the item. I have been waiting for the seller to provide instructions to return it until this day, see the last communication between Amazon **************** and the seller below at this customers request:
Dear ********************** Seller, This is Amazons **************** team. A customer reached out to us with some questions about a purchase they made from you. Heres a description of the issue: Product: B07N4CBZ8N Order number: 114-0776070-9030648 Return requested: No Reason for contact: Customer has received a damaged item and customer wants return label information to return the item. Please help the customer by providing a proper return label as soon as possible. Please respond to this request within 48 hours. Thanks, Amazon **************** (Jan 15, ********* AM)
Its obvious that this customer has been wanting to return the item since day one but lacked the means of returning it, and the seller did not provide any help or instruction for returning the item after the initial defective product report (July 18, 2024) and through dozens of communications with the customer over 7 months, see previous Attachment 5 (Communications between me and MRO The Next Day).
As to the second reason of denial, this customer filled out a ?250 item technical data sheet as requested by the seller. I also contacted the original manufacturer (*******) for technical support, but ******* refused to work with me since I am not a licensed contractor.
Regarding the third reason for the denial, this customer did raise the chargeback dispute on this order with the Discover Card, but Discover denied the refund based on considerations of financial transactions not the return policy of defective products. Discover stated to me that they are only concerned with the legitimacy of financial transactions, and defective product return is not in their jurisdiction and that shall be Amazons consideration.
I have been with Amazon for many years, and this is the first dispute regarding a defective product. I hold a belief that it has a policy that guarantees that a customer has a right to return a defective product that does not work in the first place. As to the argument by the seller that if a customer installed a defective product, then it cannot be returned. This argument makes no sense. How did a customer know if the product is defective until he hires a licensed contractor to install it, and the contractor finds its defective?
Best regards,

Shihong Song
Initial Complaint
Date:01/16/2025
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.
Dear Better Business Bureau, The fact that Amazon is applying a law they do not know is killing my business. I would like to file a formal complaint against them. Details of the complaint: Amazons system incorrectly flagged my offer for ASIN B0CZ8DFW3Z as a restricted product, resulting in the suspension of my entire account. This action has paralyzed my income for over half a year due to an erroneous product suspension. I provided all the ***** approval certifications to Amazons support teams, and they ignored the evidence submitted. It is concerning that Amazon enforcement teams do not understand documentation from the regulatory body overseeing this law (FIFRA). On 11/21/2024, I submitted an appeal with all the required documentation to reinstate my listing and account, but once again, it was all ignored. A second review of this appeal submission, with a proper understanding of FIFRA, would easily rectify Amazons mistake.Resolution desired:I have helped provide all the Government-approved documents. Please help me reinstate my product and account. Thank you,BIRONG MI Phone number: ************** Merchant Token: A2LJLUSEZOD3DM Zip Code: *****
Business Response
Date: 01/28/2025
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We took these actions because the seller was in violation of our Pesticides Claims policy.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges and placed a hold on any funds in their seller account on June 1, ******* notified the seller of this decision by email on that day.

The seller can see balance and settlement information in the Payments section of Seller Central. If they have questions about funds, they can send an email to *********************************************************************

Sincerely,

Seller Performance Team
************************************
Initial Complaint
Date:01/14/2025
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 an item from Amazon (facemasks), and the item was not packed properly so it arrived damaged. Amazon should have shipped it in a box, but shipped it in an envelope. I contacted Amazon to ask for a refund or replacement, but Amazon has refused to do either even though I sent them pictures of the damaged product. It is unacceptable for Amazon to not properly ship an item which caused it to get damaged in shipping and then refuse to refund a customer. I was further inconvenienced by having to send pictures and call Amazon multiple times to try and get this resolved. Amazon's customer service is by far the worst I have ever experienced with ANY company.
Business Response
Date: 01/15/2025
Hello ******,

I'm Praveen 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 bringing your concerns to our attention regarding the damaged facemasks you received due to improper packaging. We sincerely apologize for the inconvenience this has caused you and the frustration you experienced while trying to resolve this issue.

I want to confirm that we have issued a gift card for $12.66 to your Amazon account. This amount should be available for use on your next purchase. We hope this helps to address the problem with your order.

We appreciate the time you took to provide detailed feedback about your experience, including the packaging issues and your interactions with our customer service team. Please know that we take your comments very seriously, and they have been forwarded to our relevant departments for review and improvement of our processes.

We strive to provide the best possible service to our customers, and it's clear we fell short in this instance. Your feedback is invaluable in helping us identify areas where we need to improve.

If you have any further questions or concerns, please don't hesitate to contact us. We appreciate your patience and your loyalty as an Amazon customer.

Thank you for your understanding.

Best regards,
Praveen M
Amazon.com
Initial Complaint
Date:01/14/2025
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 am filing a complaint regarding an issue with my Amazon account ******************** which was recently deactivated without clear justification. The account contains a substantial amount of gift card credit, derived from legitimate refunds for undelivered orders, and I am unable to access these funds.Background:I recently moved to ***************** in August 2024. Before this, as an international buyer based in *****, I frequently used Amazons U.S. store to purchase items for resale in my local shop. Following Amazons guidance, I requested refunds for undelivered items, which were credited as gift cards. Despite complying with Amazons refund process, my account was unexpectedly deactivated with thousands of dollars of credits.Attempts to Resolve:I have contacted Amazon's Buyer Account Appeals Team twice (emails sent on December 6, 2024, and January 11, 2025) to request a thorough review of my case. I explained my compliance with Amazons Conditions of Use and outlined steps to ensure future adherence to their policies. However, I have received no resolution or clear explanation for the account deactivation.Concerns:The deactivation has caused significant inconvenience and financial loss.Amazon has provided no specific details regarding alleged ************* valid gift card credits, amounting to thousands of dollars, remain inaccessible.Resolution Sought:I am seeking the reinstatement of my Amazon account or, at minimum, the release of my gift card credit. I also request a detailed explanation of any alleged policy violations to clarify and resolve this matter.I trust the BBB will assist in mediating this issue to reach a fair and prompt resolution.Thank you for your time and attention.Sincerely,***** ****** ***************** ************ Rukie Sekine ***************** ************
Business Response
Date: 02/07/2025
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 1/3/2025.
Sincerely,
Amazon.com
Customer Answer
Date: 02/11/2025

Complaint: 22808914

Dear Amazon Customer Service,

Your response is unacceptable. You are essentially stating that Amazon can terminate accounts, seize funds, and refuse to provide any explanation. This is not how a legal business should operate.

How can Amazon justify keeping my account balance without providing any reason or due process? This is a clear violation of consumer rights. Customers have the right to know why their accounts are closed and why their money is being withheld.

I demand a clear and detailed explanation of what "violations" you claim occurred and the immediate release of my rightful funds. If this is not resolved, I will take further action to hold Amazon accountable.

Sincerely,

***** ******
Rukie Sekine
Initial Complaint
Date:01/12/2025
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.
I purchased a item too to be exact for the total amount of ***** this delivery was supposed to make it to My Home January 7 when January 7 came I had no package no delivery I went online it said delay will email one shipped couple days past still no package so eventually, I end up chatting with a representative from the company they told me that it was showing that it wasnt delayed and that I was gonna receive a email within 24 hours regarding shipment information **************************************************************************************************************************************************************** once shipped a new representative spoke with him stated the same thing that I will receive an email within the next 24 hours with my shipment information and that I could not cancel the order and that he will also put a five dollar promotional credit on my account again 24 hours came and gone no email about my package, so then, as I was making my way to a library to pick up some school supplies and documents and find out that there are now two pending transactions on my account for the same package which made me have a panic attack due to not being able to purchase the items that I need. And once again, I have no package and now the shipment is stating that it will not be delivered to January 2. I contacted customer service again. The young lady I spoke with stated that she was going to refund me for both of the transactions that showed up on my account and she was going to give me a $30 promotional credit due to my inconvenience. Something told me to doublecheck to make sure that the promotional credit was added, and I did not see it so I contacted customer service again spoke with a representative and a supervisor this time and theyre both saying one of the transactions is just a authorization and that will fall off however, neither one of them say anything about the refund that was supposed to be applied I did receive my promotional credit.
Business Response
Date: 01/14/2025
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 regarding the pending charges that you see on the statement.

I apologize for the inconvenience.

Unfortunately, I'm unable to determine the order number or the account they are referring to.

We request them to share the order number or the account details with us so that we can review the issue and assist them further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Best regards,
Arun

Amazon.com
Customer Answer
Date: 01/14/2025
Here is the order number that was requested it was already in the documents. I have it circled

114-0658892-7382668
Business Response
Date: 01/15/2025
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.

Thank you for bringing this matter to our attention.

I have thoroughly reviewed the details of your order #***-0658892-7382668.

Upon investigation, I can confirm that there was only one charge processed for this order. However, I understand your concern regarding the double authorization by your bank.

In such cases, we recommend contacting your bank directly, as they have the ability to release the additional authorization hold.

Unfortunately, Amazon is not able to intervene in this process, as it falls under the purview of your banking institution.

Regarding the $35 credit that was promised to you, I'm pleased to inform you that our customer support team has already applied this credit to your Amazon account on January 12th.

We value your business and appreciate your patience and understanding in this matter.

Best regards,
Arun

Amazon.com
Customer Answer
Date: 01/16/2025

Complaint: 22801772

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 01/17/2025
Thank you, they refunded me. How do close the complaint?
Initial Complaint
Date:01/12/2025
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've tried to cancel order # ***-0222990-6287545 for lack of history by the seller. Support contacted the seller on my behalf and told me I can proceed with the cancellation after 48 hours. That time had passed and they've told me I have to wait an additional 48 hours and unable to do anything.*Amount paid in GBP
Business Response
Date: 01/13/2025
Hello,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that the order was placed on our international site, you'll need to contact our partner site, ****************************.

FOR **: ********************************************************************************

Thank you for your patience and understanding!

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/14/2025

Complaint: 22800887

I am rejecting this response because:
My complaint was made after I had contacted the support page several times and with no avail.
Sincerely,

***** ***
Initial Complaint
Date:01/12/2025
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.
Merchant never shipped ORDER # ***-6380097-1466667 that was placed on Dec 30 2024.Amazon customer *** stated that order is cancelled as requested but it has not been cancelled.
Business Response
Date: 01/25/2025
Hello,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can process the refund in the form of gift card balance and you can use it on your future orders.

I request you to please reply to this email with a confirmation on the gift card so that I can proceed and add it.

Thank you for your patience and understanding.

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:01/11/2025
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.
Amazon is not refunding my item after saying it was delivered and signed for, even though I never received a package. They are now requesting outrageous private information from me in order to obtain my refund.
Business Response
Date: 01/13/2025
Hello,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing Our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding!

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:01/10/2025
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.
I purchased an item and i returned it within the 30 days via *** they provided. it was marked delivered mid november and i asked in begining december where is my refund was advised give it time to process reached out again few weeks later said wait till jan if not received refund by then. IN Jan amazon made me fill out claim form that i provided return tracking number. All this tiem amazon system shows item received pending refund (i bleieve even showed amount) this is aside from *** showing item delivered.I got no reply from claim form as they said they would and after chatting and emailing all i got was that its past 30 days and there is no carrier scan which is false since the *** tracking shows it delivered but was like talking to wall.an to top it all off they changed their system to just show return started instead of item received that it was in beginig jan.amazon it outright stealing from customers at this point
Business Response
Date: 01/12/2025
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'm sorry to know you haven't received refund for the return.

On checking, I'm glad to inform you, $205.58 USD refunded to your card January 10, 2025. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 5-7 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

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

I hope this helps! Have a great weekend!

Regards,
*******
Amazon.com
***********************************;
Customer Answer
Date: 01/13/2025

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:01/09/2025
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.
November 3, 2024 $127.46 and additional $38.99 Ive ordered from Amazon and Im from the *********** and the items were damaged. I file for return and agents told me to leave the package outside of the house as someone will pick it up. It took them 2 months and more, and its January 2025 now. No one is still picking up the package and it was already stolen.I talk to a lot of Amazon Agents already and was promised me a refund of $127.46 but they didnt pursue this
Business Response
Date: 01/28/2025
Hello Alyssa,

I'm Himaja 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 am so sorry about the issue you faced with your order #***-3599086-7669830.

I understand that your return hasn't been collected and you are waiting for the refund on these items.

Upon reviewing, I see that the returns have been initiated. However, the items aren't returned to our returns center and hence no refund has been issued on the order.

I understand that you no longer possess the items as they were lost while kept out for pick up.

In this case, I am afraid that we can no longer process refund on the items that are not returned.

For more details about our returns policy, please review the below link:
************************************************************************************

For any further assistance, please feel free to contact our customer support team. To do so, go to "Amazon Customer Service":
*****************************************

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.
Best regards,
Himaja
Amazon.com

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