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

57,960 total complaints in the last 3 years.
21,699 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:01/02/2024
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.
Dear ***/************** account was locked on 2nd JAN ****, may you please help me to unlock? Thank you very much. Best regards, ***
Business Response
Date: 01/13/2024
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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 01/02/2024.
Sincerely,
***
Amazon.com
Initial Complaint
Date:01/02/2024
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.
I placed two orders from the official Amazon website and one of the orders was missing an item: "Jarrow Formulas Fem-Dophilus - 5 Billion Organisms Per Serving - 60 Vegetarian Capsules - Women's Probiotic - Urinary Tract Health - Up to 60 Servings ( 12 pack))" I only received one. Package number: 114-3241626-9429823. The weight of the package provided does not match the weight shown on the page. The customer service only replied that they could not process it if it takes more than ************************************************* even got the order number wrong!The express delivery order says 1.2 pounds, but the product description says **** pounds!I just want a refund or reissue...I have never requested a return when shopping on Amazon! This time the quantity is completely inconsistent.
Business Response
Date: 01/03/2024
Hello,

I'm Pratap 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 to hear that you havent received your item "Jarrow Formulas Fem-Dophilus - 5 Billion Organisms Per Serving - 60 Veggie Capsules" from order #***-3241626-9429823.

A careful review of your account reflects that the correct information has already been provided.

Since 30 days have passed since the order delivery, we are unable to help with refund or replacement of the item.

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 01/08/2024
Hello,

I received a response on January 4, ****, confirming a refund of $287.23. However, I have not yet received the refund, and to add to the complication, my account has been closed, preventing me from accessing any related information. Can you please provide further assistance in resolving this matter?

Thank you.
Customer Answer
Date: 01/08/2024
Hello,

I received a response on January 4, ****, confirming a refund of $287.23. However, I have not yet received the refund, and to add to the complication, my account has been closed, preventing me from accessing any related information. Can you please provide further assistance in resolving this matter?

Thank you.
Customer Answer
Date: 01/08/2024
Hello,

I received a response on January 4, ****, confirming a refund of $287.23. However, I have not yet received the refund, and to add to the complication, my account has been closed, preventing me from accessing any related information. Can you please provide further assistance in resolving this matter?

Thank you.
Customer Answer
Date: 01/17/2024
I am writing to express my extreme dissatisfaction with the handling of my recent order and subsequent refund request. Last year, on November 22, 2023, I placed an order for "Jarrow Formulas Fem-Dophilus - 5 Billion Organisms Per Serving - 60 Vegetarian Capsules - Probiotics for Women - Urinary Tract Health - Up to 60 Servings (12 Pack)" from Amazon US. Upon receiving the goods, I discovered only 1 pack instead of the 12 packs I ordered. Despite my persistent efforts to seek resolution, all I received were robotic responses from your customer service. It was only after providing videos and photos as evidence that a customer service member, *******.F, responded on January 4, ****. According to the company's statement, a refund of $287.23 has been processed to the original payment method, with an expected timeframe of 3 to 5 days for the refund to reflect. However, as of January 17, ****, the refund has not been received. Adding to my frustration, my account was abruptly closed after the response on January 4, ****. Despite waiting for 5 days, there has been no response from customer service. My repeated inquiries on how to check for a refund after the account closure have gone unanswered. The provided link, *******************************************, for "Viewing refund details in the order summary in your account" is rendered useless due to the account closure. It is evident that customer service is well aware of the past email records, yet the repetitive, copy-and-paste responses persist without resolving the core issue. I am growing increasingly frustrated with this lack of genuine assistance. I demand immediate action to address the unresolved refund and provide a clear resolution timeline. I insist on a swift and decisive resolution to this matter. If this issue is not promptly addressed, it reflects poorly on Amazon's customer service reputation, which I have always held in high regard.
Initial Complaint
Date:01/02/2024
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 suspended my account on 28th Dec 2023 and then closed my account on 31st Dec 2023. My account was suspended on 28th Dec 2023 for unusual activity. Supporting document, which was a bank statement, was uploaded and sent to Amazon for review. The bank statement included my billing address and other necessary information. Shortly after submitting the documents, I seeked live customer support for help, where the customer service personnel ******** guided me through an online form. I provided my full name, address and phone number. I was promised that my account would be unsuspended after 24 hours.On 31st Dec 2023 I received a reply from Amazon that my account is still temporarily on hold and that they were unable to verify ownership of your **** payment ending in #### because no document was provided. In response, I submitted another bank statement and also my cards last 4 numbers and card transactions. On 31st Dec 2023 shortly after submitting the documents to prove that I owned the **** payment, Amazon emailed me that they have determined it was necessary to close my account and that they may not reply to any further emails about the issue. They did not explain why my account was closed. I quickly contacted live customer support again and was guided through the same online form by customer support personnel Afsana. I was told that my Account will be surely unhold. I insisted on providing documents to prove my case but the customer support told me it was not needed as they trust their customers. I was told to wait 2 business days. On 2nd Jan **** I received an email from Amazon saying After a review of your details, we have determined it is necessary to close your Amazon.com account. My account contained almost $40 USD in form of gift cards and now that my account is closed, so is my money gone. Amazon has wrongfully closed my account despite all sorts of proof being provided.
Business Response
Date: 01/26/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 01/26/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:01/02/2024
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.
Someone stole my account at 12:31am and Amazon is unable to assist. The first call in after being on hold for 10 minutes, the agent hung up. I am under the impression that Amazon is allowed someone into my account, allowed them to change my account info and now I dont exist. Photo below was never authorized by me and I would like answers asap
Business Response
Date: 01/14/2024
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 the trouble you've had with your Amazon account.

I've been working closely with the relevant department and we've restored the email back to the original one.

I've also verified that the account has been fully sanitized, and that our specialized department has sent you an email with security instructions on Wednesday, January 3, **** at 1:16 PM (PST).

I hope this helps. We look forward to hearing from you again.
Best regards,
Priyanka
Amazon.com
Initial Complaint
Date:01/02/2024
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.
Order Placed: October 6, 2023 Amazon.com order number: ***-2177851-3054605 Order Total: $234.05 Email: ******************** Shipping ****************** *************************************************************************************************** **** ending in **** Return requested Refund requested on: Oct 11, 2023 Return received on: Oct 13, 2023 1 of: Schlage Encode Smart Wi-Fi Deadbolt with Camelot Trim in Satin Nickel Return received We'll issue refund to your **** within 30 days after we receive the item. Once we issue your refund, it takes up to 7 days for your financial institution to make funds available in your account.RMA DLXSLDdHRRMA *** Label (Provided by Amazon): 1ZR9Y1900327570505 Status: Delivered to Amazon October 13, 2023 02:59 PM I purchased this lock on October 6, 2023; received October 10, 2023; requested return October 11, 2023 and shipped back same day due to the lock being the incorrect lock without HomeKit compatibility. I purchased the correct one (which was more expensive - $348.74 w/ ORDER # ***-4421312-6819429). I returned the wrong item. Amazon confirmed they received the item on October 13, 2023. Yet, they stated they refuse to return MY money unless I give them an ID which I do not possess. Amazon has their item back, and are holding MY money hostage. This is theft. I followed their terms of service as it was written when I purchased and returned the item. They should not be allowed to steal someones money because they do not have an ID, which was never in their terms of service. I have attempted on at least 4+ occasions to discuss this with higher **** and receive nothing but the repeating message about needing to verify my ID to get my refund via chat. Nothing has worked. This is theft. This is unethical, and immoral to say the least. Solution is to refund my original payment; otherwise an attorney general complaint will follow.
Business Response
Date: 01/23/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about order 112-2177851-3054605. We have researched this matter and confirmed that the dispute in question has been resolved in your favor.

Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon Marketplace purchases before contacting your card issuer. For more information, visit the page: www.amazon.com/gp/help/customer/display.html?ref_=hp_bc_nav&nodeId=G59PXSUWUFR92NUQ.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

*****
Initial Complaint
Date:01/02/2024
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 an Amazon Seller since December 5, 2023 (My merchant token ID on ********************** is A2I5L176Y1Y1SO). On March 05, 2020 Amazon suspended my account Seller Account. Since December 05, 2023 I have resolved all the problems, has provided all the requested documents and had submitted more than 5 written appeals (following all applicable Amazon.com rules and recommendations) and made more than 10 phone calls but Amazon.com is very uncooperative and avoids any positive action although Ive complied to all rules, laws, guidelines and recommendations. Thus apparently Amazon.com is illegally holding my funds and refuses to reinstate my account privileges. I need BBB assistance to influence Amazon.com to calculate the balance on the moment of my account suspension and refunding my balance to me. Thank you for consideration.
Business Response
Date: 01/03/2024
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on January 3, 2024.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:01/02/2024
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.
Hello, I recently got the email that my account is being closed, however I dont understand why. I decided that I want to buy a **** but the shipping was too expensive for me because I live in ******* so I decided to buy through a forwarding company. Anyway, I tried my card but for some reason it didnt work, so then I decided to get giftcards from some of my friends.I added them to my balance, bought the **** and then got the email that my account was on hold. They asked me to upload proof of ownership, which I did (for 5 of the cards, that was the max *********** they asked to me upload ID or some utility bill, I uploaded ID since I dont have a utility bill in that address, since Im using a freight forwarder.Next day, again I get asked to upload ID, and then today it says it is necessary to close my account without giving any reason.Needless to say, even though this is my first time using Amazon, I was excited to order from the biggest online outlet. However, this experience has been a disaster, from the shipping being too high, my card being declined and then this.They basically have punished me for your own actions and cost me $450 which is close to minimum monthly wage here in *******. AND again I really dont understand the reason, because I can send the proof of ownership of every card, and I gave my valid ID.Anyway, I had that money saved up for a long time, so please look into this, because it genuinely wasnt deserved.
Business Response
Date: 01/22/2024
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.
Sincerely,
****
Amazon.com
Initial Complaint
Date:01/02/2024
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.
I can not log in my amazon seller account,it remind me that We detected abnormal activity in your account, so we temporarily locked it. Please contact customer service for further assistance.I think it is in connect with my consumer account.Actually It is a mistake,one day,when I browse amazon consumer page,it popup a window,ask me to join prime member,because Im a amazon seller,so I misunderstood it,I thought the window request my products to join prime promotion,so I agree with it.however,it is a mistake.the helppage can not help me at all,it has only 2 access,password resetand account termination request,it has other access,but it need me to log in my seller account first, I can not log in my sell account now.I dont know how to solve this problem ,I need practical help,definite help,useful help.i didnt get any helpful message from now on.amazon's custommer service reply me via email,but useless,they ask to to contact customer service to solve this problem,but actually,they are custommer service Im a new seller,I will learn more about amazons rules in future,hope you could offer me an opportunity to recover my seller account.if you need any profile to verify my account,please send me an email.Hope to get your reply and practical help
Business Response
Date: 01/25/2024
Greetings from Amazon.com

Dear Better Business Bureau,

After a deep investigation, we have found that the buyer account was having issues and since customer's and seller's accounts share login credentials, when one is affected by default the other one as well.

As now, both of the accounts are in normal status and the selling partner can perfectly access to the selling account without any restriction.

Best Regards,
Initial Complaint
Date:01/02/2024
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.
Nattokinase is a unique health supplement. Nattokainase lowers your blood pressure. You will feel it. There are three things I have noticed I can smell in my pee. They are as follows: Asparagus, Honey Smacks, and Nattokainase(Natt.) So I have order three Natt. from Amazon recently. All three do not lower my blood pressure. The three Natt. are not noticeable as a scent in my pee. This means conclusively these products have been denatured. They could have been X-Rayed or subject to a large amount of frequency that destroys the benefit. I request to receive a refund as a credit. I need a refund for a product that does not work at all. I was told to contract the manufacture after I complained to Amazon. I called and left a message and was never given a return call. This instruction is a farse as Amazon owns all customer data so the manufacture would not be able to look me up and find my order. I have made more complaints about denatured supplements than I expected to in 2023. Its possible that Amazon has upgraded equipment that damages products and through the process are being denatured. I'm contemplating going to the *** and saying that Amazon is accidentally changing the molecular structure of health supplements through frequencies, WiFi and or other means, which are denaturing products. Second while I formerly lived at **************************************************************** both myself and *************************** paid separate subscriptions for Prime while being married and living under the same address. I am herby demanding a Prime Membership refund for all the years both of us paid for a membership which I estimated to be between **** years and therefor is either $1,200 or $2,400. I am requesting a refund. One one membership should have been paid. Thirdly I am asking for a refund to the credit card for NATURAL STACKS Serotonin *** ********************** This again is denatured it does not work. You know when your Serotonin levels are elevated.
Business Response
Date: 01/02/2024
Hello *****,

I'm Pratap 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 so sorry to hear of the issue you have shared with us regarding the defective item "Nattokinase 10,100MG with CoQ10 + Red Yeast Rice Quercetin + Bromelain -Immune Booster - *** made & tested (150-day supply (pack of 1))" and the refund for the Prime membership.

Upon checking I see that these are non returnable items, hence we are unable to create a return in this case.

I'd suggest you to please contact the manufacturer for further queries or concerns related to this item.

I've issued the refund for the unused Prime months totaling $107.6 to your original payment methods. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:01/02/2024
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.
Dear *****/Sir,My Amazon account was closed without reason. I provided all the information they needed, including credit card, billing statement, and proof of identity, but Amazon still said it couldn't prove my identity and forcibly closed my account.I have always used my personal account in a normal, reasonable and legal manner in accordance with the rules.As an ordinary consumer,It should not become a victim of Sino-US trade barriers.I hope Amazon will stop this kind of bullying and discrimination, restore my account, and put the rules on the table.***************
Business Response
Date: 02/19/2024
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 **********.

Sincerely,
********
Amazon.com
==============

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