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

58,589 total complaints in the last 3 years.
22,020 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:Order 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.
Paid for faucets to be delivered and the driver didn't come during business hours so they left my items outside to be stolen. My problem is there is no way to contact amazon about my problem with them or the driver that *** have stolen my things. Their customer service is a loop response designed to kick you out with out resolution
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 that you did not receive the order for faucets.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 01/05/2024
Withdraw
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 have been asked by the amazon review team to supply documents regarding the source of my inventory to verify authenticity which is fine. But after wasting 2 months all the while charging my account and holding my money hostage they have decided they will not be reinstating my account. I have provided all the required information except one. Amazon review team requested for me to provide a screen shot of the order from the supplier website. Upon contacting the supplier they informed me they have completely updated their website and old orders will not show up. Amazon review team could have easily confirmed this with one phone call to the supplier which is located on the invoice if they were really doing their jobs but rather decided to permanently deactivate my account and cost a genuine seller like myself a lot of money. Amazon is taking advantage of small sellers like myself because we are completely powerless on their platform. The review team is definitely not there to help the sellers because they are simply abusing their power and not doing their jobs. Amazon should also be aware of the trajectory is being created by the review team as a business.
Business Response
Date: 01/08/2024
Hello,

We have reviewed this seller's account and we require more information to complete our review. We have provided seller with next steps and have requested necessary information from the seller via email on (2024-01-08).

Sincerely,
Amazon.com
Initial Complaint
Date:01/02/2024
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 filing this compaint with BBB after Amazon closed my fathers account for no reason and are refusing to asisst even when given all the personal documents they requested. I had logged into my fathers account last week to load an Amazon gift card for him as part of his Christmas gift. I decided to log into his account as opposed to me sending him the gift card via email to make it easier for my father to use. My father lives in Ireland and I am in the ***. Because I had used my **** Debit card to add this gift card to his account, ********************** closed the account due to suspicious activity. In order to reopen they requested documents several times from me, each time asking for different ones when I provided an explanation over and over alongside all my documents. I provided Amazon my drivers license as proof of Name and address as they requested, I provided a copy of my actual **** debit card so they could confirm the last 4 digits, I provided a bank statement and I provided screenshots as proof of me uploading the card into my fathers account. After a back and forth which seemed to last a week they decided last night that my fathers account was to be closed permanently. My father now has to suffer the consequences of not having an amazon account all because his daughter was trying to load a gift card for him?More importantly- prior to them closing this account, my father already had ******GBP worth of gift card credit on his account from my sister for his birthday in November. Now that they've closed this account he has lost this money on his account. I understand having to verify a card from a different country as I am in the *** and he is in Ireland but the escalation and subsequent closure of his account is just ridiculous. My father is a 3 term Marine vet. All he enjoys doing is ordering items for home improvements on his amazon. I'm filing this complaint to reopen the account, attached evidence I have given to Amazon alongside emails they have sent for this info.
Business Response
Date: 01/19/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 01/19/2024 confirming account reinstatement.
Sincerely,
***
Amazon.com
Customer Answer
Date: 01/26/2024
Thank you for your assistance in this matter. We have been informed that our account has been reinstated by Amazon, we are delighted at the outcome and we are grateful for your assistance in this resolution
Many Thanks,
Corthney Carollo
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.
I returned some items to Amazon from order ending in xxx5444 and I had paid with gift card for that order. I had few items in the same return label from another order which was paid with credit card.Amazon credited the amount for the items paid with credit card but did not refund for the items paid with gift card. They are asking me to provide govt issued ID to process the refund.If they have received the items, why are they blocking my refund on gift card.
Business Response
Date: 01/03/2024
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 see that you've contacted as you weren't refunded for the items returned in Order#**** and when contacted were asked to submit ** proof.

I understand that our concerned team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. Please rest assured that any information you provided is handled according to our Privacy policy.
I see that you're now refunded for Order#**** the amount of $106.14 to gift card balance.
The current gift card balance on your account is $1,663.35. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.

Regards,
*******
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.
For A-to-z Guarantee Claim for Order 111-4690023-2693836, we got the response from amazon AZ team. Here is their response in quote."Upon checking, we noticed that the item was not shipped on time by Seller. Although, the Seller states that the item was handed over to the shipper on time and the delay in shipment was caused by shipper, there is no specific evidences to this. Furthermore, the item was not delivered within delivery timelines."if you read the tracking message below, you will see this "Fri, Dec 1, 2023, 2:00 PM PSTPackage delayed in transit". the shipper delayed the package there is why buyer opened the az case and you granted him the claim. we did use amazon shipping service so we should be covered by this az claim due to shipper shipping delay.TimeLocationEvent Details Fri, Dec 15, 2023, 8:38 AM PSTPackage delivered.Fri, Dec 15, 2023, 3:10 AM PSTPackage is out for delivery.Fri, Dec 15, 2023, 12:15 AM PSTPackage arrived at a carrier facility.Thu, Dec 14, 2023, 3:21 PM PSTPackage arrived at a carrier facility.Sat, Dec 9, 2023, 10:42 AM PSTPackage arrived at a carrier facility.Mon, Dec 4, 2023, 5:54 AM PSTPackage left the carrier facility.Sun, Dec 3, 2023, 5:22 PM PSTPackage arrived at a carrier facility.Fri, Dec 1, 2023, 2:00 PM PSTPackage delayed in transit Fri, Dec 1, 2023, 4:04 AM PSTPackage arrived at a carrier facility.Fri, Dec 1, 2023, 2:49 AM PSTPackage arrived at a carrier facility.Mon, Nov 27, 2023, 11:11 AM PSTCarrier received the package.Fri, Nov 24, 2023, 3:15 PM PSTCarrier picked up the package.
Business Response
Date: 01/08/2024
Hello,
We have reviewed the issue filed for the Order and noticed that the Seller was debited for the Claim amount.
Upon checking, we noticed that the item was not shipped on time by Seller. Although, the Seller states that the item was handed over to the shipper on time and the delay in shipment was caused by shipper, there is no specific evidences to this. Furthermore, the item was not delivered within delivery timelines.
Although we understand seller position, we stand by our decision.
Sincerely,
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, GONG
Business Response
Date: 01/18/2024
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 01/18/2023.
Sincerely,
***
Amazon.com
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

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