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

58,360 total complaints in the last 3 years.
21,818 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:12/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attached the letter to explain the fact, and communication document with Amazon.I purchased the ******* 16" Lat-top Galaxy Book3 with my Citibank Credit Card in the amount of $1,283.95 and paid out June 13, 2023. The computer was delivered July 17, 2023 but I did not like it therefore, I request for the refund and deliveryman from *** picked up the computer next day of July 18, 2023. Amazon informed me the " your return is being processed at the ************** on July 21, 2023. However, I tried to collect the refund last 4 more months but they do not have any intention to refund the money. I followed their so called requirement to upload the legal ID many time still making an excuses not to pay back. I need your help!!!!!!
Business Response
Date: 02/20/2024
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 our internal team has reviewed this and below is the response from them :

I have appealed the decision for you. The specialist team will contact you within 3 days (72 hours) once your email is received.

Here I request you to please reply to the email sent on 'December 21, 2023 11:17 PM' and our internal team will review and get back to you on this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Business Response
Date: 02/28/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-02-18 confirming account reinstatement.
Customer Answer
Date: 02/28/2024

Better Business Bureau,
Thank you for re opening my case, I am rejecting your respond, but I am still waiting to receive the refund from Amazon in the amount of $1,283.95.
Thanks,
*****************
Initial Complaint
Date:12/22/2023
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 ordered a Power supply Unit thru amazon, they sent me an email that it will be delivered from Dec 18 - 26 that email remained on my account for 20 days. I was expecting the product as late as Dec 26 as I am building a PC for my client. I have my deadline for this. However, amazon suddenly changed the delivery date to Jan 12 and charged my credit card without asking if I agree to the change. Now I can't cancel or refund the amount as I spoke to a manager and refuses to help me. Dec 18 - 26 promised date was ignored and they keep telling me to wait for the product. This results into a trust and potential client loss. 2-3 days delay is acceptable but 17 days is NOT. My amazon account 12 hours ago shows it is arriving Tuesday. The amazon manager can't even provide a compensation for the delay. Everyone is ******************* but if they don't honor promised delivery dates there will be lots of problem and amazon should be held accountable.
Business Response
Date: 12/23/2023
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 your order was shipped with Aramex, and the expected delivery date is ******* 12.

If you have not received your package or a refund by Jan 13 ****, please contact our customer support team and they can investigate this delivery further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023
My client is now asking if the process can speed up. Time = Money. I may need to compensate him or losing the client if he takes his business elsewhere. Amazon won't provide any compensation for the 17 days delay and the mess they've caused.
Initial Complaint
Date:12/22/2023
Type:Sales and Advertising 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.
Cans of dog food arrived damage. After dialoguing with customer service, they demanded pictures of said damaged items and of government ID. I sent pictures of damaged items via e-mail. The subsequent agents refused to acknowledge sent images, until I requested a manager to handle my case, The manager stated that dented cans were not considered damage, and that no refund/credit/replacement would be issued. In total, I have chatted with 7 different agents, had 5 e-mail chains, and 3 phone calls with no resolution.
Business Response
Date: 12/23/2023
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 could see that 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 submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/22/2023
Type:Sales and Advertising 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 had my Amazon account for more then 10 years already and the past Dec 7 2023. I get this message We apologize but Amazon has noticed some unusual reviewing activity on this account. As a result, all reviews submitted by this account have been removed and this account will no longer be able to contribute reviews and other content on Amazon. If you would like to learn more, please see our community guidelines. To contact us about this decision, please email community-****************************** also they deleted all my reviews, videos, pictures and opinions.I spend a lot of money every week on Amazon buying products for me and for gifts to my clients and family and since I Get this I am trying to get a solution or an explanation without any luck; when I contact them by email they only responded with automatic answers, when I called the call center and wrote by chat they always say that I will get a solution; but today Dec 22 everything is still the same. I comply with the community guidelines and rules, Im respectful of everyone and my reviews are for the product I brought, and generally are excellent reviews, with good information and pictures; I love to give my honest opinion. I feel that Amazon violating my right to free expression. I need them to respond properly and get me back the option to review the products and also restock my profile with all my previous reviews and views thank you for your help
Business Response
Date: 12/23/2023
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 for any inconvenience caused.

I've forwarded this issue to our reviews team and requested them to look into this on priority. I'll get back to you with an update within 3-4 business days.

Thanks for your understanding.
Customer Answer
Date: 12/30/2023

Complaint: 21044887

I am rejecting this response because:
again they said that some one will contact me with a solution but they didnt. I didnt receive any call or email from Amazon with a solution or explanation just an automated response

Sincerely,

********************************
Business Response
Date: 01/09/2024
Hello,

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

We are unable to provide information on our investigation methods.
Thanks,
Amazon Review Moderation team
Customer Answer
Date: 01/10/2024

Complaint: 21044887

I am rejecting this response because:
They didn't get any explanation for their decision.
Sincerely,

********************************
Initial Complaint
Date:12/22/2023
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 Better Business Bureau,I am writing to file a formal complaint concerning my Amazon account which has been unexpectedly placed on hold. After submitting the required credit card statement as requested, I was informed that a response would be provided within 24 hours. Unfortunately, more than 48 hours have passed without any resolution or further communication from Amazon. This has left me unable to access my account and, more critically, unable to reach Amazon's customer service for assistance.This situation has caused a significant inconvenience and I am concerned about the lack of urgency in addressing my issue. The reason provided for the hold was account security; however, the prolonged lack of response seems to contradict this intention.I respectfully request the BBBs assistance in urging Amazon to promptly address and resolve this matter. It is important that processes intended to protect customers do not become hindrances themselves.My Amazon account is: *********************** Thank you for your attention to this matter.Sincerely,GUOQING AI
Business Response
Date: 01/02/2024
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 your Amazon account.

Upon reviewing I can see and confirm that the account is now reinstated and below is the response from our internal team on the same :

We have restored your access to this account and processed any pending orders. You can track the progress of your orders in the "Your Account" section of our website.

If you want to continue using Prime benefits, please re-subscribe.

Thank you for your patience and we are sorry if any inconvenience was caused. We will notify you by email when we send your orders.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/22/2023
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 a devoted Amazon customer. However, I have recently experienced unreasonable refund delay issues and horrible customer service.1 returned a product via the *** couple days ago, following Amazon's instructions. The number of the order is 112-0230195-9501045.After I had contacted with several associate about my refund, I still haven't received my refund, I've contacted customer service numerous times, they've sent five or six different people to contact me, but all they've said is that they'll investigate the issue and then tell me to wait and wait, every time I emailed Amazon.com.***, they sent a new guy and told me to rephrase the problem in different ways, and then wait. I tried calling and people were hanging up my calls, I been shop with Amazon for the past 10 years, had never experienced this horrible customer service at all. This broke my heart, imagine vou were in my position how sad that is to experience all of this?I'm truly looking for an solution and apologize from the customer service team. Is not the right thing to just hang up people's phone, l'm also a after sale care manager and I never hang up on my customers phone in any kinds of situations. This is really rude and disrespectful.
Business Response
Date: 12/23/2023
Hello Chuxin,

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 could see that the return is not yet processed for the order.

Once the carrier has received your return package, please allow up to 60 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by January 8, **** please write back to our customer support team to find out what happened.

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

You can find information about returns and refunds by visiting:

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

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/28/2023

Complaint: 21044836

I am rejecting this response because:
Im still havent receive my refund and did not get any apology from Amazon **************** Team! The apologies is the main reason why I am filing a complaint, please take this seriously.

Sincerely,

Chuxin Shi
Initial Complaint
Date:12/22/2023
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.
Good day,Our company is a seller on the Amazon marketplace. On November 28th, 2023, Amazon deactivated our account without any prior alert or warning. Following the deactivation, we received a letter stating that our account was deactivated due to the alleged sale of non-authentic products.In response, we submitted all the necessary documents proving the authenticity and quality of the products we purchased from our distributor for resale on Amazon. There were no restrictions on selling this product, as indicated in the Amazon listing description. We have been selling this product since July 2023, and during this period, we received no complaints from buyers or customers on Amazon, and there were no negative reviews whatsoever.Despite providing ample information to reactivate our account, ********************** informed us that the submitted information was insufficient. Subsequently, we reached out to our distributor, who affirmed the authenticity of the product and offered to provide any necessary information as requested by Amazon. Regrettably, Amazon still declined our request to reactivate our account.We are reaching out to seek your assistance in resolving this matter and hope that you can help us reactivate our account. We are at a loss as to what steps to take next, where to seek help, and whom to contact to reinstate our account.Please find all the documents we have attached below.We look forward to your prompt response.Best regards,******************** Anko LLC
Business Response
Date: 12/26/2023
Dear Seller,

We received your submission. After reviewing the information from your virtual identity and supply chain verification, we observed that you have supplied documentation to Amazon which were from an un-verifiable supplier. We previously requested these documents from you to verify your identity and supply chain. As a result, your account will not be reactivated and we will not release the associated FBA inventory under investigation.

You can view your account performance at ************************************************************** or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Download iOS App at (***********************************************************************)
Download Android App at (**************************************************************************************************)

Thank-you,
Amazon
Customer Answer
Date: 12/27/2023

Complaint: 21044825
I trust this message finds you well. I am reaching out to seek your professional assistance in a matter of urgency pertaining to the deactivation of our Amazon seller account.
We received your response with reply from Amazon, indicating their refusal to activate our account, citing challenges in verifying our distributor for a specific product. Regrettably, the response lacks clarity, leaving us in a state of confusion and uncertainty about the precise reasons for the account deactivation.
As conscientious Amazon sellers, we are eager to resolve this situation and seek your guidance on independent verification processes to confirm the legitimacy and authorization of our supplier. Your expertise will be invaluable in helping us navigate the steps required to establish the legality of a company to sell specific products, ensuring their authenticity.
Our supplier, ***************, holds a BBB-Accredited business stamp on their website and maintains an A+ rating. They have been in operation since January 13, 2019, demonstrating a reputable track record spanning four years.
In response to Amazon's previous concerns about the authenticity of the product and its alleged involvement in contraband activities, we took immediate corrective actions. These included the removal of the product from our listing and the closure of the associated listing. Additionally, we submitted an appeal letter detailing the steps we undertook and our commitment to resolving the matter as responsible sellers.
Despite our proactive efforts, we remain uncertain about the specific fault identified by Amazon and the required steps for rectification. We have provided all relevant information, including the response history from the supplier, billing details, invoices, and contact information. Crucially, we have not received any complaints from Amazon customers regarding this product.
We humbly seek your expertise to guide us through the process of understanding Amazon's concerns, the necessary documentation, and any legal avenues available to reinstate our Amazon seller account.
Your prompt attention to this matter is highly appreciated, and we look forward to discussing this further at your earliest convenience.
Enclosed in this email are screenshots of our supplier's website, highlighting their BBB accreditation and A+ rating.
Thank you for considering our request.
Sincerely,
********************
Initial Complaint
Date:12/22/2023
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 the items and amazon ****** (ORDER # ***-6668989-8681021 and ***-1913959-3941001) received the returned merchandise on December 5,2023. I talked to amazon ****** customer service on December ******* and asked for my refund. They failed to issue me full refund. They are holding my money and I am paying interest on my ***** This is unacceptable.
Business Response
Date: 12/23/2023
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 completely understand your concern about the refund for your returns. Although your package has arrived at our *************** we haven't processed it yet. Once the carrier has your return package, it can take up to two weeks for us to receive and process your return. Some items may take up to 30 days to process. As soon as it's processed, we'll request a refund to your payment method, and send you an email confirmation.

If you don't hear from our returns centre by January 04, please write back so we can find out what happened. You can contact us via the following link:

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

If you'd like to check the status of your return online, click "Your Account" at the top of our website. Then click "Your Orders" and select this order. Completed returns and refunds appear at the bottom of the order summary.

Thanks for your understanding.
Customer Answer
Date: 12/24/2023

Complaint: 21044808

I am rejecting this response because:
They received the Item on Dec 5,2023. Today is December 24,2023 and no refund has been issued. here is the return policy link by AMAZON ******:
******************************************************************************************
It clearly says that " REFUND IS ISSUED 3 to 5 business days after return is received". Amazon failed to issue me a refund as promised on their website and holding my money for no reason.

Sincerely,
*********************
Initial Complaint
Date:12/22/2023
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 luggage that was sent damaged. I immediately returned it ************ states money would be refunded to my Amazon account so I could purchase another as soon as *** was in possession of package. Now they state 5-7 business days so they can draw interest off my money. I now have removed the replacement luggage from my basket and want my money refunded immediately to my bank so I can purchase needed item locally.
Business Response
Date: 12/26/2023
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 sincerely apologize for the inconvenience caused with order.

I've reviewed the order ending with **** and see a full refund was of $112.99 was processed to your account gift card balance on Thursday, December 21, 2023 at 10:10 PM (PST). Amount was applied on another order purchased on December 22, 2023.

You can view your balance and activity here:

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

Since gift card amount was applied on different purchase, in this case we are not able to reverse the amount back to your payment mode.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/27/2023

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:12/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to contact Amazon logistics for about 6 hours at this point on 12/21/23. I have spoken to several people who don't seem to understand the English language & have given me incorrect phone numbers & have not been a help at all. If someone would listen to my delivery instructions Amazon would benefit not just from delivering to me but 100s of people in my complex in a natural disaster as there is an extremely safe way to enter my complex. **************** & even food delivery drivers understand. With Amazon I cannot even get in touch with a reasonable human being to give proper instructions. Here are the proper instructions I have kept them short & simple. Due to flood you need to set you GPS to ********************** at *****************************************************Its going to say the road is closed.Local traffic/delivery services are allowed.Go past road closed sign& you will see a dirt road w/ a gate on your left.Enter & make right.Issues? Call ************.
Business Response
Date: 12/23/2023
Hello,

I am ******** 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 for the inconvenience caused regarding the order delivery.

I can see the issue is escalated to our Amazon ******************** and they are looking into it to make sure the instructions are followed and you get the package delivered at the earliest.

We are expecting the order to be delivered anytime by Dec 27. I request you to please wait for this timeline, if you do not get the delivery, please let us know, we'll be happy to help you further.

I appreciate your time and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/23/2023

Complaint: 21044785

I am rejecting this response because: I have given proper delivery instructions, and now three of my orders are not arriving because the Amazon drivers cant figure out my very specific delivery instructions. *** spent over 13 hours over the phone in the last three days and its just going to end up being more hours today because nobody is listening. 1. Order number: 112-7097813-1579411, 112-5719534-4741015,
111-4713927-9109010 Need to be fulfilled. ***** ********* & Food delivery drivers have been able to figure it out but Amazon refuses to update their logistics or do anything to help. Please get me A CEO or an owner to actually do something.

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

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Complaints

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