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

45,745 total complaints in the last 3 years.
17,747 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:12/13/2023
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.
Order date Aug 26, 2023 Contacted customer to initiate a return, the return was approved, I sent the item back in perfect condition. They will not refund me my money. Amazon will not help me because they say its a 3rd party seller. I would not have purchased this item had I not been on Amazon's site. I feel amazon is responsible because they are doing business with the seller.
Customer Answer
Date: 12/13/2023
Order number 113-9533098-9823420
Business Response
Date: 12/16/2023
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've reviewed your complaint and I see that you've contacted about refund for Order#***-9533098-9823420.
On checking, I see the claimed was filed for the order on November 17, 2023 and it was rejected and also see the appeal was also denied as the item is non-returnable and hence not eligible for an A-to-z Guarantee claim. Hence, we're unable to assist you further.
Rest assured that, this event does not impact your ability to shop on Amazon. You can continue to do so.

We may not respond to further inquiries about this issue.
Thank you for your understanding.
Regards,
*******
Amazon.com.

Customer Answer
Date: 12/18/2023

Complaint: 21000273

I am rejecting this response because: I have been asking the same question over and over : If the item is non returnable how come the company granted my return request and provided me with an address to send the item back to???

Sincerely,

*****************************
Initial Complaint
Date:12/13/2023
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 bought four gift cards from Amazon, order number 113-4589747-4709037. Two were added to my account, and the other two were gifted to my son's account. However, my son's account has been flagged for fraudulent activity, and his $500 worth of gift cards have been frozen since November 26, 2023, now totaling 18 days. Despite contacting customer support 4 times, the issue remains unresolved, with the team stating the need for further investigation. This is surprising since the gift cards were purchased directly from Amazon. I was initially told the issue would be resolved within ***** hours, but it's been three weeks now, and as of today, December 13, 2023, I'm informed that nothing can be done. The two gift cards are still on hold, and I'm advised to contact another customer support team escalation-*************************** who would respond within ***** hours. I reached out on December 9th, 2023 as requested from my same email as my Amazon account to escalation-*************************** (email screen attached) . More importantly, I seek a resolution for the $500 that is unjustly withheld. These cards were not used for purchasing other gift cards. My son attempted to use them for a health and beauty purchase (Order number: 111-1813652-5365823). I urgently need assistance in resolving this issue with my purchased gift cards and hope to avoid any further unpleasant communications accusing us of fraud, especially when I have proof of purchase directly from Amazon (i.e., ACI, an Amazon Company). I am attaching the email we received accusing us from Amazon accusing us of using stolen gift cards. I have been a long time customer of ********************** so I really dont understand having reached out on this now 4 times being promised responses within 48 hours and not once have I received any communication or resolve but my $500 sure is being held for my Christmas gift and has now been delayed for 3 weeks with zero assistance from Amazon and I will attach screens of them holding the funds in my sons Amazon account.
Business Response
Date: 12/14/2023
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 your account.

Upon reviewing I could see that our internal team is currently reviewing this and below is the response from them :

"Thank you for your response. Your account is currently under review by the department in charge. We will be reaching out to you via email in the next 24 to 48 business hours.

We ask you not to open new accounts because any new orders that you place may be canceled."

Once our team investigates this they will get back to you with relative information to your registered email address.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/19/2023
6 more days. I have received zero communication.
Business Response
Date: 12/28/2023
Hello ****,

I'm Vishal 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 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'm sorry for the trouble you've had with your order. We're happy to help, but we need to verify some additional information before taking any actions.

For account security purposes, this information needs to be verified either over the phone or through a chat with one of our agents. Please reach out to us via phone using the link below:

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

I request you to please contact our customer support team through phone so that they can review this further for you.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 21000253

I am rejecting this response because: I have contacted chat support 6 times and called twice. Aside from my email receipt what else could possibly be needed? Is this really how Amazon handles purchase issues directly from Amazon. Recall this was a purchase directly from Amazon, not a third party vendor/company. You need to verify what exactly that you don't already have?

Sincerely,

*************************
Initial Complaint
Date:12/13/2023
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.
Hello, i have not received my order number 403-9768738-9313109 and they are asking me to file a police report, as it was mentioned delivered.It is false, and it is still on its way, in delivery process, and they are not willing to refund my order even tho Amazon logistics told them that it was lost and I will not received my package.Please, refund this order asap, i was supposed to get it by December 8th.It is on order from AMAZON.FR.Please refund or replace this order ASAP.They dont reply to my email, or they are saying that I need to file a police report.Thanks a lot,Take care
Business Response
Date: 12/15/2023
Hello *******,

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 sorry to hear about the issue you faced with the order placed on one of our partner website.

Upon reviewing, I see that your order was placed on Amazon.fr website and I'm afraid that we cannot provide any assitance regarding your issue.

You'll need to contact our partner site, Amazon.fr, for more information about the issue, as our international websites operate independently.

You can contact them directly at:

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

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:12/13/2023
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.
Hi,I returned an item that I purchased on Amazon over a month ago by dropping it off at Amazon facility per their instructions. However, the item return status says may be lost in transit. When I contacted them multiple times they keep giving me the run around and after the last customer service contact today, who told me to just wait and I should get a response from a specialised team after 48 hours even though I contacted them multiple times about this issue. Now, I received an email asking me to verify my identity to get a refund which is nonsense since they should refund to my original payment method per my request. They are giving me the run a round for no reason. Please help.Thank you ***********************
Business Response
Date: 12/15/2023
Hello Hussam,

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've reviewed the complaint and I'm sorry to know about the trouble you're with getting refund for the item returned.

I apologize for the inconvenience that you've experienced in this case.

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund.

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. I see our team sent you email correspondence on your registered email address on December 13, 2023. I request you to please check your inbox for the correspondence and submit ID.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. You can contact our support team to learn the outcome of the investigation after 3 business days.

Thank you for your understanding and co-operation. Have a great rest of the day!

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

Regards,
*******
Amazon.com
Initial Complaint
Date:12/13/2023
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.
On October 24, 2023 I purchased a mini trampoline from amazon.com. The total amount of the transaction was $410.40. On November 15, I requested to return the trampoline. The request was approved. I returned the trampoline according to the instructions they provided. By December 1st, I still hadn't received my refund. I contacted the seller. They said they would issue it on the following Monday, December 3, 2023. On December 5th I was told by the seller that on December 4th they told amazon that the item was received and requested that amazon issue a full refund. They said it is now up to amazon to issue the refund. I still haven't received the refund. I contacted amazon customer service several times and they say it is under review, and they keep postponing the date that that they will post the refund. On one occasion they even said that it was already issued on December 10th but I didn't get a confirmation email or the refund. I feel like they are jerking me around, intentionally postponing the refund hoping that I will give up and they can cheat me out of $410.40. They have done this to me in the past for a much smaller amount of money. Will you please help me get amazon to pay me the money they owe me? The order number for this amazon transaction is 114-4188695-4245064.
Business Response
Date: 12/29/2023
Hello,

We've requested a refund of ****** USD to the original payment method used on your order on December 15, 2023. You will be able to see the refund on your respective account statement in the next 3-5 business days.

We appreciate your patience and understanding in this case.

Sincerely,

Account Specialist
********************
www.amazon.com
Initial Complaint
Date:12/13/2023
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 asked Amazon for a refund on a broken headset that didnt work and I disposed it it didnt work but I forgot I needed it to return it so I contacted support they told me the refund is going through either way BUT they lied and an email sent saying to approve they need my id so I did that and had to ask again for a refund and i did it then they said its approved then I got another email SO BASICALLY amazon doesent want to refund me my money that they said they would and are avoiding it and asking me for my id which I sent 4 times which is my private info and then they still wont give me my refund i so deserve and they said they would give me which they havent because they are lying and dont want to give me my refund
Business Response
Date: 12/15/2023
Hello Yael,

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 sorry to hear about the issue you faced with your headset that was purchased on our website.

I understand that you wish to get refund on the return of the above item

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

For more details, kindly review the email sent to you by our team on December 13, 2023 at 2:25 AM (PST)

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Your order and your account will be reviewed and your identity will be verified through one of our third-party service providers. 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.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

Kindly submit your identity proof to get your concern addressed.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:12/13/2023
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 am writing in order to reactivate my ASINs B096Y3BYC6 and B09L4XTTHT. My Amazon account is ARTENGO INC(******************************************).This action has been taken under the false pretence of policy violation specifically, alleged sales of my products to the ***************. I assert this is a significant misunderstanding, and I have substantial evidence proving that my products have never been sold in ******.Details of the Issue:Shipping Policy Evidence: A screenshot from my Domestic Shipping Settings clearly shows that ****** is not listed as a destination for my products, indicating that I do not, and have not, shipped or sold products to this state.Fulfillment Method Clarification: I utilize Fulfillment by Merchant (FBM), which gives me direct control over my shipping destinations. Aware of the restrictions regarding sales in ******, I have consciously excluded this state from my shipping options.Order History Verification: Screenshots from my order history for these ASINs confirm the absence of any sales or transactions related to ******.Invoice Documentation: The provided invoices demonstrate that my products originate from *****, with no business or distribution connections to ******.The suspension of my ASINs has caused a significant negative impact on my business operations. The erroneous nature of this suspension, based on incorrect assumptions or data, is unjust and harmful to my reputation and financial stability.Given the evidence presented, it is evident that the suspension of my ASINs B096Y3BYC6 and B09L4XTTHT is based on a mistake. I respectfully request the Better Business Bureau's assistance in resolving this matter by facilitating the reactivation of my ASINs B096Y3BYC6 and B09L4XTTHTs.
Business Response
Date: 12/14/2023
Hello,
Thanks for reaching out to Amazon. After further review, ASIN(s) B096Y3BYC6, B09L4XTTHT have been reinstated due to product not being a live plant. Please allow up to 2 business days for this change to reflect in our system.
Thanks,
Amazon.com
Initial Complaint
Date:12/13/2023
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.
Blocking an account due to association with another account. A detailed appeal is attached to this complaint. I can't attach documents, because there is a lot of personal information. But these documents were sent to Amazon. The thing is that amz found a link between my account and my former partner's account. We stopped doing business together in October 2022. But amazon claims there were still indications of joint business after that date. The only thing was one employee had access to two accounts. At the time, we had shared employees who had access to two accounts. After the business ceased, we simply forgot to remove that access. That employee stayed working with me and had access to my account at all times. After the lockout, I had a conversation with him and found out that my partner had asked to log into his account through that access several times to gather some information. But that was only a few times during 2023.I didn't know about it at all. And I'm sorry that this situation came **. But we haven't been in business together for a long time. I guess I got locked out because of this shared access that I forgot about.I'm asking you to help me prove my point. I really need that account. The blocking of the account has hit my financial situation very hard and I ask amz to meet me. We have provided everything to prove the termination of communication. And please forgive us for our indiscretion in not removing access.
Business Response
Date: 12/16/2023
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 December 16, 2023.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:12/13/2023
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.
Every year I purchase one big electronic purchase from Amazon to go with the rest of my son's Christmas gifts. This Christmas I purchased the PlayStation 5 Console - Marvels Spider-Man 2 Bundle (slim). My son is autistic and likes to keep his items a certain way. He keeps the original boxes of his items. I placed the order for the Ps5 on the December 6th 2023 and it arrived December 10th 2023 with a one time code I provided the driver. I opened the box the next morning on December 11th 2023 after I put my son on the bus for school. The original box is ripped. I immediately called Amazon and requested an exchange. I was informed that this option wasn't available to me. I tried everything as the consumer to make it right as Amazon made little to no effort. I requested a rapid refund for return so I could repurchase the item to arrive by Christmas. I was hung up on by multiple CSR reps as I remained professional. I explained my son's special needs and that the item being ripped is unacceptable in itself but it will ruin his Christmas. After speaking to multiple CSR reps and supervisors I asked for the previous calls to be pulled. I explained that I would gift my child the damaged package as I would not have the refund by Christmas to repurchase. Amazon made things extremely challenging for me, they even sent me an email after stating that I would have to mail in my ID to send the item back if I chose to but it could take up to 30 days for processing and a refund. The item should have never arrived in its condition. I offered Amazon pictures and they refused. Amazon left me with two choices, 1) return and possibly wait 30 days to process return and refund or 2) gift my child the ripped packaging item as he is so excited about about Santa bringing a Ps5 for Christmas for good behavior. Very upset mother and consumer.
Business Response
Date: 12/14/2023
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 your account.

Upon reviewing I can 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
*****************************
Customer Answer
Date: 12/14/2023

Complaint: 21000119

I am rejecting this response because I was denied an exchange. My identity is verified through affirm in which I purchased this item. My identity was also verified when the damaged item was delivered to me with a code that I provided to the driver. This response is unacceptable. I simply requested an exchange.

Sincerely,

*********************************
Initial Complaint
Date:12/13/2023
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.
I request your help in reactivating my amazon account. I foolishly added a large number of items to my inventory. Some of the listings were incorrect. It turns out that I added listings that are either incorrectly created or they were made that way on purpose. But I was adding listings in bulk and didn't notice it. Soon my account was blocked and the listings were deleted. I understand from amazon's rhetoric that they think I was the one who created them or made any changes to them. But I did nothing of the sort. My fault for not checking these listings before adding them to my inventory. I didn't even have any sales on them except for 2 items. Therefore, I can't provide the invoices. I don't have a physical inventory. I was only planning to buy back from the supplier when I received orders on amazon.I no longer know what to submit to amz to get my account unlocked. I am attaching a copy of the latest appeal to this email. I hope for your help!
Business Response
Date: 12/16/2023
Hello,
We have decided to reinstate this account and an email was sent to them informing them of this decision on 16 Dec 2023.Thanks.
Sincerely, Amazon.com Seller Performance

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