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

59,622 total complaints in the last 3 years.
21,579 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:11/16/2023
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,Greetings!My name is *********************, and I am the owner of *********************** an Amazon Seller Account that was deactivated by Amazon for violating the terms of the Business Solutions Agreement due to unsupported sales history. Despite ongoing appeals for over a year, my account remains inactive.I have made numerous efforts to rectify this situation by reaching out to Amazon's customer service, providing all requested information, explaining the origin of the violation, and detailing the corrective actions we have taken, including a comprehensive Plan of Action to ensure future policy compliance.As a small business owner, the deactivation of my Amazon seller account has significantly impacted my livelihood, causing financial strain.I am seeking your assistance in mediating this dispute and helping me achieve a mutually agreeable resolution with Amazon. I am confident that a review of my case will demonstrate my commitment to adhering to Amazon's policies moving forward.The key account details for your reference are as follows:Account **************************** Account Owner: ********************* Contact number: ************ Email: ******************************* Registered Address: ************************************************************************************ I sincerely request your support in addressing this matter, believing that a fair resolution can be achieved with your intervention.Thank you for your prompt attention to this issue, and I look forward to your assistance in resolving it.Best regards,********************* **********************
Business Response
Date: 11/18/2023
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 11/18/2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 11/23/2023

Complaint: 20878345

I am rejecting this response because I have repeatedly submitted all documentation, information, and explanation to Amazon. I also believe that the notification sent to us on 11/18/2023 is an automated response which I have been receiving for the past months. I am hoping Amazon can look into this and review my appeal and documents manually because I am confident that I have submitted all necessary documents. Thank you.

Sincerely,

*********************
Business Response
Date: 11/29/2023
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 November 18, 2023.
Thanks, Amazon.com Seller Performance

Customer Answer
Date: 12/05/2023

Complaint: 20878345

I am rejecting this response because I have submitted all necessary information and documentation available from our end. We would like to request that if there are any additional information or documentation needed, that Amazon would communicate and specify it to us so we can identify and provide whatever information or document might be missing. Please do understand that we are very much willing to cooperate and comply with Amazon. We are humbly and respectfully asking for consideration regarding this matter. We appreciate your assistance in this matter and we are looking forward to a positive response.

Sincerely,

*********************
Customer Answer
Date: 12/06/2023
Amazon keeps sending the same ********** generated response.
Even though everything they are asking for has been attached in all of my submissions and messages to the BBB as well
This is criminally that they can hold $47k from someone for over a year, when no customer is asking for a refund or asking where their package is

Business Response
Date: 12/10/2023
Hello,

we have reviewed the Seller's account and determined that they do not fit reinstatement at this time. An email was sent to inform them of this decision on 10-Dec-2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:11/16/2023
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.
Amazon is refusing to refund me on a item I returned and they have recieved. They are asking me to send them personal information that I am not comfortable sharing with them and I feel like they are violating my privacy and not honoring their refund policy . Also they have lied to me twice about sending me a refund which has never happened.
Business Response
Date: 11/18/2023
Hello ********,

I am ***********;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 for the inconvenience caused with the order #***-1843205-9310659.

I've reviewed the details of the order and see that the item was refunded successfully on November 16, ************************************ the form of gift card balance.

You can view your balance and usage history in Your Account here:

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

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

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:11/16/2023
Type:Service or Repair 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.
A scammer accessed my Account. This scammer locked me out of the account by turning on ******** identification. I have received 2 separate emails from Amazon confirming they are aware that an unauthorized party has accessed my account and stating that 2-factor identification has been turned off, but each time that I call or attempt to access the account I am repeatedly told 2-factor identification is still on the account, so representatives are not able to access the account or assist in re-securing the account.
Business Response
Date: 12/08/2023
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 understand your concern regarding the account issue. I'm sorry for the inconvenience caused.

I've escalated it to our concerned team and we have successfully removed the two step verification from your account however for security reason, we have temporarily disabled your access.

I kindly request you to please contact us at ***************** and request to be transferred to "Account Change Support". They will be asking a few question and once successfully answered, they will released full access and you should be able to login and view your account details.

Rest assured, you will not be prompted for that 2-step verification again as I've removed it with the help of our team.

I appreciate your time and cooperation on this matter.

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: 12/14/2023

Better Business Bureau:
My issue has been fully resolved
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:11/16/2023
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.
On Nov 11, I bought royal crystal ******** items) of lost ark(the game of AGS) via my debit card. Because it's the first time I use this card to make a payment, so steam cancelled the purchase and refunded the money. As a result, my lost ark account was permanent banned by amazon game studio due to this issue. Then I tried to appeal the restriction on the steam, and I succeed. The steam support has confirmed that my account is not used for fraud. However, when I appealed the penalty in AGS penalty portal, it was denied. I have the complete evidence to prove that my account was not used for fraud activities. When I want to submit the evidence to substantiate my appeal (the moderator said that If I still feel that I have been mistakenly penalized, they would appreciate it if I could provide further evidence to substantiate my appeal. )I found there is nowhere I can submit my evidence. I have tried the live chat and web tickets, but all of them just say they don't have access to the appeal penalty portal, and they also don't tell me where I can get help !! I have found some player who have the same case as me, but they all get unbanned. So, I want to know why I can't have the same result as them?My steam account is ************************ The game character name is ********The server is Rohendel (North America West)
Business Response
Date: 11/22/2023
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 understand your concern regarding the Lost ARK account banned. I'm sorry for the inconvenience caused.

I've escalated the issue to our team and they have requested to raise a request directly to the Steam support team who then will be sending us the details about that purchase and refund so that our team will be able to look into it and help you further.

Please ask Steam to instigate that process for us to remove the penalty. They will already have the details with the process that involves in this matter. We are unable to submit the appeal or submit any details from our end to remove that penalty but the Steam can do it.

Thank you for your cooperation.

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
***********************************
Initial Complaint
Date:11/16/2023
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 product from Amazon. They said that it was delivered but it was not delivered. I contacted Amazon support and the person I spoke to said they were going to issue a full refund. They told me they were sending an email that had a return label in it and they told me to disregard this email because I was getting a full refund contact it back today to check the status and then they told me That I had to fill out a bunch of information when I asked what happened to the previous agent telling me I was getting a refund for this missing product they did not answer me and will not answer me. I asked for them to call me, they will not do so.
Business Response
Date: 11/18/2023
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 understand your concern regarding the refund for the missing order. I apologize for the inconvenience caused to you. I've shared your feedback with our team for necessary action regarding the incorrect information you have received for the refund.

I request you to please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

You're able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before 12-January-2024 to be considered for review. Send one set of responses for each package that you didn't receive.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Package tracking number:_______________

4. Name of the items you didn't receive:_______________.

5. Is it your first Amazon package at this address that you didn't receive?_______________

6. If no, how many times it has happened? _______________

Once we receive the details, we'll look into it and help you further. Thank you for your cooperation.

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
***********************************
Initial Complaint
Date:11/16/2023
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 used my Amazon account and they put my account on hold sending me an email from an email address I can not reply to and I can not contact anyone because I have to sign in to contact someone. It expects me to verify i am the person who owns the account every time I want to place an order. They have done this several times and I do not want to keep adding my card info over again or reorder the items I ordered every time they decide to do this! I sometimes need the items within a certain time limit and it makes me very upset every time. I am tired of dealing with Amazon!
Business Response
Date: 12/06/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2023-12-06.

Sincerely,
********
Amazon.com
Initial Complaint
Date:11/16/2023
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.
There were two items that were purchased from Amazon by me and my wife. The items are as follow WATERGLIDE **** LED Christmas String Lights, 328 FT Green **** LED Decorative Fairy Lights with Remote & 8 Modes, Waterproof for Outdoor Xmas Holiday Party Garden Wedding Home Decor, *********** ******* Led Lights for Bedroom 100ft (2 Rolls of 50ft) Music Sync Color Changing Strip Lights with Remote and App Control RGB Strip, for Room Home Party Decoration The item Waterglide was defective because item did not turn on while they were being put up by my wife. Item was completely defective because they did not lit. The tenmiro led lights were both defective item came in two rolls of 50 lights. One roll was defective because it did not turn on. The second roll of lights was defective because adhesive came damaged and we were not able to place them in our desired location at home. I contacted amazon and explained issue to them and they stated that I was required to send a government issued ID because they noticed abnormal activity on my account. I was requesting a refund and amazon did not want to issue a refund for defective items until I provided my ID The tenmiro item was $12.99 And the waterglide was *****
Business Response
Date: 11/17/2023
Hello,

I'm Prashanth 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 you've experienced with regards to order 113-9975153-9854608.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

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:
*************************************************************

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

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/17/2023

Complaint: 20878260

I am rejecting this response because:
I feel uncomfortable sending in my government ID. Ive been an ********************** customer for years, and Ive never been asked to send my ID for a purchase. Regarding Amazons response to me that abnormal activity was noticed on my account does not make any sense. Making a purchase online is not considered abnormal activity. Abnormal activity is defined as one who does an act or activity that is not normal. My yearly amazon purchases are not to be considered abnormal activity if I make purchases very often. I placed a complaint because the items I bought were defective and came defective when I opened the packages. So I request that a refund be given to me.
Sincerely,

***********************
Initial Complaint
Date:11/16/2023
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.
The order number is ( 111-3531499-1994669 ). The date is October 24, 2023 and total amount of refund 185.4.So basically the items came in damage. They were all supplement pills but for some reason they were all crushed and bruised up. I then filed for a refund and they requested me to send them proof of damage. Amazon customer service state all i need to do is provide them with pictures and they will refund me. I proceeded to send them pictures of the damaged bottles and a week goes by, they send me an email asking me to send sensitive and private info like my ID( etc ) with no reason whatsoever. I ask them for a reason and they reply IF YOU DONT SEND ME YOUR ID, WE WILL NOT REFUND YOU. After the message I felt like Amazon is trying to bully and take advantage of me. They are trying to scam and hold my refund after I provide them with pictures of the damaged goods. I don't feel safe enough providing them with my private information.At this moment, Amazon is not refunding me and requesting outrageous private information out of me. I am submitting this complaint in hope of you guys being able to resolve this problem for me. Thank you
Business Response
Date: 11/17/2023
Hello,

I'm Prashanth 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 you've experienced with regards to order 111-3531499-1994669.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

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:
*************************************************************

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

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/16/2023
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.
- Date of the transaction: October 19, 2023 - Date of the items's sent back: October 30, 2023 - The amount of money I paid: $24.99 and $44.99= $69.98+ 4.62(sales tax)=$74.62 Total amount - Amazon return and refund policy: Items shipped from Amazon.com, including Amazon Warehouse, can be returned within 30 days of delivery.- Order number: ORDER # ***-4759005-8317055 Since I did not approve the products purchased from Amazon, I applied for a return of the UNUSED products sent to my address and sent all the products back in the same box with the same return barcode. I contacted customer service 2 days ago because I still could not receive a refund even though 16 days had passed for 2 of the products sent. The customer representative informed me that they would get back to me via e-mail, and I received the specified e-mail. In the e-mail, it says that my identity must be verified for the refund, and for this, I must upload my ID, and if I do not share my ID, I will not be able to request a refund for the products that have already been returned to Amazon. I am extremely uneasy about sharing my sensitive information (ID) with ********************** and its third-party service provider. When I check the return status, it appears that both products have already arrived at Amazon with other products. Why does not Amazon provide a refund for the products they receive back that are UNUSED and in accordance with the return policies? I shop from Amazon to avoid problems with returns and refunds for my online purchases, and I pay $15.98 every month to benefit from the Amazon Prime service. If I can't get the service I deserve on a simple matter, why do I trust Amazon for online shopping and pay? This experience was a huge disappointment for me.
Business Response
Date: 11/17/2023
Hello ****,

I'm Najam 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 learn about the problem with your order #***-4759005-8317055. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Friday, October 27, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

For more information on Return policies, you can view our website Help page using this link:

********************************************************************************************...

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

Thank you for your patience and understanding.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/17/2023

Complaint: 20878146

I am rejecting this response because:

As I mentioned, Amazon stated that the product had already arrived at Amazon and that I could not get a refund without uploading my ID (there is a screenshot of the text in the attached files). I don't want to share my sensitive information (ID) with ********************** and its third-party service provider to get a refund. So, we should figure out another way.

Sincerely,

**** ***********************
Initial Complaint
Date:11/16/2023
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.
Hi there. I purchased 950 Amazon gift cards . I then redeemed them on my Amazon account. Once redeeming them I purchased A iPhone. My account then got locked and since then iv not been able to log in my account. I have contacted Amazon numerous of times they tell me to wait 48 hours its been over a year with no response and Im out of pocket
Business Response
Date: 12/13/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 12/13/2023.
Sincerely,
****
Amazon.com

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