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

59,602 total complaints in the last 3 years.
21,606 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:11/15/2023
Type:Sales and Advertising 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.
Amazon is not refunding you and that they are requesting outrageous private information from me just to get your refund.For order # ***-8175324-7655421 I had already returned this order on October 9 and get my refund but on October 30 I get an email ask me to return the item back and I reach them they told me dont worry the item in transit and you will not get any charges on November ********************************************************************************************************************** passport
Business Response
Date: 11/17/2023
Hello Hashem,

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 reviewed your complaint and apologies for the inconvenience you have experienced with order#***-8175324-7655421

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/investigate and get back to you with a update on refund for the mentioned order.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 11/22/2023

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. And the problem solved

Sincerely,

*************************
Initial Complaint
Date:11/15/2023
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.
Hello,I returned an ******* i had purchased and returned it as it was not the right color, i sent it back and i was told it was the wrong item, I talked with the bank and saw the pictures of the item they faxed to them and it's the correct item i received and sent back. I asked for them to send it back since they are claiming its not right and they told me they discarded it and refused the return claiming the item sent was a proper one and to return the original for a full refund. I don't know how they would know that since they only sent a sealed box and now I am not stuck with no money and no item and i'd like a refund. Order #***-87283975819426
Business Response
Date: 12/13/2023
Hello,

We have denied the customers request for a refund of USD ******* under order 113-8728397-5819426 as customer failed to return the original item. To avail a refund customer needs to return the originally purchased item in the same condition as delivered.
Customer also raised a chargeback dispute on this order and we have shared the related evidence with their card issuer. Post thorough investigation, the dispute was closed in Amazon's favor by customer's card issuer.

Kindly request customer to reach out to their card issuer for more information with regards to this reimbursement.

Sincerely,
******
Amazon.com
Initial Complaint
Date:11/15/2023
Type:Order 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 an item from Amazon.Com it was order number 113-3332981-6613817 and I returned the item and havent got my money back. Its been over a month now and they are requesting I send in my ID.
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 #***-3332981-6613817. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Wednesday, October 18, 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: 11/19/2023
It has been more than 30 days now. I still havent received my refund what is going on?
Customer Answer
Date: 11/19/2023
It has been more than 30 days now. I still havent received my refund what is going on?
Business Response
Date: 11/22/2023
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.

Our specialist team has requested you to provide necessary details that will help them resolve this for you.

Please note, that our specialist may not be able to assist you with refund without your help in providing the required details.

We have taken your feedback regarding the Identity document submission and we apologise for any inconvenience this situation has caused you.

Thank you for your patience and understanding.
Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 11/28/2023

Complaint: 20877798

I am rejecting this response because:
I sent all the necessary documents that you are asking for in

Sincerely,

*************************************
Business Response
Date: 12/01/2023
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 understand that you have submitted the required details and waiting for refund to be issued.

Kindly allow our specialist team 3 business days to review and respond to you.

We have taken your feedback regarding the Identity document submission and we apologise for any inconvenience this situation has caused you.

Thank you for your patience and understanding.
Regards,

Najam
Amazon.com
*****************************
Initial Complaint
Date:11/15/2023
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.
Hello,I hope this message finds you well. I am writing with a heavy heart to express my deep disappointment regarding the unexpected closure of my Amazon account. I am not aware of the specific reasons for the closure of my account. I speculate it is potentially related to order #***-4154798-2806609, tracking ID: **********************. The seller's failure to fulfill the shipment led to a "running late" status, eventually triggering a refund request. Post the refund request on November 13th, my account was placed on hold. I promptly provided credit card information and followed up with two customer service calls, seeking an explanation for the account suspension. However, I was repeatedly told to wait for an email. The received emails provided no reasonable explanation, stating"your account is necessary to closure".The abrupt closure of my 7-year Amazon Prime account has left me deeply disheartened. Amazon has been a constant companion throughout my journey in *****************, witnessing my growth, addressing changes, and serving as my most trusted shopping platform. Despite the challenges, Amazon's customer service has been my first point of contact, making the cold dismissal in those few sentences incredibly disheartening.I want to believe in the values Amazon stands for trust, customer satisfaction, and reliability. As a loyal and committed customer for 7 years, I am genuinely hopeful that Amazon will reconsider its decision and restore my account. My vision is to continue being an active, contributing member of the Amazon community, sharing my experiences and insights to help fellow buyers make informed decisions.I understand the complexities involved but appeal for your understanding and compassion in this matter. Restoring my account would not only reinstate my faith in Amazon but also allow me to continue contributing positively to the platform.Sincerely,YEKUN **** / EVAYE
Customer Answer
Date: 11/18/2023
I called on16th at 3pm and 17th at night, and during the conversation, I was informed that I would receive an email within 24 hours with instructions on the next steps. However, I have yet to receive any email. And two of the associates with very poor attitudes just requested me to create a new one after I addressed that I wanted this one reopened. I'm more upset after talking to them. I have yet to receive any respond and every associate told me the total different results.
Thank you for your understanding and cooperation.

Business Response
Date: 01/31/2024

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 1/9/2024.

Sincerely,

Amazon.com
Initial Complaint
Date:11/15/2023
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 am ***************************. I have an Amazon Seller account which I have been operating at the Amazon Marketplace but got suspended last August 2022 due to a Dropshipping and a Seller Code of Conduct violation. I want to give your office an overview of my account status to help you understand my dispute and hopefully help me negotiate with Amazon to reactivate my account because I still have withheld funds amounting to twenty seven thousand five hundred twenty-two dollars and ninety cents ($27,522.90) that need to be withdrawn as soon as possible.We are operating a business using the dropshipping model in accordance with Amazon policies and guidelines. This is deemed acceptable as long as we can guarantee that only our name is identified on all our items. Unfortunately, in our recent transaction, our team failed to do a thorough quality check on the items before they were shipped to our customers, which triggered our current policy suspension.I am humbly asking your good office to help us negotiate with Amazon to reactivate my account and withdraw my funds amounting to ($27,522.90). Please know that I only sell on Amazon Marketplace, and this is my only source of income. That is why I really need to resolve this issue as soon as possible. From the start of my business, my team can guarantee that we have always abided by the policies and guidelines of the marketplace. Thank you for taking the time to read my request. I hope that you can assist me in this matter.
Business Response
Date: 11/19/2023
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 11/20/2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 03/08/2024
I am ***************************. I have an Amazon Seller account which I have been operating at the Amazon Marketplace but got suspended last August 2022 due to a Dropshipping and a Seller Code of Conduct violation. I want to give your office an overview of my account status to help you understand my dispute and hopefully help me negotiate with Amazon to reactivate my account because I still have withheld funds amounting to twenty seven thousand five hundred twenty-two dollars and ninety cents ($27,522.90) that need to be withdrawn as soon as possible. We are operating a business using the dropshipping model in accordance with Amazon policies and guidelines. This is deemed acceptable as long as we can guarantee that only our name is identified on all our items. Unfortunately, in our recent transaction, our team failed to do a thorough quality check on the items before they were shipped to our customers, which triggered our current policy suspension. I am humbly asking your good office to help us negotiate with Amazon to reactivate my account and withdraw my funds amounting to ($27,522.90). Please know that I only sell on Amazon Marketplace, and this is my only source of income. That is why I really need to resolve this issue as soon as possible. From the start of my business, my team can guarantee that we have always abided by the policies and guidelines of the marketplace. Thank you for taking the time to read my request. I hope that you can assist me in this matter.
Business Response
Date: 03/11/2024
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on March 11, 2024.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:11/15/2023
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.
Amazon sends me spam emails that have no unsubscribe link in them.Contacting Amazon they tell me the following:If you wish to change your e-mail subscription preferences, please visit:***************************************** Following their directions leads to a page that states "Try checking your spelling or use more general terms"So sick of this s***
Business Response
Date: 11/17/2023
Hello *********;*******,

I'm Arun 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 understand your concern regarding Spam emails sent to you from Amazon.

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

I would like to inform you that as a customer, you'll occasionally receive email updates about important functionality changes to our website, new Amazon.com services, and special offers we believe would be beneficial to you. We hope you'll find these updates interesting and informative.

However, if you'd rather not receive these mailings, please let us know by visiting this link:

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

Click ********* Communications Preferences." On the next page you will be able to choose which communications you want to receive from us, and which ones you don't want to receive.

It may take several business days to process such requests, and you may receive one or two additional emails before the unsubscribe process has been completed. Please keep in mind that it's possible these emails are coming from another website associated with Amazon.com. Unsubscribing through Amazon.com won't unsubscribe you from emails from other Amazon websites like Audible.com.

You'll still receive transactional email, such as messages related to your orders or information about your account. This also includes messages from third party sellers of the products in your order.

Also, I've escalated this issue to the appropriate business team regarding this issue and your experience. They will be reviewing this further.

We apologize for any inconvenience this may cause. We hope to see you again soon.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:11/15/2023
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.
Returned an item within the 30 day return window, and got my account flagged for unusual activity, and was asked to give an I.D. for my money back for an item I returned. I tried submitting my I.D., but since it is expired they wouldn't accept it. I don't drive, and my D.M.V. appointment is hooked months ahead for a new I.D., since they are booked full. Now I have no item, and I'm out $319.61. My order number is 114-1685050-4822637, for **** WF-1000XM5 earbuds.
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 #***-1685050-4822637. It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that a refund of $319.61 was issued to original payment method on Friday, November 17, 2023.

Please allow your bank 3 to 5 business days to process the refund.

We have taken your feedback regarding the Identity document submission and we apologise for any inconvenience this situation has caused you.

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
***********************************
Initial Complaint
Date:11/15/2023
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 11th 2023 I received my item ******** Galaxy Tab S9 11 256GB , WiFi 6E Android Tablet, Snapdragon 8 Gen 2 Processor, AMOLED ******* S **** IP68 Rating, US Version, 2023, Graphite" I paid "******" for this item. On November 6th I returned this item, as of November 15th I have not received a refund despite my time already being in delivered to Amazon.com's warehouse. Amazon is refusing to refund me and is requesting outrageous private information in order for me to receive my money.
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 #***-4572909-5254641. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Sunday, November 5, 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: 11/22/2023

Complaint: 20877553

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 11/29/2023
My apologies for not including anything in my rejection, I was on mobile so I must've missed it or the site didn't let me. I rejected amazons proposal because it is my thought that they are strong arming me into giving them a private company sensitive information, they as far I have seen have not actually provided a good reason for needing my identification, if they needed my identification for refund they wouldn't, seeing as they already have my bank and card information stored. Another reason i am hesitant to just hand over my information is because I fear amazon getting hacked. I doubt amazon would lose anything if they ever got breached but I the consumer would have my private information disclosed because of this business if a situation like that were to happen.
Initial Complaint
Date:11/15/2023
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.
Order 111-4037106-6939440 was returned two weeks ago as instructed with tracking number 1Z6E55409064000180. They are now requiring me to submit my photo ID to be inspected for my refund. This is beyond ridiculous.
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 #***-4037106-6939440. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Sunday, October 29, 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
***********************************
Initial Complaint
Date:11/15/2023
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 have contacted Amazon because I have several orders which have been returned, but I have not received a refund on these items. I have listed out the order numbers with the orders that are in question. I want to know where my refund is.Order 111-2174564-3589845 Yumchikel plastic serving tray 10 gold rectangle tray KSJONE handmade and handpainted MIUSOL womens retro DOKOTOO summer dresses MEROKEETY Summer ****** Om Salaluz womens elegant Order # ***-0063210-9721061 AIMCOO Summer womens short Lyaner womens collar Zessica Womens summer ****** womens satin Lillusory womens summer WDIRARA womens cut out Yoins womens cami Vepose womens sleeveless dressy Order ***-7940216-4709031 naturalizer womens vionic katies sketchers go walk naturalizer womens ********
Business Response
Date: 11/17/2023
Hello ***********;Jain,

I'm Arun 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 understand your concern regarding the return refund issues.

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

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,

Arun
Amazon.com
*****************************

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