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

59,633 total complaints in the last 3 years.
21,646 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: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 am trying to open an amazon seller account and immediately my account was disactivated. I am asked to send a utility bill, which I did. However, Amazon never accepts them and says "they're missing information". I sent in total 5 utility bill, which all respected the restrictions and they ALL got rejected. I am tired of you guys and want you to reactivate my account you **** thieves. I've been trying to reactive it since March 4th 2023. We're November 15th 2023, and I was still not able to. ACCEPT MY UTILITY BILL GOD DAMNIT.
Business Response
Date: 12/15/2023
Please do not reply to this email. Replies are routed to an account that is used only for sending emails and is not monitored.

Hello,

We have received your submission and verified your documents, but we require additional information to reactivate your account.

How do I reactivate my account?
To reactivate your account, take one of the following actions to complete your identity verification:
-- Take a photo of your face and ID document using the Seller Central ID document photo service. This feature allows you to complete your identity verification in about 2 minutes and is available anytime.
-- Join a video call with an Amazon associate and show them the original documents that you provided when you registered your account.
This identity verification is required as an enhanced security measure.

What happens if I do not complete the identity verification?
If you do not complete your identity verification by either using the face and ID document photo service, or by showing our associate the original documents during a video call, your account *** remain deactivated.

How to complete the identity verification by taking a photo of your face and ID document
1. Go to Seller Central using the following link and sign in to your account when prompted:
*************************************************************************************************************************
2. On the "Verify your identity by taking a photo of your face" page, follow the on-screen instructions to take photos of your face and ID document using the camera on your device.
We will compare your identity document and face photo to determine if they match.

How to complete the identity verification through a video call
During the video call, you will be required to show our associate an original copy of the identity document that you provided when you registered your account. We do not accept any new documents.

How to schedule an appointment for the video call
1. Click the following link and sign in to your Seller Central account when prompted:
***************************************************************************************************
2. If you signed in on a new device, or if you have removed cookies, you will be redirected to the "Select a Merchant and Marketplace" page. On this page, select "*************" from the "Select an Account" drop-down menu. Make sure to select this option regardless of the Amazon store.
3. Click "Select Account."
4. On the "Identity Verification" page, follow the on-screen instructions to schedule a video call and select a date and time slot for your appointment from the available options.
5. Review the appointment time and the other resources to prepare for the video call.
6. Click "Next" to confirm the appointment.
We will send you a confirmation email within 24 hours after you schedule your appointment. The email will include instructions on how to join the video call.

Recording notice
If you opt for taking the identity verification by video call, the video call *** be monitored or recorded for training, security, and quality assurance purposes.
You are not allowed to take photos of the associate or record the video call.
We will handle the recording and your data in accordance with our Privacy Notice:
*****************************************************************************************

We're here to help
If you have any questions, you can contact Selling Partner Support:
***********************************************************
Customer Answer
Date: 12/16/2023

Complaint: 20875303

I am rejecting this response because:

Sincerely,

*******************
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.
I returned a large order from Amazon. I had ordered new, unused items for a party. Amazon had delivered used, opened, and half missing items. I then proceeded to complete a return through Amazon pick-up. Three boxes were picked up under the same order number and label, which Amazon was aware of. I did not receive my entire refund and Amazon had asked me to submit a copy of my photo ID. After completing that step, Amazon still has not provided me with a refund of the returned items that were faulty from their end. After this experience, I am hesitant to continue being an Amazon customer.
Business Response
Date: 11/17/2023
Hello ******,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned items.

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

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 11/18/2023
113-1655348-9865022
113-5831842-5508211
113-3594809-7985860
113-4202064-0404256

tracking id from ******************** pick-up for all four order numbers included in one pick-up transaction: Tracking ID:
************; have security footage of pick-up including barcodes placed in boxes for all items and copy of confirmation .
Business Response
Date: 11/21/2023
Hello ******,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned items from Order 113-1655348-9865022,113-5831842-5508211, 113-3594809-7985860, 113-4202064-0404256

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 11/27/2023

Complaint: 20875284

I am rejecting this response because:

As noted previously and provided image attachment copies, all information was submitted to Amazon and confirmation of acceptance was sent. Requesting my refund.

Sincerely,

*******************************
Business Response
Date: 12/03/2023
Hello ******,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned items.

Upon checking I see that the refund of $265.17 has been issued to your original payment method on November 22, 2023 for the Order ID: *******************,
$10.05 has been issued to your original payment method on November 22, 2023 for the Order ID: *******************,
$48.29 has been issued to your original payment method on November 22, 2023 for the Order ID: *******************,
$127.19 has been issued to your original payment method on November 22, 2023 for the Order ID: *******************.
In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.
Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:11/15/2023
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 truend Order # ***-6496186-2359443 WINSEE Service Dog Vest No Pull Dog Harness with 7 Dog Patches, Reflective Pet Harness with Durable Soft Padded Handle for Training Small, Medium, Large, and Extra-Large Dogs (Medium, Dark Blue)And Amazon has recieved the order back to them. However, they sent me an email needing forms of ID before issuing me a refund for an item I returned and they already have. I am not comfortable just randomly sending ID to companies like this and never had to do so before. I used a gift card on MY account on ********************** that I have had for years to purchase the item and all I want is the refund for this item back to MY gift card on MY Amazon account and I am not providing ID to them when I don't know who is behind the scenes getting my information and since it is going back to the ORIGINAL payment method that paid for the item, ID is not necessary. They have all the information about me they need on my account. I was also informed in thier chat that they never ask people for personal information they have all they need, so there are people working for them that are illegally asking people for their personal information saying they have to give it to get refunds.
Customer Answer
Date: 11/16/2023
This was FINALLY resolved and I did get a refund. However, Amazon is auto sending emails to people requesting **. The email address on these emails is *********************. People do not know if these are legit from Amazon or not and could be an attempt at Identity Theft. Many people will not send the ** and some will, but I was told that ** is not needed to get a refund. I do not know who all Amazon is outsourcing to but someone overseas is trying to get peoples Identity through requesting their ** to get refunds due them for items that were already returned and this is not a good idea to give. Identity Theft being on the rise we are constantly warned by the government about giving out our ** information. I was even told by one of the Amazon Associates to ignore the emails because they have all the information they need to do a refund to an original payment method. Other older people or people desperate for a refund are not aware of the possibility of Identity Theft. So Amazon needs to stop the automated emails requesting ** for a refund for items that were already returned to them and in their possession. But I did get my refund finall after fighting for it and refusing to send **. Thank you.
Initial Complaint
Date:11/15/2023
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.
I purchased a shark robot vacuum on October 16th. When I received this it was used, very used...now i have purchased many things over 10 years from amazon. They are saying that they need my ID for fraudulent activity...when I asked about this and was not comfortable with this I was told that if I did not then i forfeit m money. This cannot be legal to do
Customer Answer
Date: 11/17/2023
They are now holding all my returns and threatening to keep all my money if I do not upload my I'd. They did not suspend my act. If there was fraudulent activity I would assume that would be the first thing. Amazon is committing fraud by not giving me my money for my returns
Customer Answer
Date: 11/17/2023
I was told if I drop the refund they will mover on. Off I don't then I need to send them ID within 3 data's or they will keep my money. They are threatening me!!
Business Response
Date: 11/26/2023
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.

Thank you for reaching out to us.

I can confirm that the refund has been issued on Tuesday, November 21, 2023 at 2:18 AM (PST)
Refund amount : $233.19

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

We look forward to seeing you again soon.

Regards,
*****
Amazon.com
*****************************
Customer Answer
Date: 11/26/2023

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,

*******************
Customer Answer
Date: 11/26/2023
Resolved
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 placed an order on September 3rd 2023 for two computer monitors and a prebuilt gaming ** (STGAubron Gaming Desktop **). I received the ** on September 7th and the monitors on September 8th. I finally was able to set up the ** and monitors after a couple days and found that the ** would turn on but not run or function. I did some research on ****** and ******* and found that the ** was missing RAM causing the ** not to start. I reached out and initiated the return procedure which was accepted. I called Amazon customer service today September 15th to see if i could drop the ** off at the local *** store instead of having *** pick it up at my home due to my work schedule. The informed me that they could not change it and it would have to be picked up from my house but *** could be contacted and an appointment scheduled. Within two minutes of hanging up with Amazon customer support I received an email that stated "Because we noticed abnormal activity on your account, we need 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. How will you verify my identity? 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". It continues on to say that if i do not submit a photo copy of my government issued ID I will forfeit my right to a refund. I am reaching out because i do not believe this is fair nor should I have to provide such personal information. I also find this suspicious because the email states during this investigation I can fully use my Amazon account to purchase anything as normal. If my account is suspicious or has abnormal activity shouldn't they lock my account down completely until the "investigation" is complete to protect my identity, address, and payment information?
Business Response
Date: 11/26/2023
Hello *******,

I'm Aqeeb 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.

Thank you for reaching out to us.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund.

Thanks for your understanding. We look forward to seeing you again soon.

Regards,
*****
*****************************
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 submitted a return over two months ago for an apple watch to Amazon, and to this day I haven't received my refund. It was received by Amazon on September 18, and they have yet to release my funds.
Customer Answer
Date: 11/15/2023
ORDER # 114-0801011-3323401
Business Response
Date: 11/26/2023
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.

We apologies for the inconvenience caused with your Order return and refund.

I can confirm that the refund has been issued on Thursday, November 23, 2023 at 7:09 AM (PST)
Refund amount : $328.59

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
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'm contacting regarding two purchases made on Amazon.com that I have returned over 1 month ago for both and still have not received refunds for. I've tried to contact Amazon but the refuse to help unless I provide them with unnecessary private identification.The two orders in question are:Order Date: September 6th, 2023 Order #: 112-1662516-3397865 Item: GIGABYTE B650I AORUS Ultra ITX Motherboard Total Refund Amount: $281.44 Order Dafe: October 14th, 2023 Order #: 112-1893646-5789803 *********** Arc A750 Limited Edition Graphics Card Total Refund Amount: $216.49 As I've stated I sent these returns through *** around 6 weeks ago for the first item and 4 weeks for the second item. Upon asking about the status of my return Amazon refused to help until I upload a valid government document for identification. I do not feel comfortable giving them private information and it is not necessary for me to do so to receive a refund. I have included the email they sent asking for ID, as well as the order invoices for the two items in question.
Business Response
Date: 11/23/2023
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.

We are sorry to hear that you didn't receive your Order.

We have processed refund today Original Payment Method : $216.49

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

For the 2nd Order ending with ****, requesting to submit Government issued identification proof for refund.
Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

We look forward to seeing you again soon.

Regards,
*****
*****************************
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 am unable to write reviews on amazon. they have been writing fake reviews on my account and then banned me from writing real reviews on products I purchased. I didnt notice this until last month when I tried to review and item and it said all reviews will be removed from account. they wrote so many reviews lying in my name its hurtful because I never received or purchased these items. this happened in 2019-2020 mind you I never got a notification for theses reviews then one day I'm scrolling on my email and I see all the lies. so many its confusing I just want to be able to review items. They also only sent 1 notification about a review and I let them know to stop lying on me.
Business Response
Date: 11/19/2023
Hello,

Thank you for bringing this matter to our attention. Based on details discovered during a holistic investigation, we have reinstated the reviewing privileges of the customer.

Sincerely,
Initial Complaint
Date:11/15/2023
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.
******************** Please reinstate my amazon buyer account. As soon as i opened amazon prime, my account was on hold, i submitted my credit card billing statement but immediatley received response from the robot that its not enough. i just want to make purchases from this account. This is my credit card and i request you to open my amazon buyer account. Please and Thank you!
Business Response
Date: 01/10/2024
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 01/10/2023.
Sincerely,
Ann
Amazon.com
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 has failed to provide refunds for returned items and constantly provided incorrect or undelivered items. I would like to speak to an agent with the incidents of ***** chat agents providing false information and refusing **************** for missing refunds and issues with recent orders. Amazon has not provided a sound marketplace experience. In addition to this issue, Amazon has attempted to charge for returned merchandise to my seller account and due to damages of the items and issues with the removal inventory, this is also something that needs to be refunded. This is my last attempt at resolution with Amazon for this issue, customer service, and the charge dating back to Sep 15 ORDER # ***-7549283-1197827 and I will be proceeding with a small claims suit if these issues are not handled in this is not handled in this dispute regarding my account under email ********************** This dispute for this order has been ongoing and has continued to impact my personal finances and needs to be handled immediately.
Business Response
Date: 11/23/2023
Hello ******,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us regarding the defective item Samsung Jet Bot Robot Vacuum with ***************** Control, Precise Navigation, Multi Surface Cleaner and the refund for the returned item.

For Samsung Jet Bot Robot Vacuum with ***************** I see that you have filed a charge dispute with your bank. The dispute was closed in Amazon's favor.

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

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 11/28/2023

Complaint: 20874303

I am rejecting this response because: The issue is the item was defective so this is my last attempt to fix this issue with a return from almost 2 years or I can reopen this dispute and file a legal case against Amazon which is why I am asking for Amazon legal information. I would also like chats reviewed for misinformation given and Amazon agents providing false steps and I want Amazon to reach out to me to address and settle this

Sincerely,

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

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