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

59,627 total complaints in the last 3 years.
21,490 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: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.
I am *************************. I have an Amazon Seller account. I have been operating and selling at Amazon Marketplace but got suspended last 24 July 2021 due to an inauthenticity claim. This suspension stated that my store is selling potentially counterfeit items.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funds amounting to Sixteen Thousand Six Hundred Sixteen ****************Six cents ($16,616.56) that needed to be withdrawn as soon as possible.From the start of my business, my store did the dropshipping model, where my team allowed our supplier/s to deliver all our items from their warehouse straight to the customers; because of this, we had no opportunity to physically check and inspect all our items. We made sure from the start that all our supplier/s are authorized and legitimate; because of this, we are very complacent that the items that our supplier ships to our customers are authentic, legitimate, and not counterfeit. I am humbly asking your good office to help us negotiate with Amazon to reactivate my account and withdraw my funds amounting to $16,616.56. 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 been abiding by the policies and guidelines of the Marketplace. Thank you for the time to read my request. I hope that you can assist me in this matter. Good day.
Business Response
Date: 11/17/2023
Hello,
We have reviewed the sellers account and we are unable to reinstate their selling privileges.We are unable to provide information on our investigation methods. Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the seller of this decision by email on November 17th 2023.

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 placed an order with Amazon on 11/5/2023. Three items did not arrive. I was told multiple times new dates that they would arrive. Finally, I was told that if they did not arrive any 11/14/2023 that I could call Amazon and get a refund. The website confirms this and I took a screenshot. When I called Amazon, I spoke with several people including some who claim to be superiors. All said the system will not let them refund my money and to wait two more days. I told them this was unacceptable. This has already been drug out and I was promised they would process a refund by 11/15. One so called supervisor, **********, raised his voice with me when I said that I wanted to feel heard that this was unacceptable. He then told me there was nothing he could do and that he was given authority to end the call and hung up on me! Is this how Amazon and their supervisors treat their customers now?
Customer Answer
Date: 11/15/2023
What is worse is that three sweaters were mailed from Amazon in the same package. One sweater (Order# 112-7922953-2649829) was finally refunded. The other two sweaters, (Order# 112-6321142-5834622) they refuse to refund because some. glitch in the system says to wait even longer. How is is even possible that a company is willing to return one of the items in the package that is late/missing but not the other two?
Customer Answer
Date: 11/16/2023
I was asked to jump through hoops and answer questions and email them back. After that, I was refunded for the two sweaters. This does not settle the horrific treatment that I received on the phone by more than one agent including a supervisor who hung up on me. When I asked questions about the amount of the refund because the promotions they said where taken did not align with the order details on my account, one representative told me they were giving me a $5 Amazon promo for all my trouble. This is not very much, but I was like ok. Then she transferred me to someone who said, "sorry, we can't do that." Then he told me I should be thankful to Amazon to have coupons taken out of my order in the first place! None of the people I speak with seem to listen or understand anything. Most of them, especially the men talk over you. They almost all have attitudes and want to get off the phone quickly. If you ask for a supervisor, they say, "I could, but they'll just tell you the same thing." Many put you on hold and don't tell you. So when you are done speaking you ask if anyone is even there.
The worst thing is that after this happened, I received an email telling me that there is suspicious activity on my account, and that I will not be refunded for any of my recent returns if I do not provide a government ID. I called ********************** back and I did do this, but I am very upset that I was asked to provide personal information for returns that were already accepted. My mother-in-law just passed away. I ordered a bunch of dresses to try on for her funeral and viewings. I sent the ones that didn't fit or weren't right back. They ALL had free returns. People shop for close on Amazon BECAUSE of the free returns and you can try things on and if they don't fit well, you can return them. I did this also recently to try on sweaters for the Fall/Winter season. EVERY single item I send back is brand new with tags. It is wrong to offer free returns for clothing and then flag an account for suspicious activity for too many returns that are supposed to be free!
I feel violated and blackmailed for my private information in order to be refunded for returns that were already accepted and sent back. This practice is highly unethical. NONE Of my private information better be sold.
Business Response
Date: 11/19/2023
Hello ****,

I'm Praveen 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 trouble you had with the order.

I've checked and see that our customer service department issued refund for the order. I've forwarded the feedback to the concerned team so that they can work on future improvements.

I would request you to please let me know if there are any outstanding items which needs to be look into so that I can help you.

We look forward to see you soon.

Regards,
Praveen M
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 purchased a phone from Amazon on September 19th and I never did get my refund back to my credit card after I returned it. I have been more than patient with them. I just got off chat with a customer service rep and I was told I wouldn't not receive my refund without uploading a valid ID and yes they did get the phone back.This is an unacceptable practice.Order no 113-7944950-8380255
Business Response
Date: 11/16/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with returns.

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 the mentioned orders.

Thank you for your cooperation.
Regards,

******************************
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.
Account was closed, but gift card balance was not cashed out
Business Response
Date: 12/21/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 12/21/2023.
Sincerely,
***
Amazon.com
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 BOUGHT TWO PACKS OF AMAZON PADDED ENVELOPS AT THE ***** ON THE *** SITE WHICH IS SHOWED YOU IN THE INVOICE AT **** CENTS EACH . THIS HAS HAPPENED BEFORE THEY NEVER SENT IT YES I GOT A REFUND , BUT I ASKED IN THE **** IF I CAN BUY IT AGAIN AT THE ORIGINAL ***** , THEY SAID NO AND GAVE ME MY ORIGINAL MONEY BACK AND A CREDIT AFTER MUCH ****** OF **** . NOW THE ***** IS AS SHOWN ***** EACH THEY LIED AND SAID THEY SENT IT BUT LOOK AT THE *** *** SITE THEY NEVER SENT IT JUST MADE THE ******* THIS IS VERY WRONG I WANTED THE ENVELOPS AT THE ***** THEY HAD IT . INSTEAD THEY JUST DID NOT SEND IT MAYBE B/C THE ***** POSTED AT THE **** I BOUGHT IT WAS WRONG B/C THE SAME THING HAS HAPPENED BEFORE THEY ARE TERRIBLE
Customer Answer
Date: 11/15/2023
I just wanted to say I am also a prime member and this item was listed as prime and was supposed to ship and get to me in two days instead they never shipped it I still believe b/c they have done this before they made a mistake in the price so they just do not ship it and hope you ask for a refund I am asking them to let me rebuy the items at the same price as was listed since they did give me my money back , but would not let me rebuy it at the same price which now is doubled its very wrong what they do , again this has not been the first time this has happend , but I never took action before , but they can not keep doing this thank you *******************************
Customer Answer
Date: 11/15/2023
I spoke to a supervisor that helped me buy the item again at the original price can you close this case
Business Response
Date: 11/16/2023
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.

Im sorry to learn that the order ending in **** could not be delivered. It is certainly not what we expect our customers to go through.

I understand that the price was changed on our website when you tried to re-order. We strive to maintain low and competitive prices on everything we carry. Please be assured that we have taken your feedback regarding this.

I see that our customer ******************** team has issued $18.00 promotional credit in total on your account as an exception.

Once again we apologize for the inconvenience and frustration this situation has caused you.

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: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.
Good Flora ****** ********* Product Shipped To *********************************************************************** Did Make An Effort In Supplying Current Address ************************************************************
Business Response
Date: 11/16/2023
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 reviewed your complaint and the mentioned order#***-0804835-0960220 is shipped and delivered to you on Wednesday, October 2 to given *************.

If you have any concern on this order, request you to write back to us by replying on this email.

Happy shopping with Amazon.

Regards,

*****************************.
Customer Answer
Date: 11/16/2023

Complaint: 20872708

I am rejecting this response because:
Address Correction
*****************************
140 **** Drive
*********, ** 94565-5422

Sincerely
Business Response
Date: 11/18/2023
Hello *******,

Thank you for writing back to us, I've provided the BBB with a copy of this message.

Request you to confirm if your order#***-0804835-0960220 is not delivered to you.

If you have any more concerns related to this product, request you to elaborate your concern by replying on this email.

Regards,

*****************************.
Customer Answer
Date: 11/20/2023

Complaint: 20872708

I am rejecting this response because:
Product Hasn't Been Delivered To ************ Mobile Homes ***********************************************************
Sincerely,

*****************************
Business Response
Date: 11/21/2023
Hello,

Thank you for writing back to us.

Unfortunately we are unable to make any actions on the order as it is already delivered.

To confirm the order is delivered to chosen address and our logs show that no change from Amazon is made after you placed the order.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 11/21/2023
Order Wasn't Received.
Request Full Refund, Or Fill Order and Send To ***************************** ***********************************************************
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.
Dear officer, I purchased a pair of gloves, a reflective vest and a set of bike fenders. The items were all marked for free returns. The purchase was on October 31, 2023. The gloves and bike fenders were the wrong size and the vest broke within a few wears. I requested a refund for the items and Amazon said they would not process any refunds or provide any replacements unless I gave them a copy of my government issued ID, in this case my ***** drivers license. They claimed without proof that they observed suspicious activity on my account and they required my ID. When I called and said I would not provide my ID as I have a right to protect my information, they said they would not refund me unless I gave them my ID. The policy they advertised with the products said free returns in new and unused condition. Two of the products are unused and the third is defective. These all fall within their advertised return policy. I did not agree to give my ID to ********************** at any point and I will not compromise my personal information for Amazon to violate the agreement they had with me. Please help me resolve this issue and thanks in advance. ****************
Business Response
Date: 11/16/2023
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.

Im sorry to learn that the items you recently ordered were not as expected. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

However, I would like to inform that, 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.

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

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

Thank you so much 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 December 29 2022 i purchased a computer monitor from amazon for $1201.72 after tax. On september 23 2023 i initiated a return with amazon for the product where they told me they would make and exception to their standard return policy and issue me a full refund. I shipped the item back to them on september 25 2023 and paid over $100 in shipping supplies to make sure it was shipped to them safely. On september 28th 2023 both the amazon website and the *** tracking showed that amazon received the item back. It is now november 14 2023 and i have not received my refund. I have contacted amazon customer support about this multiple times and they just tell me to keep waiting. This is an unreasonable amount of time to have to wait for a refund when they already have the item back.
Business Response
Date: 11/16/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with Order ID: *******************

We've processed a refund of $1201.72 to your original payment method on Wednesday, November 15, ******************************************* 3-5 business days.

I hope this information helps.

Happy shopping with Amazon.

Regards,

*****************************.
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.
Two transactions dated: September 19 2023, and October 26 2023 I paid ****** + a $86.24 Amazon gift card for the transaction on September 19. I paid $419.74 for the October 26 transaction. Total ******* + $86.24 gift card. The company committed to a seven day return and customer satisfaction. I would like my returns processed and refunds issued. Amazon has repeatedly put me off by prolonging the date and telling me theyll contact me back which they never do. I was given a ***** hour window for them to reply and its been over that now. On top of this the time is far beyond the stated return time. Sept 19 Order 701-0117757-5167465 - tracking number **************** Canada post Oct 26 Order 702-3595419-4937835 - tracking number 1Z 30E 754 91 **** **** *** I recently ordered many items across various retailers and ran into some issues with used items. Particularly two items. They sent me two used items that were not the right item and have gone far beyond the stated refund time.
Customer Answer
Date: 11/15/2023
I received an email from Amazon now telling me to contact them by December 3 if I dont hear anything back. This is absolutely ridiculous and they have the items back already. I want my refunds. I have been given so many dates outside the initially stated 7 days.
Business Response
Date: 11/16/2023
Hello *******,

I'm Praveen 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 trouble you had with the order.

I've checked and see that both the orders are shipped and delivered as per tracking. However, in this case, you will need to wait till November 23, 2023 for order ending with **** and till November 28th for order ending 7835.

I would request you to wait till the above dates before we can take any action. Our returns team will send you an email once the item is processed.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/16/2023

Complaint: 20872664

I am rejecting this response because: Amazon provided me with two more dates on top of the previous five. No refund was issued yet. I must wait until Nov 23 and Nov 28 to see if they actually solve it according to their reply so the case must remain open until then. I do not have faith in them to solve the issue on their own without the assistance from the bbb.

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 had returned this item because, when recieved there was no product within the product box. Although I had returned it to Amazon with this context explained I was notified for abnormal activity even though there really was nothing in the box. It has been like this since September.
Business Response
Date: 11/27/2023
Hello ********,

I'm Praveen 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 issue you had with the order.

I've checked with the concerned department and have been informed that the order cannot be refunded as the return time already expired on October 21, 2023.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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