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

59,759 total complaints in the last 3 years.
21,511 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:11/10/2023
Type:Billing 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.
My Amazon Account was hacked through a windstream email account. My password was changed and 2 step verification enabled locking me out of the account on Oct. 28, 2023. I locked my credit card associated with this account. I contacted **********************, explained the situation, and requested the account be closed. Each time I speak with the Account ************* they tell me they are sending it to their fraud team for an escalation and resolution. I'm then told I will hear back in ***** hours. I continually call after 48 hours. Today was the 4th time I spoke with them making the request to close the account and again I was told it was being sent to the fraud team for escalation and I'd hear from them in 48hrs. They are telling me there is no one else for me to talk to above them. I would greatly appreciate any help in resolving this situation or advising me on what steps to take in dealing with them. I just want the account closed so I can move on. Thankyou for your time.
Business Response
Date: 11/11/2023
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 account closure.

Upon reviewing, we see the account status is updated as closed listed with the name **********;Nicklas.

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: 11/21/2023
The account with ********************** has been closed. Thankyou for your prompt attention in helping resolve the situation.
Initial Complaint
Date:11/10/2023
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 use amazon for more than 10 years now. I purchased an item from amazon on Oct 27th with Order# ***-2122665-6775412 using gift card. Then I received the item but unfortunately the seller's delivery person left the consignment in the open area when it was raining on rainy day. The electrical and wood components in the package were damaged due to rain water. All the pictures were shared to the seller and he offered to give me the full refund to re-order it again without return as the box and item were water damaged.Seller confirmed they processed the refund and I also received email from amazon about the refund completed. But my gift card balance isn't showing the $178.07.... I want to resolve this by either refund or replacement.Please help to resolve this issue.
Business Response
Date: 11/11/2023
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 refund for the order 113-2122665-6775412.
After careful review, we see refund for the above order was issued in gift card for $178.07 on November 9, 2023, however it was revoked at later point of time.

Upon reviewing, we see the gift card balance used on the above order were utilized from the gift card order 113-6112871-3388246, placed on October 26, 2023. Due to technical glitch the gift card amount was shown wrong when redeemed in the account, as a result our team has cancelled the order and revoked the gift cards used from this order and issued a manual refund on it for $414.40 to your original payment mode on Sunday, October 29, 2023. You would be able to ******* in 3-5 business days. This time frame may vary from one financial institution to another.
Hence, when the gift card refund for $178.07 was issued it was revoked from your account, as it was used from the order 113-6112871-3388246, which was refunded earlier.
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: 11/13/2023
Hi *********,
Thank you so much for your email.
I appreciate your research on the order 113-2122665-6775412 and sharing with me. I do understand now why the refund gift card was revoked. It seems I redeemed 10 gift cards for a balance of ***** = $207.20
However, this was revoked twice. The initial gift card order 113-6112871-3388246 was placed from my personal amazon account******************** and on the next day I used my household amazon account(********************) to place the 113-2122665-6775412. The reason for this household account is to purchase items for my kids and parents as they don't know how to use online and do shopping and I maintain these both the accounts and I the owner for these accounts.
The problem here is after placing the order 113-2122665-6775412 the next day my personal account with email address ******************** gift card balance was also wiped for an amount of 10 * ***** = $207.20.
So, now the gift card has been revoked in my household account(********************) too from the refund for the damaged product. That was the reason I had to reach BBB after multiple calls to the amazon customer support and through chat.
If you can research this and help me it would be really helpful. Please call me if you need more information.
Thanks
Kavi
Business Response
Date: 11/15/2023
Hello,

I'm Prashanth from Amazon.com.

The order total for 113-2122665-6775412 is $178.07 and its not $207.20. The gift card balance was used only for $178.07 from the order 113-6112871-3388246.
Since the order 113-6112871-3388246 was already refunded for $414.40 the gift card balance for $178.07 has been revoked.
We are unable to issue any further refunds on the order, as the refund for original source of gift card has been already refunded.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:11/10/2023
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.
Hello, Amazon has deactivated our account without any notification. They suspended our account directly and accused us of selling counterfeit products. However, we haven't sold a single unit of the mentioned product. It has been listed for only two months, was not live on Amazon, and the listing was inactive. Moreover, the product was still in the **** not even reaching the Amazon warehouse. Despite this, Amazon deactivated our account.All our listings, including the inactive one, have been removed, and Amazon has not initiated a removal order. Our remaining inventory is still in the Amazon warehouse, and they are not allowing us to create a removal order for it. I opened a case, and they are asking us to wait for the account reactivation. However, they are not providing any timeline for when this reactivation might happen.Furthermore, there is a disposal date for the remaining inventory, and they are not allowing us to create a removal order for those products. They claim that we are ineligible for a removal order. Our entire inventory is sourced from legitimate suppliers, and there is no issue of counterfeit with the other products. We are concerned about the disposal of our inventory, and it seems uncertain whether Amazon will reactivate our account or not.Our main complaint is that Amazon deactivated our account without any notification and without providing us with any time to address the issues. We want to create a removal order for the remaining inventory so that we can retrieve it to our warehouse.The storage fees for this inventory are accumulating, and it is causing a significant financial burden as our account is currently deactivatedIt is unfair for Amazon to suspend our account on the basis of selling counterfeit products when the listing was not even active, and no units were sold. If there had been a suspension after selling a few units, it would have been more understandable
Business Response
Date: 11/13/2023
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 11/13/2023.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:11/10/2023
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.
After purchase of product, seller was rude and had made an error with sending product in two different shipments without communicating. I decided I didn't want the product and the seller acknowledged return but sent me a "postage required" label which left me no choice but to pay $554.45 for two boxes to go back to Seller. After discussion with Amazon prior to shipping, I was told that I would definitely get my shipping costs back once the item was received by the seller. The seller said the product came back but now Amazon won't refund my shipping costs.
Business Response
Date: 11/11/2023
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 caused with regards to return for the order 113-0751594-0963426.
Upon review, we see you've requested shipping refund to the card, which was used as payment mode to return the item. Kindly, confirm if the card is added in your Amazon account, so that we can check for possible options.

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:11/10/2023
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 repeatedly been allowing the scamming seller HopeLeadsToFaith sell bootleg expensive LEGO sets. My family are far from the only victim as can be seen on LEGO enthusiast forms, yet Amazon continue to protect us consumers! ASINB09XWBR755 Item model number6385809
Business Response
Date: 11/11/2023
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 have reviewed the complaint you have shared with us in detail, and have tried identifying the issue from the information you provided. We need more information to proceed.

Please share more information like the full Amazon order numbers as well as a detailed description of the issue so we can research and assist further.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/13/2023

Complaint: 20852353

Hello *********.
Thank you for the quick response.

As stated in our initial complaint this seller HopeLeadsToFaith is known on major brick collecting forums such as Reddit's /r LEGO and Brickset for selling bootleg sets as authentic, yet Amazon has never done anything to protect us consumers from him.

Here are some ASINs he is known for abusing:
B08DP7DLZ1
B00HHGP6A4
B00J4S2XSQ
B09XWBR755

Sincerely,

***************
Business Response
Date: 11/16/2023
Hello,

I'm Prashanth from Amazon.com.

Thank you for bringing this matter to our attention. We reviewed the information you provided but are unable to action upon your request for the following reason(s):

We need more information to continue the investigation.

-- The order IDs

-- Relevant images pertaining to the item including the shipping details from the order.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:11/10/2023
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.
We purchased five $200 **** gift cards on Amazon. We used a virtual card to purchase this that is only good for 24 hours. We inputed the card and then we got kicked out of our account. ********************** took it upon themselves to try to hide the order and say that it was fraudulent activity thank goodness I have the order number still and the emails that I screenshot it. I do not think by any means Amazon has any legal right to decide on our Amazon account what is fraudulent and what is not. Amazon did not even send an email or a text message asking to confirm this order to be sure it was us. They completely just decided on their own that it was fraudulent. Which it was not this order was placed by us being shipped to our address. I have read a couple more forums where it shows that this has happened before to other people who are making large purchases. Amazon needs to send notifications first asking the consumer if they had made this purchase or not not just delete it completely. Now I may have to wait 21 days for that money to go back on that card and this was for Christmas.Honestly I just want my stuff if we can do that. When I called customer service they cannot transfer me to someone who can assist me. If you cannot send me my stuff please refund that card immediately because again is only 24-hour virtual card that I used.
Business Response
Date: 11/11/2023
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 **** gift card order.

Kindly, help us with the registered email ID of the account through which the order was placed, so that we can review and help you further.

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:11/10/2023
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 ordered a new light for my fish tank. When I went to checkout I made sure that I had to sign for the delivery. When the tracking got updated it said it was left at my porch, and it wasnt there. I had to sign for the light and I never got a knock. It has been multiple days, and I have contacted amazon over 5 times but they say to file a police report, but I dont even know if it has been stolen.
Business Response
Date: 11/11/2023
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 114-8351535-2236212.
After careful review, we see the information communicated by our team is correct. In order to determine what went wrong, we request you kindly file a police report, so that we can investigate it from our end and help you further.

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Note: Kindly share the report on or before January 6, ****. Please ensure to get a Police Report and contact back before this time.

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: 11/15/2023

Complaint: 20852219

I am rejecting this response because:
First of all my package was a day late, I should get a refund for this. Now you want my ID so you guys can go through with the report? Just refund me and Ill close the case, the package was late. I had to sign for it, IT SAYS PACKAGED LEFT ON DOOR. Which doesnt make sense I HAD TO SIGN FOR THIS PACKAGE. I never got it.
Sincerely,

***********************
Business Response
Date: 11/20/2023
Hello,

I'm Prashanth from Amazon.com.

I'm sorry for the inconvenience you've experienced with regards to order 114-8351535-2236212.
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.

Regards,

*********
Initial Complaint
Date:11/10/2023
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 customer service wants to text /or email a "confirmation" in order to have access to customer service, if you refuse they hang up. I did not know if I had an account or ordered as a guest, and I was hung up on an employee named ****, who said that she had to hang up, which indicated that limiting customer service is a corporate practice. I then sent a text to resolve the matter (my package was either left unsealed or ripped open and I did not receive my purchase) and I was sent an email asking for redundant information. I feel that they attempt to make the return/refund process difficult intentionally. I want a full refund.This is not the first time that I have had a package discovered open or partially open, and I believe that they should improve their delivery service, or make it easier to refund customers. Their process has wasted about an hour of my personal time with calls and texts, and still has not been resolved. Please help, thank you.
Customer Answer
Date: 11/22/2023
I emailed amazon the original invoice , sent by them, along with all of information that they requested, but they still have not refunded my money. Please assign someone who can help, because the person who received my complaint closed it. I think that employee either has a very poor work ethic or a very inappropriate relationship with Amazon. I'd like my complaint to receive the attention it deserves. Thank you.
Business Response
Date: 12/10/2023
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.

Im sorry to learn about the problem with your order and unpleasant experience when you contacted our customer ******************** team.

It is certainly not what we expect our customers to go through.

I have reviewed the complaint and order details,I see that the team is requesting for the Incident Report as the report submitted by you was incorrect and incomplete.

I request you to help the team with the incident report so that the team will investigate and help you with refund.

We appreciate 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 ,

********
Amazon.com
***********************************
Customer Answer
Date: 12/14/2023

Complaint: 20852206

I am rejecting this response because: after many attempts to resolve the matter with Amazon directly, which include
-Sending them all information regarding the order, including the original invoice, ,, and I was still not issued a refund.
-Explaining the details of the box being left wide open.and without my products.
I have taken matters into my own hands with my lending institution and have canceled the payment. Shame on Amazon for it having to come to that. I've forewarned my family and friends this holiday season, and you should forewarn consumers as well. .
-

Sincerely,

*****************************
Initial Complaint
Date:11/10/2023
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 November 6th, I received an email from amazon saying that they closed my account while they did not specify the reason. The email reads as follows,Hello ,Your Amazon account has been closed in accordance with the Amazon.com "Conditions of Use":************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Why did this happen?We took this measure because we believe your account has not complied with the Amazon.com "Conditions of Use".Has your account been closed in error?If you believe there has been an error, please submit the following information:-- An explanation for the activity occurring in your account.-- Evidence or examples that demonstrate your account complies with our "Conditions of Use".How do I send this information?Send an email that includes the above requested information to buyer-account-appeals@**************************** **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.Amazon.com I have not conducted any activities against their "conditions of use". And I still have over $250 Amazon balance in the account. I think it is illegal and unfair that they will take that from me. Amazon also did not have any prior communication or gave me any warnings. Their behavior is like robbery to me. I hope they could reactive my account. Even if they could not, they should refund me my account balance.
Business Response
Date: 11/21/2023
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 11/16/2023.
Funds in your account (if any) will not be disbursed.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 11/22/2023

Complaint: 20851993

I am rejecting this response because: Amazon claims I violated the terms and conditions but I do not think I have. If I have, why would they refuse to specify the reason? And even if they close my account, I should be *********** my account balance, which is my property. Amazon has not rights forfeiting it from me. If they can close any account they want and get the account balance, I am sure they would do so for no reasons, which I am suspecting is exactly what's happening on me.

Sincerely,

*******************
Initial Complaint
Date:11/10/2023
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 11/3/2023, I received the email from Amazon that it said my account has been closed permanently. Then I explained and provided evidence/example to them to let they believe they closed my account in error. But they responded like an Ai answer mode and told me "may not reply to further emails about this issue" on 11/5 (see attach document). In addition, they changed the reason of why my account was closed. And this reason was fake. I called their customer service phone number to solve the issue, they said they would send an email in ********************************************** fact, the email that I received just similar to the first email (which told me the account was closed), it was not helpful to me to solve the issue. Then, I called they again on the other day, they continued to said that let me waiting for the email in 24 hours. And for this time, I didn't received the responds.To sum up, Amazon thought me had some prohibited, illegal, or fraudulent activity and then closed my account without any reasonable evidence and explanation. They even asked me to explain and provide evidences to indicate they make an error. And I didn't see that they are trying to help me solve the issue/open the account.
Business Response
Date: 12/21/2023
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.
Sincerely,
****
Amazon.com
Customer Answer
Date: 12/21/2023

Complaint: 20851935

I am rejecting this response because: The Amazon staff just made a perfunctory effort. After I made this complaint, I received an email which was the same as before that told me the account was closed and I could explain if I though it was an error. Then, I wrote a very long response email to explain the activities of my Amazon account in details. But Amazon never give me a response or reply. Based on the previous attachments I provided, I suspected my Amazon account was closed by robot or AI. The Amazon staff didn't prove the right of wrong of the result (closed my account). The response (Amazon staff sent to BBB) also not provide any evidence to prove my account was violation of the Amazon.com "Conditions of Use." I am the user and the customer of the **********************, I have right to know the truth related to my account. The most unacceptable thing is Amazon even "threatened" to prevent me to create new account (see the previous attachments I provided). I didn't know this "threaten" was sent by robot (or AI) or Amazon staff, they were such disrespect me. Amazon as a famous company, I am very disappointed, they didn't care about me as a customer because they have a lots of customers.

Sincerely,

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

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