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

59,770 total complaints in the last 3 years.
21,528 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:09/24/2023
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.
Amazon Closed My Account despite me reasonably used in about 4+ more years, they SHOULD NOT close my account because I HAVE NOT DONE ANYTHING WRONG!
Business Response
Date: 10/12/2023
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 **********.

Sincerely,
Amazon.com
Customer Answer
Date: 10/12/2023

Complaint: 20648796

I am rejecting this response because:
First, I did not do anything wrongs, simply saying violation of term isnt convinced that Im not treated unfairly by the account specialist or the system programmed.
Second, being an Amazon customer for 4 years more and subscriptions to their Prime membership, even if there is a violation, it doesnt have to be like this, they should be giving a remedy, or one more chance, despite Im just not aware of any violations I have done in the past.
I hope they understand and at least giving one more chance to me, they are humans, they even make mistakes,their employees or systems even made mistakes. Not giving a chance is assassination to the right of human nature.

Sincerely,

*******************
Initial Complaint
Date:09/24/2023
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 writing to file an appeal against the recent AZ Claim decision made by your team regarding Case ID: *******************. I am deeply concerned about the handling of this case, which has not only violated Amazon's own policy but has also raised questions regarding its legality.First and foremost, I would like to emphasize that I was not given a fair opportunity to respond to the case before a decision was reached. Amazon's policy clearly states that sellers should be provided with a chance to provide evidence, clarify their position, or resolve issues with buyers before any final decision is made. However, in this instance, a decision was made without due process.This lack of communication and opportunity to address the concerns raised by the buyer goes against Amazon's commitment to maintaining a fair and transparent marketplace for both sellers and buyers. It is essential that Amazon's policies are followed consistently to ensure a level playing field for all parties involved.Furthermore, this decision not only violates Amazon's policies but also raises questions about its legality. It is crucial for Amazon to comply with the laws and regulations governing e-commerce and consumer protection in order to maintain its reputation as a trusted marketplace.I kindly request the following actions be taken:Review the case thoroughly and impartially, taking into account all available information and ensuring that Amazon's policies and applicable laws are followed.If it is determined that the decision made was unjust, please rectify the situation accordingly and ensure that my seller account is not unfairly impacted.I take my responsibilities as an Amazon seller seriously and am committed to providing excellent service to all customers. I believe in the integrity of the Amazon marketplace and trust that this matter will be resolved promptly and fairly.I appreciate your attention to this appeal and look forward to a swift resolution.
Business Response
Date: 09/29/2023
Hello,

We have reviewed the information regarding seller's claim on order 701-8065486-0921835 upon further review, we have decided to uphold our original decision because seller did not respond to the buyers return request before the claim was filed.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Initial Complaint
Date:09/24/2023
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 returned two items that were received by Amazon. However, the cost for the two items were still showing on the ************** statement. I initiated a dispute. I called ************** again today and still cant understand if the proper adjustments have been made because the staff person who handled my call indicated that the charges were still included in my statement?
Business Response
Date: 09/27/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order# ***-1414001-7981043 regarding the charge.

Based on order details, for both the item the refund of $15.89 processed on Sunday, July 9, 2023 and the refund of $88.04 processed on Tuesday, July 18, 2023.

From our end the refund is processed to your gift card balance which you already used place recent orders.

If you still seeing charge, please contact your bank as there is no issue from our end related to the charge.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 09/27/2023

Complaint: 20648752

I am rejecting this response because:

when I called synchrony bank this weekend associated with my Amazon account I was told that the two charges are still included in my Amazon credit card.

please contact Amazon again and request that the two charges are removed from my Amazon credit card.

Sincerely,

*****************************
Initial Complaint
Date:09/24/2023
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.
Amazon has continued to charge me for a prime membership even after I have cancelled the membership.
Business Response
Date: 09/27/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the Prime charge on your account.

Based on account details, the ********************** on your account is cancelled on April 02, 2022 and I see there is no charge made for prime.

If you still see charges related to prime on your card, I request you to contact your bank and raise dispute for the charges.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:09/24/2023
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 orderd a television from Amazon. I waited and the site said my TV 58 inch insignia would be delivered on 16th to 18th then said out for delivery. Never showed. I canceled and they said the 307 and some change would return back to my card! Never did!
Business Response
Date: 09/27/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order# ***-3786427-1855405 regarding the charge.

Based on order details, the order marked as cancelled and we amazon only charge once the item is shipped.

Here in this case as the order cancelled before it get shipped, you were not charged for it and the charge you are referring is just authorization. The authorization charge will be reversed automatically.

If you still see the charge please contact your bank and check for the update and transaction history.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 09/27/2023

Complaint: 20648620

I am rejecting this response because:
Incorrect. I called Amazon and it was deducted from my account! I went on to ********************** web site and it showed arriving today on 18th. I called you because it did nit show was nit delivered. It was around 6:30 or something like that. It said then running late. So I decided to cancel. I have already called bank. I had alot of fraud on my account with Bancorp. Some It tech had gotten into my account and possibly used my info to open chime or sofi plus wich is another like regular sofi. It possibly cross referenced me with the double account and doubled me with same name working here in Pa. Pretending to be in *********. Working with IT tech to Steal from others this way as well! I also have an issue in the same. Money is deducted not on hold. Shows the transaction, then dissappears from my account, though the money is still not returned or freed up as a pending. It's just a total 100% theft all the way around!
Sincerely,

*************************
Initial Complaint
Date:09/24/2023
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 closed my account with out conversation or review with me. They consistently tell me a service rep will contact me but that is never the case and they only communicate via email. First they said they suspected fraud and asked me to provide verification which I did. One time via email they provided a terms and conditions and said I may have violated yet in a hundred page document could not identify one specific action. The story changed regularly with different representatives telling different stories. I had been a loyal Amazon customer for over 20 years. Id like the account access restored.
Customer Answer
Date: 10/10/2023
Why has this not been addressed? I have seen no update.
Business Response
Date: 10/11/2023
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 **********.

Sincerely,
Amazon.com
Customer Answer
Date: 10/22/2023
If Amazon refuses to re-open my account they must return to me the $2000+ of Amazon gaming coins they prevented me from accessing when my account was closed.
Business Response
Date: 10/27/2023
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 **********.

Sincerely,
****
Amazon.com
Business Response
Date: 11/08/2023
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 **********.
Sincerely,
****
Amazon.com
Business Response
Date: 12/07/2023
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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 12/06/2023.
Sincerely,
***
Amazon.com
Business Response
Date: 01/08/2024
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
Initial Complaint
Date:09/24/2023
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 made an order on Amazon in May, but I found out that my account was closed by ********************** for "misuse of services" shortly after. My order was later cancelled by Amazon. I contacted Amazon customer service and account specialist for multiple times. They only sent me automated messages for the first few times, and later responded that they closed my account because I asked for refund for too many times. I clarified that I had never asked for a refund in any of my orders. Amazon replied that they would stick with their decision and said they would never respond to me anymore. Amazon closed my account for a nonexistent reason and refused to restore my account.
Business Response
Date: 10/10/2023
Hello, My name is ********, and I am a member of the Amazon Account ******************** team. *************** on behalf of your BBB inquiry #********. I've reviewed your e-mail, and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the violation of our policies. Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one. Im sorry for any disappointment caused and appreciate your understanding. Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the "Your Orders" menu on Amazon.com.Best Regards,Victoria,Escalation Specialist Amazon.com *****************************
Customer Answer
Date: 10/23/2023
I received a reply from Amazon, which stated that my account was linked to another account. Unfortunately, the reply appears unsubstantiated and fails to address the core issue, leaving the matter unresolved. I also could not view my purchased digital content. Therefore, I kindly request a follow-up on this matter to address and resolve the issue. Thank you.
Business Response
Date: 11/04/2023
Hello,

We have restricted your account to ********************** purchases only. Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on ********************.

Due to repeated violations of our Conditions of Use, we will automatically cancel all non-digital orders placed on Amazon.com and if you were charged for the order we will process the refund.

To learn more about our policies, go to Amazon.com Conditions of Use:
www.amazon.com/conditionsofuse

If you would like to appeal this decision, reply to this email to reach an account specialist. Please do not contact our **************** team, as they cannot reverse this decision or share more details on this matter. They can only confirm that we sent this message and help you with technical issues.

Account Specialist
Amazon.com
www.amazon.com
Initial Complaint
Date:09/24/2023
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 Better Business Bureau,I am writing to formally file a complaint against Amazon regarding my request to release funds currently held in my seller account, GZM Business. My account was temporarily deactivated under Section 3 of the Amazon **************** Solutions Agreement. However, it was successfully reinstated on August 23, 2023.Since the reinstatement, I have sent several fund request letters and numerous follow-*** to Amazon. Regrettably, I have not received a response, and they have recently informed me that they are still investigating my request.As a result, I am reaching out to request your support in drawing Amazon's attention to the issue and encouraging them to release the funds currently being withheld, as these funds are crucial for our business operations.I anticipate your swift response and greatly appreciate your help in handling this issue. If you have any inquiries or concerns, please feel free to contact me at the email address provided.Warm regards,**************************************** GZM Business ************************* **************
Business Response
Date: 09/28/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Initial Complaint
Date:09/24/2023
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.
My amazon account was closed without warning. They provided a link for me to review the terms and conditions but I cant access it because I dont have an account any longer. They dont tell you if all the subscriptions you had were cancelled. They take away access from all the kindle books that were purchased with no means of reimbursement or offering any means of access.
Business Response
Date: 10/10/2023
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained,used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon.

Amazon further 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 29 September, 2023.

Sincerely,
Amazon.com
Initial Complaint
Date:09/24/2023
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.
On September 23rd,My Amazon Business account has been suspended for no reason.I tried to contact their customer service personnel, but the problem was not resolved.I have not committed any violations.I hope Amazon can restore my account.My Business account: *********************
Business Response
Date: 10/18/2023
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 **********.

Sincerely,
****
Amazon.com

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