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

59,704 total complaints in the last 3 years.
21,549 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:09/22/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I returned the product from order No. 113-8890186-9133806, I paid for the shipment on 07/13/2023 through DHL with invoice # ********** for a value of ******* ********* pesos, Amazon received the product, made the disbursement of the money to my account but has not refunded the money for the shipping costs, because according to the Amazon Agents the product has not been processed by Amazon and 2 months have passed, so I request the refund shipping costs immediately.
Business Response
Date: 09/25/2023
Hello Yeimer,

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 and I understand you had to pay for the return.

Unfortunately we are unable to get any option to refund as the item wasn't processed in our fulfillment center and also its out of return time.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:09/22/2023
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.
ISSUE: Dropshipping policy violation Dear Better Business Bureau,I hope this letter finds you well. I am writing to formally appeal the deactivation of my TRESO LLC seller account on **********************, which has been inactive for nearly two years due to unfulfilled orders marked as SHIPPED. I want to emphasize that we have taken several measures to address the root cause of the problem and have provided ample evidence that we have successfully shipped and delivered orders to our customers in good condition and on time. We have also refunded all affected clients as a sign of our commitment to rectifying any issues.To further ensure compliance with Amazon's policies and agreements and to prevent future infringements, we have developed a comprehensive plan of action and preventive measures:Conversion to Amazon FBA: We are converting 100% of our inventory to Amazon FBA. This step will guarantee that all products listed meet Amazon's standards and ensure timely delivery to our customers. We will gradually implement this plan over the next three months.Enhanced ***************** We have designed a response plan to provide quality customer service, responding to all inquiries within 24 hours and resolving order-related issues within a maximum of 48 hours. This commitment to customer service will help maintain our clients' trust.Rigorous ***************** We will implement strict order management controls, including the use of receipts and invoice registers to support the shipment process. Smart calendars will ensure timely deliveries.External Audit: We will engage external Amazon policies and agreements experts to conduct audits of our management processes to guarantee that we adhere to Amazon's policies and avoid any future violations.Order Cancellation and Shipping Delays Avoidance: We are committed to avoiding order cancellations and shipping delays by ensuring that all orders are fulfilled within five days of placement.
Business Response
Date: 09/25/2023
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 September 25th, 2023.

Thank you,
Amazon.com Seller Performance
Customer Answer
Date: 01/16/2024
Dear Better Business Bureau, Hope that you are doing well. I am *****************************, the owner of the registered seller account TRESO Commerce LLC on Amazon. I am seeking your assistance in escalating our ongoing issue with the Amazon ************** Team, as we have been facing challenges in resolving the deactivation of our account for almost three (3) years. Our seller account was deactivated due to unfulfilled orders that were erroneously marked as SHIPPED. Despite taking immediate steps to address the root cause, conducting thorough audits, and providing detailed explanations for the canceled orders, our appeals and efforts have not yielded any substantive response from Amazon. We have also submitted evidence to demonstrate our identification of the root cause and implemented an action plan with preventive measures to rectify the shortcomings of our previous business model. We have filed multiple appeals to address the alleged violation and have consistently followed up on the resources presented by Amazon. Despite our cooperation, including submitting future supplier invoices, we have yet to receive a thorough evaluation of our case or any resolution from Amazon. This lack of response has resulted in our account being blocked, preventing access to Seller Central and hindering our ability to resume normal commercial activities. I would like to know if the Better Business Bureau can facilitate communication with Amazon on our behalf. We are seeking a fair and thorough review of our appeal, the release of funds owed to US Seller Central, and a comprehensive response from Amazon. We appreciate your time and consideration in reviewing this matter. If you require any additional information or clarification, please feel free to contact us directly. We sincerely hope that with your assistance, we can prompt a resolution to our long-standing issue with Amazon. Thank you for your attention and support.
Business Response
Date: 01/22/2024
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on January 22, 2024.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/22/2023
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.
my account ************************ was locked and I couldn't unlock it no matter what I called a few times but no reponse this is super frustrating
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 10/12/2023.

Sincerely,
Amazon.com
Initial Complaint
Date:09/22/2023
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 was charged for my subscription when they wrongfully closed my account. They said I violated my terms of use. I have not purchased anything from the company in over a month. They will not cancel my subscription and will not assist in this. Very poor company to deal with.
Business Response
Date: 10/09/2023
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 4 October, 2023.

Sincerely,
Amazon.com
Initial Complaint
Date:09/22/2023
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.
We purchased an adult tricycle from Amazon and it was sold by a third party, Mooncool. It was missing parts. I got a hold of amazon and the company and asked if they could overnight the parts and they said no it would take about a week. That was too long and we needed to return it and buy the bike from somewhere else. We cannot get them to give us a return label that is paid for so I can return it. Amazon said the company would send it but they just keep giving me the run around. I will send you they correspondence I have been doing with them.
Business Response
Date: 09/26/2023

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed that the Buyer received missing items and wished to receive a refund for the same.
A full refund has been issued to the Buyer in the original payment method .
-- Refund Date:9/26/2023
-- Refund Amount: $342.93
In summary, Buyer has been refunded for the concerned order.
Customer Answer
Date: 09/26/2023

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,

***********************************
Initial Complaint
Date:09/22/2023
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.
July 11, 2023,Order# ***-0696379, Amazon Return date: July 26 2023, *** tracking# 1z24757W9036331291 The Jabra Enhance Plus hearing aids were returned via *** to Amazon on July 26, 2023. To date no refund has been received and I have used every option to get help from Amazon but I get into a loop of automated responses that never allows me a person to speak with. I need help talking with a customer service representative.
Business Response
Date: 09/25/2023
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 I apologize for the inconvenience you have experienced with refund on order#***-0696379-8018636

I've requested a refund of $607.99 to your credit card, You'll see the refund on your statement in the next 3-5 business days.

Once processed, you'll also be able to see the refund request here:

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

Thank you for your cooperation.

Regards,

***************************** P
Amazon.com
Initial Complaint
Date:09/22/2023
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.
on sept 16th I ordered a ******* a54 5g unlocked phone from amazon.ca( Order# ***-1689563-3320240 amazon order number) for $538.92 cost. I sent it back sept 19th, I issued the return label through my amazon account and order. I dropped it off sept 20th 2023 and there is no history from canada post that it was scanned when it was and the lady clerk can verify that for me that I did as I went and checked this am. she remembers that I did but didnt scan it. i also returned a ******* a54 spigen case same day of $20 value which was scanned the enttire time and returned/delivered back to amazon and refuned like normally should be.I chatted to live agent amazon today sept 22 and they completely ignored my quiestions and infomation that I was trying to get and said they cant just call canada post to get them to investigate where my return is and tracking of it.my local canada post hast told me to get them to, to get the tracking for the item so its not lost due to high value item. this is very stressful as I am on limited low income due to my mentalk health and being off work currently.
Customer Answer
Date: 09/24/2023
hello. id like to cancel this complaint due to canada post evening the item so it can be tracked back to amazon. thank you kindly.

Customer Answer
Date: 09/24/2023
attached screen shots
Business Response
Date: 09/25/2023
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 I apologize for the inconvenience you have experienced with return of order#***-1689563-3320240

Once the carrier has received your return package, it can take a while to arrive at our returns center. In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item. Some items may take up to 30 days.

As soon as your return is processed, we'll request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our returns center by 20-October-2023, please write back so we can find out what happened.

Thank you for your patience.

Regards,

***************************** P
Amazon.com
Initial Complaint
Date:09/22/2023
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.
Ive never had an issue with Amazon up until recently. Anytime you sign up with a trial account or a new account they send you a trial offer. The first account was a trial account but I had canceled it over the phone but kept getting declined transactions because I had blocked it on my CashApp through them. On the new account they decided to start charging me for a service subscription which Im the only one with access and dont recall adding the service to my account. They charged me today on card #**** Ive entered in all available emails and phone numbers including deleted accounts and nothing shows an active membership on the account. So if all my current accounts dont have an active membership? Why was I charged a pre authorized trial membership fee of $16.19? Even though all the accounts have the same exact name on file, and address and phone numbers are added on each account they couldnt verify on their need to get the card removed. This is by far the worst experience, also accessing the logout button isnt made easy you have have to go through twenty sidebar buttons to logout of Amazon. I only hope that they fix this for other customers so they dont have the same problem. Ive been a huge shopper on Amazon but up until the last two experiences with them I might consider shopping elsewhere in the future, If they dont fix this issue thats been an ongoing problem for quite some time nowI hope someone at Amazon sees this and takes this matter seriously and adresses to fix the problem with my card on an account that doesnt have a membership. *** already asked my bank for a new card, but whos to say it still wont go through because its already pre authorized? Seriously? Such a shame to see how Amazon has become lately that they cant fix a problem on customer service that I have to file a complaint with the BBB
Business Response
Date: 09/25/2023
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 I apologize for the inconvenience you have experienced with prime subscription charges on your account.

I've successfully cancelled the subscription with refund of ***** USD, it will reflect in your original payment method in 3-5 business days.

We'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

Thank you for your cooperation.

Regards,

***************************** P
Amazon.com
Initial Complaint
Date:09/22/2023
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 woke up this morning to an email and text saying my Amazon account was closed. When I go to log into my account it says my account is temporarily locked due to unusual payment activity which is wrong. I have several devices in my home linked to this amazon account and cannot access anything. I also had orders that I dont even know if theyre coming even tho I was charged for them. I was also just charged for my monthly prime subscription yesterday, just for my account to be locked for no reason. They keep telling me I have to wait for the verdict and they cant do anything.
Business Response
Date: 10/09/2023
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 Use on the Amazon shopping website.

Sincerely,
Amazon.com
Customer Answer
Date: 10/10/2023
There was no reason to close my account. I did nothing wrong. I was a loyal Amazon prime customer for several years and many things in my life count on Amazon. Theyre still accepting money to my gift card balance on that account. Also all of my electronic devices are amazon devices and do not work without an Amazon account. As a single mom, I do not have the money to replace all of these devices in my home, not even one. On top of it, I was using amazon photos - extra storage for prime members - to hold photos to have a little more room on my phone. Pictures of my recently deceased mother are on there as well as important pictures of my children and other family members. They dont even give you a grace ****** to get your saved photos and stuff off of the app. I also use prime on a daily basis as a means to make sure my children have their needs. I am one of thousands of people they have randomly closed an account on. And they dont even give you an explanation on why. Because there is no reason. The day I got the notification and tried to log in it said suspicious payment activity on my last order and I gave them the info they asked for. They never even contacted me back, I called to try to get through to someone and they told me my account was closed. Two days later I got an email that money was put on to the gift card balance on the account. I NEED that account back. I need my photos back, I need access to all of my electronic devices back. This is not fair what theyre doing to people.
Initial Complaint
Date:09/22/2023
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 September 20, 2023 Amazon closed my account with no explanation, nor any way of getting it back. The last thing I had done on my account was ask for a refund on a product that I was returning (this occurred on September 16). I know they have received the item back, as I had a tracking number for the item. I have contacted Amazon account specialist numerous times, as well as Amazon ***************** I also know I am not the only one who has had their account locked/closed this past week.
Customer Answer
Date: 09/28/2023
I also do not have access to any of my kindle books due to Amazon closing down my account. We also had to purchase new devices for our home to be able to watch television and have our lights work and to get music back through a different subscription. I would also like to be reimbursed for part of that. I have also continued to contact Amazon since filing my dispute with you, and still have yet to get any answers or help. I would like to also be able to access my account to pull my credit card information off their so they cannot charge me again for prime or music on an account that I cannot access. I also would like to have my Amazon devices deregistered from my account so that I can sell them if Amazon won't give me back my account, as they won't work for others to log in to them and they do me no good when I cannot access my account.
Business Response
Date: 10/04/2023
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 3 October, 2023.

Sincerely,
Amazon.com
Customer Answer
Date: 10/04/2023

Complaint: 20643551

I am rejecting this response because:
I would like to know what I did to violate their terms, when I had not even used my account for days prior to them just closing it. Their response they have given me is the same generic response multiple other people have gotten. This response also does not provide any type of resolution for anything.

Sincerely,

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

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