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

59,742 total complaints in the last 3 years.
21,484 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:09/21/2023
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 express my deep concern regarding the suspension of my Amazon seller account, ******************** also known as "JACANA LLC." This situation has adversely affected my business, and I believe it requires the attention of the Better Business Bureau. I have been a reputable seller on Amazon since January 10, 2023. However, on March 15, 2023, Amazon suspended my selling privileges, citing concerns about the authenticity of items listed under ASIN B08C1FSS7D. Amazon requested proof of authenticity, such as an invoice from my supplier, for the Ninja C39800 Foodi NeverStick Premium 12-Piece Cookware Set. Notably, ASIN B08C1FSS7D had zero customer orders, complaints, A-Z claims, or return requests prior to suspension. This suggests that my account was suspended without any customer complaints. The products under ASIN B08C1FSS7D were sourced from ******, an authorized Ninja distributor. I have provided evidence of this through ******'s authorized retailer list (Exhibit A) and an invoice from HUSH Ecom, ******'s supplier (Exhibit B). Despite my diligent efforts to comply with Amazon's requests for reinstatement, including a comprehensive plan of action (Exhibit C) and product photos, my appeals have been consistently denied. I strongly believe my account suspension is unjustified and harmful to my business. I request BBB intervention to investigate and seek a fair resolution.
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
Initial Complaint
Date:09/21/2023
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 9/18/23, I placed 2 orders through Amazon Business for several items. Order 111-9808972-7502616 totaled $34.97, of which $28.90 was covered with rewards points and $5.37 was charged to my Amex card. Order 111-8410571-7305863 totaled $29.36 and was covered in full with rewards points. The points were deducted from my account and my Amex card was charged for $28.90 and $29.36. On 9/20/23, I contacted Amazon customer service who stated the charges would fall off, however they did not. I disputed the charges with **** and they were reversed. On 9/21/23, Amazon sent me an email saying the orders were not paid for and I needed to submit payment or they would charge the amounts owed to any other card on my Amazon account. I contacted ********************** customer support again and was assured that my credit card was not charged for the amounts and that the totals were covered by the rewards points. I was passed around to 7 different representatives, none of who understood the issue or could help me.
Business Response
Date: 10/12/2023
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 charge on your orders.

You were charged $28.90 from reward points and $5.37 on your Amex card for order#***-9808972-7502616

Also for Order#***-8410571-7305863 you were charged $29.36 in total from reward points.

There no authorizations or additional charges on your card for these orders.

I hope this information helps.

Thank you for being a valuable customer.

Regards,

***************************** P
Amazon.com
Initial Complaint
Date:09/21/2023
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'm approaching the BBB after over a year of attempting to resolve an issue with Amazon, having exhausted efforts via direct customer service and bank dispute ***************************** Order#******************* related to Account ********************* June 2022, I purchased an ** projector from Amazon.com. By delivery time, I'd relocated from the shipping address in *******. The delivery was marked "refused" by DHL and returned to Amazon For months, I awaited a refund. Despite my proactive communication, Amazon's customer service repetitively claimed the package was "still in transit." Then I initiated a card dispute, but after providing evidence, the bank canceled the dispute, confirming Amazon should process the refund. The bank's lengthy investigation delayed my approaching BBB until now.Attempting to re-engage with Amazon's customer service recently, I discovered my account had been compromised. The barrier this poses is immense since Amazon's support system predominantly acknowledges requests from logged-in users. My email appeals were met with silence.During recent phone interactions, Amazon support pivoted from addressing my refund to account unlocking. But there's a catch: unauthorized charges (not by me) on the account have led to its freeze. They've referred me to TRS Recovery Services to clear these charges before any account actions. It's perplexing that I'm entangled in unlocking protocols when my main aim is the projector refund.The unauthorized access to my account occurred when my faith in Amazon had been shaken by the unresolved refund issue, since this ordeal has not only deprived me of a substantial amount of money but has also been a harrowing experience of trust erosion. I appeal to BBB to aid my situation and ensure Amazon provides the owed refund. As a consumer, it's troubling that my legitimate concerns are sidestepped in favor of account complications. My main request is the rightful refund of CAD ******* to my payment method, nothing more.
Business Response
Date: 11/10/2023
Hello,

We have denied the customers request for a refund.
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. 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: 11/16/2023

Complaint: 20636781

I am rejecting this response because it fails to address key issues demonstrating Amazon's inadequate handling of my case:
1. Undelivered Order: The order I placed last June was not successfully delivered due to an address change, and the goods were returned to Amazon's warehouse. As a consumer, I never received the products I paid for.
2. Legitimate Transaction: The transaction was made legitimately with my credit card. To prove this, I will provide my bank statement for the transaction, demonstrating that there was no fraud or violation of Amazon's terms.
3. Separation of Account Issues from Order: I placed an order in June last year which was not delivered due to a change in address, and Amazon received the returned goods in July. However, Amazon failed to issue a refund for at least the last five months of that year, without providing any reason. Disheartened by this lack of response, I ceased using my Amazon account, which was subsequently compromised by an unauthorized user. Despite discovering this breach and Amazon's subsequent suspension of the account, I maintain that I am not responsible for the unauthorized transactions. Amazon's correspondence conflates these separate issues and fails to acknowledge the chronological sequence of events. The emphasis seems to be misplaced on the account's security breach, rather than on Amazon's delay in processing my rightful refund. This oversight and the lack of timely refund raise serious concerns about the sincerity of Amazon's customer service approach. At no point during the original transaction did I breach any of your terms and conditions. On the contrary, it was the prolonged delay in Amazon's refund process that persisted until my account's security breach. Following this, Amazon hastily resolved the situation by attributing a policy violation and abruptly closing the account.
4. **********************'s Policy on Undeliverable Packages: According to Amazon's return policy for undeliverable packages, "Undeliverable Packages: If your package is undeliverable, we will begin processing a return. Common reasons for undeliverable packages: Your address could be incorrect or outdated." The package was returned due to an address change, making my situation eligible for a refund under this policy.
5. Consumer Rights Protection: I have the right to a refund under consumer protection laws for goods not received. Indeed, there is no justification for withholding my refund when I have paid for an order that was never received.

I seek BBB's assistance in achieving a fair resolution.
Thank you for your assistance.
Sincerely,

*****************************
Initial Complaint
Date:09/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I keep getting unordered and UNWANTED packages from Amazon. Have reported EACH time and am told they will flag the account sending the items and stop them from ordering future items (in **** business days). has not happened. Still getting items and am told they are coming from the same account.
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 unwanted packages delivered to you.

We have escalated the concern with appropriate team to take necessary actions to stop delivery of unwanted packages to you.

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
Customer Answer
Date: 10/01/2023

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.FINALLY, have gone a week without receiving unwanted and unordered packages from Amazon. Thank You!

Sincerely,

*****************************
Initial Complaint
Date:09/21/2023
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.
Fraud charges have been reported for over 2 weeks and nothing has been done for a refund
Business Response
Date: 09/24/2023
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 unauthorized charges on your Amazon account.

As these are unauthorized charges, we are unable to take any action in this case.

However I would request you to dispute the charge with your card issuer/bank to get the charges reverted.

If there is any other alternative, we would have surely helped.

Regards,

***************************** P
Amazon.com
Customer Answer
Date: 09/25/2023

Complaint: 20636451

I am rejecting this response because:
The balances were drained from a gift card on my account. If you or your colleagues at Amazon were to read any of the multiple reports they (claimed) to have created, maybe you would know this. This cant be refunded by anyone but Amazon.

Sincerely,

*********************
Initial Complaint
Date:09/21/2023
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.
On September 14, I received an email from **************************** which stated that my account was closed because my records showed that my account was linked with another account that was previously closed for violating their conditions of use. This claim is beyond me as I have never violated any of their conditions of use, nor have I on any other account. I have only had one other account in the past which I have lost because I forgot the password. After emailing them back multiple times asking for more information, it seemed to me that I was replied to with prewritten emails where they refused to review my case or elaborate on what happened- even stating that the decision was final.It is very unfair.
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 21st September 2023.

Sincerely,

********
Amazon.com
Initial Complaint
Date:09/21/2023
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.
Order # - 114-2573547-2740236 I ordered 3 ZenBook pro computers on 12/28/2022, they were supposed to be delivered by 01/03/23. The computers were undeliverable to my house. When I noticed I called *** to ask if they can hold it at their location for pick up. When I arrived at ***, they said my package was lost and they didn't have it. I called Amazon immediately and they said they would refund me the amount to my credit card. They sent me an e-mail confirmation (attached here)01/05/23. Weeks passed and I still did not receive a refund. On 02/21/23 I requested the refund again and received another confirmation from Amazon stating to wait 3 business days.I contacted the seller through Amazon and was told they will contact *** to file a claim. They told me since it was a prime order that I had to contact Amazon directly for help. On 03/23/23, Amazon e-mailed me saying they have contacted the seller on my behalf. Then, I received a message from Amazon on 04/25/23 stating that my package was **** as undeliverable and will be returned to an Amazon *************** They said it can take up to 30 days to be processed. They told me that if I did not receive a refund in 30 days to reach out to Amazon again. I have called Amazon multiple times through out the last 8 months. All they did was send emails saying I will get a refund and I never do. The last time I called in July, they told me it had been more than 180 days and there was nothing they can do. I have spoken to multiple representatives including supervisors. I never received the computers or the money back. I have multiple e-mails stating they will return the money to my account. This card is being charged interest for computers that I never received. I have tried contacting the seller on Amazon, *** and Amazon, and nobody is able to tell me what I need to do to get the refund for the packages that I never received. Order # - 114-2573547-2740236
Business Response
Date: 11/02/2023
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 refund on the order#***-2573547-2740236.

We tried to process a refund on this mentioned order but unfortunately the card used for this order is no longer active on your account.

Request you to add the card on your Amazon account under payment methods and confirm us by replying on this email.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 11/09/2023
Good afternoon,

I didnt realize there was a response window. I have added the credit card used to make the purchase on Amazon as suggested by their response to my complaint. Kindly let them know so that they may process my refund.

thank you
Business Response
Date: 11/10/2023
Hello *****,

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

As we check card used for the order#***-2573547-2740236 is not yet added on your Amazon account.

Request you to add your master card used for this order on your Amazon account under payment methods and confirm us by replying on this email.

Please note that we can only refund to the card used on the order and request you to cross the check the card details on the order and add it on your account.

Thank you for your cooperation.

Regards,
******************************
Customer Answer
Date: 11/22/2023
Good afternoon,
The card was added onto the account the first time it was requested by Amazon. Please see attached a screenshot as proof. Kindly refund the entire amount for the product that we never received. My family and I continue to pay interest on this purchase and its very unfair.
thank you
Business Response
Date: 11/28/2023
Hello *****,

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

I reviewed your complaint and apologies for the inconvenience you have experienced.

The card used on the order is not active on your Amazon account, please review and add the card on your Amazon payments method.

Our payments team is waiting for you to add the card so that we can issue the refund and help you on this order.

Unfortunately we are unable to process this refund unless the card is added on your account.

Request you to check the order details if you are unsure which card is used and add it on the account for us to proceed with the refund.

Thank you for your patience and understanding.

Regards,
******************************
Customer Answer
Date: 12/08/2023
I was on vacation and unable to answer to the last message.
The Amazon representative continues to state the credit card used on the order is not appearing on my account, but I have submitted screenshots with proof.
the credit card used on the purchase we never received is listed on my amazon account. Please refund us the money for the products that we never received.

thank you

Business Response
Date: 12/24/2023
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.

I'm writing to confirm that we have issued a refund of $5,777.97 to original payment method on Friday, December 22, 2023.

Please allow your bank 3 to 5 business days to process the refund.

I hope this information 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:09/21/2023
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,We need help getting through to Amazon. Weve written dozens of emails and submitted multiple appeals to no avail. Our account has been shut down for an insane reason. It was linked to the selling account of an employee who left our company 4 years ago! Weve provided Amazon with several documents proving that this former employee has not worked for us since 2019 including copies of her resignation letter and an affidavit from the president of nailmatic. Yet, Seller Performance says this evidence is insufficient to show we no longer own or operate the linked account.We have no control over a former employees behavior once they are no longer employed. We do not understand why her personal account is preventing us from being able to sell on Amazon.Our inability to remove the connections created by our former employee is preventing us from selling our brands unique selection on Amazon. Wed like Amazon to explain why this one person has prevented a mutually beneficial business relationship.
Business Response
Date: 09/24/2023
Hello,
We have reviewed your submission but are unable to reinstate your account at this time. Please see email communication received on 9/24/2023 for additional details.
Thanks
Amazon Seller Performance
Initial Complaint
Date:09/21/2023
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've tried for about two months to access or cancel my account. The varication process doesn't work. I was told on two occasion that it would be canaled. They didn't work. I was sent an email to cancel. That also didn't work. I've spent countless hours trying to fix this through costumer service. They all give me a different answer. Cancel the account or give me access would be the resolution!
Business Response
Date: 10/13/2023
Hello *****,

I'm Priyanka 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.

It was concerning to hear about the trouble you've had with the closure of your Amazon account.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Please Note: Account once closed cannot be reopened.

Hence, I request your final confirmation to close your Amazon account. To avoid any errors, please also write back to us with the phone number or email address linked to your Amazon account, so that we can verify that we are closing the correct one.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Initial Complaint
Date:09/21/2023
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.
Amazon has removed my ability to leave reviews and no methods of trying to contact them to discuss why or get them restored has elicited any response whatsoever. I have done nothing that violates community standards in this, or any other area, and every attempt has been completely ignored. I would like my account restored to be able to leave reviews.
Business Response
Date: 10/19/2023
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 10/19/2023.

Sincerely,

[INVESTIGATOR NAME]
Amazon.com

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