Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,493 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:09/20/2023
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.
Dear BBB,My head is empty! Hackers stole my Amazon account and changed my original email address, so I can't log in to my account. I contacted ********************** many times to retrieve and restore my account, but no one solved my problem. I have made a lot of efforts for this, and I have no choice. Now I can only turn to BBB, please help me!The original email address of my account is ***************** The hacker stole my account and changed my account email address to **************************** The cause of the incident was that I once received a phishing link pretending to be Amazon. I provided all my account information to verify my account as request in the link. The next day, I found that I couldn't log in to my account, and the original email address of my account was modified. I realized that it was a phishing scam.Attached is the details of my account. I implore ********************** to review my information and restore my account to the original registered email address.I really appreciate Amazon's efforts to protect my account. Now I want to appeal to restore my account. This account is very important to me, because it is also a seller account and I am an ********************** seller. My buyer account was temporarily locked by Account Specialist, which made my seller account unable to log in. The products in my store are still selling normally, and I still have a lot of goods in Amazon FBA warehouse, my customers are still waiting for my service. So I am very anxious to restore my account to continue my Amazon business. Now only the Account Specialist can solve my problem. I hope you can understand my mood!Look forward to early reply!***********************
Business Response
Date: 10/23/2023
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.

We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 10/24/2023.

For more information on our privacy policy, the customer can search for Privacy Notice on the Amazon shopping website.

Sincerely,
Amazon.com
Initial Complaint
Date:09/20/2023
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 have had several communications with Amazon workers regarding an unauthorized charge on my account. Upon speaking with *****, *****, ****, and ***, I have found out that I was charged a total of ****** and it would be refunded to my debit card ending in ****. I have not received my refund. This began on September 04, 2023. I was told 3-5 business days, then **** business days and then it has been rushed to 2 days. Neither has been done. I spoke with **** (supervisor) and she stated no refund has been issued.
Business Response
Date: 09/29/2023
Hello,

I'm Saud 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 contacting you today about your concern about the fraudulent purchases of Kindle Unlimited gift cards on your amazon account.

I could verify all of the purchases on the account, and there was only one charge that went through, since there was a fraud alert on your amazon account, for that reason the system cancelled must of the purchases.

The date of the charge was on Monday, September 4, 2023 for $64.89, but it did not go through on the debit card you mentioned before, it was charged on a different card.

The charge belongs to the Order ID: ***********- *******, and was refunded on Monday, September 4, 2023.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

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

************************************************************************************************************ 4899441

If you need any additional support, you can reach out by replying directly to this email.

Looking forward to hearing from you.

Thanks for choosing Amazon.

Regards,

Saud
Amazon.com
*****************************
Initial Complaint
Date:09/20/2023
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 would like to ask for your help in finding out the reasons for blocking the withdrawal of funds from my account. I have a selling account on ********************** and for a long time I can not receive funds from it. I have previously had problems with my account due to policy violations, but they were all successfully resolved. Perhaps the withdrawal restriction is due to those issues and the system just hasn't updated after they were resolved. If this is the case, I request that this technical issue be resolved. My account is active, I can sell, but what's the point if I can't get money from the account? Please help me to solve this problem. Thank you!
Business Response
Date: 02/06/2024
****** invited to appear for In-Person Interview.
Initial Complaint
Date:09/20/2023
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.
Hello my Amazon account was closed about a week ago I barley buy anything from Amazon and mostly use it for my fire stick.My account was randomly closed and when trying to get it back non of the customer service actually helped I was lied too once that I would get it back and all the other times no solution at all.I have done nothing wrong and I please just want my account back I have a lot of future things that I want to buy on their.So please help me and get my account back.
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 **********.
Initial Complaint
Date:09/20/2023
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.
Dear BBB,My Name is *********************, owner of Tropical Oasis, a liquid multivitamin brand. Our merchant token on Amazon is A1FGZPZGA6G2M5. I am seeking your assistance due to recurrent and unresolved issues related to account deactivation warnings and held funds.Sequence of Events:August 29th: We were alerted by Amazon's Account Health that our account faced potential deactivation, due to connections with another seller account from June 16th, 2016. It's essential to clarify that Tropical Oasis is the only Amazon Seller Account I own and operate.Discussions with Amazon revealed that third-party agencies we previously worked with can cause this "related account link". We were given two options: address the issue via the agency or end our contract with them.On Sept 5th, we officially terminated our agreement with the agency and supplied Amazon with all necessary documents requested as proof.September 8th: We received notification that our account had been cleared and deemed in good standing.Unexpectedly, on September 13th, the deactivation warning surfaced again. This time, it linked us to another brand named Pro's Choice Nutrition. We suspect our former agency, due to their multiple client associations, inadvertently triggered this alert.In response, we resubmitted our documents on September 14th, and 6 days later still have not heard back.Present Concerns:As it stands, Amazon is withholding roughly $100,000 of our funds. This presents a significant challenge, especially considering the operational costs and the salaries of our 20 dedicated employees.Immediate Request:The continuity of our business and the livelihood of our employees are at risk. We have followed all directives given by Amazon, and yet we find ourselves in this precarious situation due to no fault of our own. We urgently seek clarity, resolution, and the release of our held funds.Thank you for your help Best regards,********************* Co-Owner, *******************
Business Response
Date: 09/26/2023
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 9/26/2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/20/2023
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.
Dear BBB!I need your assistance with my Amazon seller ****************************** has concerns about the authenticity of the item with the **** B08MXVTTT2.However, an error has happened. Firstly, our customers have always been satisfied with the product. We have only positive reviews with a rating of 5. We have no "A-to-z Guarantee Claims". In the "Chargeback claims" section, we also have no customer claims. In the "Voce of the Customer" section, the product has a rating of "good". And this is a good indicator, especially considering that over the past 365 days, the product has been ordered from us ***** times! Secondly, we have the documentation that Amazon requested in the original performance notification, namely an invoice from our supplier. Thirdly, we draw your attention to the fact that we have already sent to Amazon the invoice that we are uploading right now when appealing a received intellectual property complaint. The invoice ********** was accepted by the responsible Team. As a result, we received the performance notification dated on August 24, 2023 regarding the same **** (B08MXVTTT2) that it has been reinstated! On September 7, 2023, I had a call with Account Health Support specialist regarding our account status. During this call, it was mentioned that Amazon had attempted to contact our supplier twice but our supplier did not respond. As advised, I reached out to our supplier and he answered that his team is always available to speak during the working hours indicated on the website. Our supplier ensured us that nobody called and nobody texted him. Then Amazon requested from us supply chain documents. So, we contacted our supplier and explained what we need. But he refused to provide us with the documents requested because of the confidential reasons. We cannot force the supplier to do what Amazon requested. We don't have any legal mechanisms to do that. However, it is very important for us to reactivate our account. Please, help us with it.
Business Response
Date: 10/13/2023
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 10/13/2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 10/18/2023

Complaint: 20629611

I am rejecting this response because:

We have already sent all the information which proves that our account has been deactivated in error. And we have duplicated this information one more time as Amazon requested.
Firstly, our customers have always been satisfied with the product with the **** B08MXVTTT2, which is confirmed by the following facts. Please, pay attention to Feedback section. Among them, only positive reviews with a rating of 5. Next, please, pay attention to the "A-to-z Guarantee Claims" section on our account. Also, we do not have any complaints about the product with the **** B08MXVTTT2. In the "Chargeback claims" section, we also have no customer claims. In the "Voce of the Customer" section, the product with the **** B08MXVTTT2 has a rating of "good". And this is obviously a good indicator, especially considering that over the past 365 days, the product with the **** B08MXVTTT2 has been ordered from us ***** times! This indicates that we have earned a good reputation and a high level of trust among customers on Amazon.
Secondly, we have the documentation that Amazon requested in the original performance notification, namely a copy of the invoice from our supplier issued the last 365 days. The invoice meets all the requirements of Amazon. We have highlighted information about the supplier, the item name and quantity of the item.
Thirdly, we draw your attention to the fact that we have already sent to Amazon the invoice that we are uploading right now (invoice number is 003-80-059) when appealing a received intellectual property complaint. The invoice ********** was accepted by the responsible Team. As a result, we received the performance notification dated on August 24, 2023 regarding the same **** (B08MXVTTT2) that it has been reinstated! (we attach a screenshot)
On September 7, 2023, I had a call with Account Health Support specialist regarding our account status. During this call, it was mentioned that Amazon had attempted to contact our supplier twice but our supplier did not respond. As advised, I reached out to our supplier and he answered that his team is always available to speak during the working hours indicated on the website. Our supplier ensured us that nobody called and nobody messaged him. Then Amazon requested from us supply chain documents. So, we contacted our supplier and explained what the problem is. Our supplier rejected our request.
We cannot force the supplier to do what Amazon requested. We don't have any legal mechanisms to do that. However, it is very important for us to reactivate our account.

Sincerely,

Ertugrul Kucukakkas
Business Response
Date: 10/20/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 10/25/2023

Complaint: 20629611

I am rejecting this response because:

I have already reached out to our supplier and he answered that his team is always available to speak during the working hours indicated on the website. Thus, I am writing to request that Amazon representative contacts our supplier regarding the account issue. I kindly ask Amazon to clarify all the necessary questions to gather any relevant details. This will ensure that both parties have a clear understanding of the situation and can work together towards a resolution.

In addition, we are kindly providing you with all the necessary information for further investigation.
-- Supplier information (name, phone number, address, website): G & A Appliance Warehouse, ****************************************************************************************, ******************, ***************************, www.*********.com
-- Buyer information (name, phone number, address, website): *******************, 30 *********************** str., apt. 4, Usak, *****, ******, ****************************
-- Item descriptions (for ease of our review, you may highlight or circle the ****s under review): Kenmore IB600 HEPA vacuum bags for BU4022, BU4020, BU4018, BU4050. We have highlighted in red the **** under review.
-- Item quantities ****. We have highlighted in red this information.
--Invoice date (must be issued in the last 365 days) 01/02/2023
Please note that for the entire time of sales, we have proved ourselves as a conscientious seller. Currently, our Account Health is completely clean, there is not a single violation in it. Below you can see an explanation about deactivating your account by mistake with screenshots in the form of evidence. Please study it again and reactivate our account.
On August 6, 2023, we received the performance notification about our account deactivation. In the performance notification is written that Amazon has taken this measure because Amazon has concerns about the authenticity of the item with the **** B08MXVTTT2.
However, we believe that our account has been deactivated in error.
Firstly, our customers have always been satisfied with the product with the **** B08MXVTTT2, which is confirmed by the following facts. Please, pay attention to Feedback section. Among them, only positive reviews with a rating of 5 (we attach a screenshot). Next, please, pay attention to the "A-to-z Guarantee Claims" section on our account. Also, we do not have any complaints about the product with the **** B08MXVTTT2 (we attach a screenshot). In the "Chargeback claims" section, we also have no customer claims. In the "Voce of the Customer" section, the product with the **** B08MXVTTT2 has a rating of "good". And this is obviously a good indicator, especially considering that over the past 365 days, the product with the **** B08MXVTTT2 has been ordered from us ***** times! This indicates that we have earned a good reputation and a high level of trust among customers on Amazon.
Secondly, we have the documentation that you request, namely a copy of the invoice from our supplier issued the last 365 days. The invoice meets all the requirements of Amazon. We have highlighted information about the supplier, the item name and quantity of the item so that it is more convenient for you to check everything.
Thirdly, we draw your attention to the fact that we have already sent the invoice that we are uploading right now (invoice number is 003-80-059) when appealing a received intellectual property complaint. As a result, the invoice ********** was accepted by the responsible Team. As a result, we received the performance notification dated on August 24, 2023 regarding the same **** (B08MXVTTT2) that it has been reinstated! (we attach a screenshot)
We understand that maintaining a trustworthy marketplace is of utmost importance to Amazon, and we share the same commitment. We value our partnership with Amazon and are dedicated to upholding its policies and guidelines.
We kindly request to escalate our case and a reconsideration of the suspension on our account. We are confident that the evidence provided will demonstrate our compliance with Amazon's standards and prove the authenticity of the item we sold.
Thank you for your attention to this matter. We look forward to a positive resolution that will allow us to continue our successful collaboration with Amazon.

Sincerely,

Ertugrul Kucukakkas
Initial Complaint
Date:09/20/2023
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.
For order 114-8117630-4250620, buyer did not send back our original item. Per amazon policy, no refund should be provided to the buyer. Amazon issued full refund once buyer filed az claim. Please forward this to your az claim team and have them to appeal this case in our favor.
Business Response
Date: 09/23/2023
Hello,

We have reviewed the issue filed for the Order 114-8117630-4250620 and noticed that the Seller was debited for the Claim amount.

Upon further deep-dive, we noticed that the Buyer returned the item using the prepaid return label issued by Seller. The item was returned to the Seller on July 13, 2023 and no refund was issued by the Seller within the designated time frame. Hence, the Seller was debited for the Claim amount. Per Seller Central policy, Sellers are required to issue a refund within 2 business days from the date the item is returned. Furthermore, Seller didn't provide any proof or evidences to confirm any grading information.

Hence, the Seller was debited for the Claim amount. In summary, we are unable to credit the Seller back with the proceeds amount.
-Amazon
Initial Complaint
Date:09/20/2023
Type:Order 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 stopped using Amazon due to them sending me to collections without notice of the revision of payment. I revised payments and no notice was made. I suddenly received notices on every item I purchased on Amazon. I was never contacted that the payment option needed to be revised after I resolved it. I was sent to collections without notice. This has happened 4 times total to me. These are completely unethical practices. I attempted multiple times to revise payment. Amazon would not resolve issue.
Business Response
Date: 09/24/2023
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 #***-3253608-2015435 regarding refund for the item you return.

Based on order details I see that the refund for the items of $62.55 is processed on Thursday, August 10, 2023 & Friday, August 25, 2023.

The refund will be reflected on your bank statement within 3-5 business days. I request you to contact your bank to check the refund confirmation.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 10/11/2023
This has to do with complaint filed on 9/20/2023. Amazon sent a reply stating they refunded me. This did happen but then sent me to collections for the refund. Also this happens to 3 different orders and did not allow me to update the payment option. I did do the correct steps and the site claimed that payment was successful. This issue is not resolved. These shady business practices are not okay. I apologize for the delayed response. The mail was lost, and email was buried.
Business Response
Date: 10/21/2023
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 #***-3253608-2015435 regarding refund for the item you return and also related to the collections.

Based on investigation, we do not see any collection activity for this order. And I can confirm that there is no change in the payment method.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 10/30/2023
I apologize for the delayed response. I wish to continue this complaint and amazon fails to recognize the problem. I really hope to resolve this.
Initial Complaint
Date:09/20/2023
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 have received an email from Amazon regarding my Amazon account ********************** is linked to another closed account ********************************* and hence my account is closed. But I have no clue about the captioned account, in fact, the email I am using ********************** is my personal account and the only account I am using. I am not an active Amazon user that I only purchased a few items over the past few years so I believe my credit card record is clean (no suspicious transaction/ refund/ scam).However my recent transaction is not using my home address, instead I used the warehouse address of a shipping consolidator due to prices. I believe this could be the cause and I am just a customer of that consolidator and I have no connection with that closed account.I have sent request to Amazon to review my case but they refused and just replied me with automatic reply, therefore I would like to seek your help to restore my Amazon account.
Business Response
Date: 10/24/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 24 October, 2023 confirming account reinstatement.

Sincerely,

*****
Amazon.com
Initial Complaint
Date:09/20/2023
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 went on Amazon to purchase Sauvage Parfum by Dior. I found it and made the purchase trusting that it was coming from Dior. I was checking on the shipping progress and noticed it was coming from a 3rd party. Not just any 3rd party seller but Beauty Store LLC a notorious rip off seller. They are well known for not sending the product when ordered direct to just sending fake knock off colognes. I am losing all faith in shopping on Amazon as I have been dupped several times now by fake impostors. Meanwhile my $140+ is tied up. Last time I had over $200 tied up with fake junk. Why are these sellers not checked out to make sure they are on the level? Why do you not look out for your Prime customers. You need only look at the amount of people reviewing this seller as selling fake stuff. Those that give higher marks for the fragrance are first timers and do not know the difference. This has to stop if you want me to continue to shop Amazon and stay a loyal Prime member. This is a gift for someone and now no gift to give! I refuse to give them this fake product. When I called CS they basically blew me off. The overseas CS is terrible and rude! I feel unappreciated and treated like a sucker. If I am ripped off again my relationship with Amazon is finished.
Business Response
Date: 09/24/2023
Hello,

We have denied the customers request for a refund on order 114-0615955-7183414 as customer did not return the purchased product yet. If customer claims to have returned the item kindly request them to share a proof of return along with tracking information.

Customer also raised a chargeback dispute on this order and the dispute is still pending with customer's card issuer. We will wait for customer's card issuer's end action on the dispute before providing a resolution from our end.

For more information in regards to this reimbursement, kindly request customer to contact their card issuer.

Sincerely,

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

Complaint: 20629451

I am rejecting this response because: This item should have been canceled before it shipped. This seller is not a Dior authorized retailer and if you are not authorized by Dior then the product is a fake copy period.

Sincerely,

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

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