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.
21,514 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: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.
AMZN Mktp US*GD7JCAmzn.com/billWA Order Number 111-7090946-6966610 For this order which is coffee table and delivered over one month, I am no longer need this coffee table and I contact amazon over ten times. the 3rd party seller unable to provide return label, also the return label they send to me is table picture not any us carrier label. amazon contact seller over 5 time, still not resolve issue. as over 7 years amazon customer. I am so disappointed about how ******************** deal with customer. and I request ******************** resolve this ASAP.
Business Response
Date: 11/04/2023
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.

I've reviewed the details of the order #***-7090946-6966610 and sorry to inform you that disputing the charge for your order with your credit card company removed your eligibility for the refund under A-to-Z Guarantee.

While the vast majority of Marketplace orders go smoothly, the A-to-Z Guarantee is in place to uphold the high standards we have for our seller community.

In the future, I hope you'll be able to reach an agreement with the seller; otherwise please take advantage of our guarantee.

As the claim on the order is taken down by you and charge requested we no longer have option to take action on it.

Please contact the bank for more information about reimbursement for the purchase.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
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.
Dear Better Business Bureau,I'm *****************************, the owner of the Amazon seller account named ***********************. I'm writing to formally complain about Amazon Seller Support's unresponsiveness and lack of help with a critical issue regarding my account. My account got suspended and locked as per Section 3 of Amazon's Business Solutions Agreement.This account suspension makes it challenging to handle any problems with our valued customers, as we can't access our seller account. We've diligently submitted appeals to Amazon and provided requested information promptly, but our account remains suspended with no resolution despite our persistent follow-ups.So, we're submitting this complaint to seek your assistance in getting Amazon's attention. We kindly request a prompt review of our appeal with the aim of reinstating our account. We eagerly await your response and appreciate your help in resolving this issue. Please contact me if you have any questions.Sincerely,***************************** *********************** ************************ ************
Business Response
Date: 09/22/2023
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 22 September 2023.

Sincerely,
Amazon - Seller Performance.
Customer Answer
Date: 09/26/2023

Complaint: 20629196

I am rejecting this response because I have provided amazon with all the required documents.

Sincerely,

*****************************
Initial Complaint
Date:09/19/2023
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.
Dear Better Business Bureau,I trust this letter finds you in good health. I am the proprietor of the Amazon seller account, Productsinfinite. I am composing to formally register a complaint against Amazon Seller Support regarding their lack of responsiveness and assistance in addressing a critical issue with my seller account. Specifically, my account has been suspended and locked under the terms outlined in Section 3 of Amazon's Business Solutions Agreement.The suspension and lockout of our account present significant challenges in addressing any existing or potential issues with our valued customers, as we are currently unable to access our seller account. Despite our diligent efforts to submit multiple appeals to Amazon, along with promptly supplying any requested information, our seller account remains suspended, and Amazon has yet to reinstate it. Our persistent follow-*** with Amazon have yielded no resolution.Hence, we are filing this formal complaint with the hope of enlisting your assistance in bringing this matter to the attention of Amazon. We kindly request that they review and evaluate our appeal promptly, with the ultimate goal of reinstating our account. We anxiously await your positive response to this urgent matter and deeply appreciate your support in its resolution. Please feel free to contact me should you have any inquiries.Sincerely,*************************** Products Infinite Email: ****************** Phone: ************
Business Response
Date: 09/22/2023
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 22nd September 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 09/26/2023

Complaint: 20629174

I am rejecting this response because I have provided amazon with all the required documents.

Sincerely,

***************************
Business Response
Date: 10/06/2023
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 7 October 2023.

Sincerely,
Amazon - Seller Performance.
Customer Answer
Date: 10/08/2023

Complaint: 20629174

I am rejecting this response because I have already sent all the required documents to amazon.

Sincerely,

***************************
Initial Complaint
Date:09/19/2023
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 8th order was placed for 12 Afloral Plum Fake Cimicifuga Ramosa Leaves- total $359.52. Ordered from a 3rd party seller via Amazon. On Sept 13th I received a delivery notification from Amazon for the items. Note, several items were delivered that day, but the 12 floral leaves were not. My daughter took delivery directly from the *** driver at the door of our home. These items were not received. I immediately contacted the seller informing them of the issue. The seller responded promptly, apologized & issued a refund. Amazon then sent an email stating no release of refund until I filed a police report. I wrote back informing that I would not be filing a report for items that were not received. There was no theft by my 10 yr. old. I suppose they wanted me to call the cops and state "I need to report that I never received my shipment from Amazon". That makes no sense at all. I contacted the seller again to inform them of the situation and they provided confirmation of the refund they processed with Amazon, noting it made no sense at all...Finally, after back and forth via email and hours of phone calls to Amazon, I received an email stating the refund had been processed for $359.52 on Sept 14th and would post to my account within 3-5 business days. On September 19th when the funds had still not posted, I contacted Amazon via phone. CSR stated they could see the refund in "processing" status and placed me on hold to have her mgr. push it through. She returned, noting a different ***** would have to do it and would be in touch within 24hrs. She also sent email confirmation. At 9pm EST on the 19th I received an email from Amazon stating they would not be issuing the refund. I sent a reply w/ snapshots of the emails confirming the refund as well as the seller's confirmation of refund. At the end of the day, the seller does not have the funds, I do not have the goods and Amazon is holding on to funds that do not belong to them. This is illegal.
Customer Answer
Date: 09/21/2023
Wanted to ensure the correct order number is included 111-3543132-2971403.
Business Response
Date: 09/23/2023
Hello Chikida,

I am ***********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I'm sorry for the inconvenience caused with the order #***-3543132-2971403.

I've reviewed the details of the order and see that the order was refunded successfully on September 21, 2023 by our support team.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 09/23/2023
Resolution has been reached and is satisfactory
Initial Complaint
Date:09/19/2023
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 fraudulently charged Amazon Prime to my personal checking account and I don't have an Amazon Prime account. I don't even know where these guys got my account information. I need to know where they got my banking account information.
Business Response
Date: 09/23/2023
Hello ******,

I am Vishal from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding the prime subscription charges.

Upon reviewing I could not locate an active prime subscription on your account.

Here our customer support team will need to continue this investigation over the phone. Before you contact our team, please check with authorized users of your credit card.

If you've checked with others, call customer service with the following information:

- Last 4 digits of your credit card

- Date of charge

- Amount of charge

- The charge descriptor (e.g. Amazon.com AMZN.COM/BILL) listed on the statement.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

You can contact our team by phone here:

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

Note: Legal and privacy concerns limit the information we can release and to whom it can be released. Depending on the outcome of our investigation, you may still need to contact your bank to resolve this.
We look forward to seeing you again soon.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
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 C/O BBB:My name is *************************** and my email is: *********************** I need help because Amazon restricted my account for three packages that I never received. I contacted customer service but no one was willing to help me. I need my account to be unlocked for orders. Ive an Amazon credit card and Im paying for prime. Lastly, I have a gift card balance with Amazon. This needs to be appealed or removed because I need to place orders. Im a loyAl client!
Business Response
Date: 09/21/2023
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 issue related to your account.

As we can see the concern team already informed you with complete information.

I request you to go through the email sent to your registered email address on Tuesday, September 19, 2023 at 4:30 PM (PDT)

In this case we don't have any option to take action on it as the team already shared the response.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
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 purchased a product from amazon and it does not work. There is no *** store near me to return the product to. The only one is on the military base, which I do not have access to.The only option they have is pick up, which they will charge me **** fee to return the product.
Business Response
Date: 09/23/2023
Hello *****,

I am ***********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I'm sorry for the inconvenience caused with the item received in the order ending in 7851.

I've reviewed the details of the order and see that the item was refunded by our support team on September 19, 2023 back to your payment method as an exception without any return requirement.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
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.
Aug. 9, 2023 Order #***-1555000-2696224 Order total CDN$ ****** (1 item Car Floor liner purchase via Amazon.I recieved the item box open ( I have the picture from Amazon of the box open their picture to confirm delivery) item was missing.I returned the item August 12, it was received by Amazon August 15 in their warehouse. I have yet to get a refund.I have spoke to several managers *****, ******* wrote emails promising they fixed the problem. It has never been fixed I have not received my refund . Everytime I call I get hung up on I am polite but at this point very upset. I am told everytime I call to wait 5 days the problem with processing the refund has been fixed. It has not.
Business Response
Date: 11/04/2023
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order and see that refund was issued to your **** on Monday, October 30, 2023 for CDN$ ******. We sent you a confirmation email on October 30, 2023.

You can view details of the completed refund on your Amazon.ca account:

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/07/2023

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. As long as they agree to no go into my account and deduct the refund as another email from them suggested would happen.

Sincerely,

*************************
Initial Complaint
Date:09/19/2023
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.
I ordered several items that Amazon broke into two different orders. One arrived as expected. The other was listed as undeliverable although ordered at the same time to the same address. I got an email stating "Unfortunately, a problem occurred during shipping. If you have not received your package in 2 days, please visit Your Orders for an update. We're sorry for the inconvenience." I did not receive the order after two days so I sought a replacement via the "Return or Replace" button on their website. Despite the name of that button, only returns were an option which was an obvious impossibility given that I never received the items, which they had already acknowledged. I then had to call customer service to get the items replaced. I was placed on hold multiple times and the call took over 16 minutes for them to put through a replacement. Clearly this is an unnecessarily arduous process designed to make a refund or replacement difficult so that Amazon can keep money on items that they know that they didn't deliver.
Business Response
Date: 09/22/2023
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 #***-2781038-9883445 regarding delivery of the item.

I'm sorry for the inconvenience caused due to the order not getting delivered. As we can see the original item marked as undeliverable, it might be due to the order lost or damaged during transit.

However as we can see replacement is created for the items in which two got delivered and one item is yet to deliver.

The replacement item is currently out of stock, once the item is back in stock it will get shipped and delivered at the earliest possible.

I'll make sure to forward your feedback to our concern team to work on it so that such issues won't get repeated.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:09/19/2023
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 placed on hold by amazon due to "suspicious activity". Despite providing required documents to prove my identity, my account was closed by ******************** last week. I had paid $139 prime subscription for the year and another $120 subscription for Amazon Photos. Now due to the closure, I do not have access to my pictures and videos stored in Amazon Photos. I have been using Amazon Photos as the cloud storage for all of our families pictures and videos for the last 3 years and now suddenly all of our pictures are gone.I have reached out to amazon to request at least a way for me to download my pictures, for which I paid Amazon to store them in their cloud, but they have been of no help. This is an invaluable loss to me and my family.
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.

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

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