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

59,443 total complaints in the last 3 years.
21,525 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:07/12/2023
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.
My order was with Amazon.com. Order number 113-4669886-5873850. Ordered on July 5, 2023. The item is the Funko Pop! Marvel Holiday: Guardians of The Galaxy 5 Pack, Amazon Exclusive. I purchase 2 of them at $9.99 each. One came damaged and I wanted to get a replacement. I tried to first do it on my own through my Amazon account. It was not allowing me to get a replacement/even exchange. It would only allow an outright return for refund. I did not want to do that since the price of the item had now gone up to $45.67 as of today 07/12/23. I did not want to return and repurchase it at 4 and 1/2 times the amount I paid for it. I contacted their customer service though their chat option. The representive stated that a replacement option was not available due to the item not being at the nearest fullfillment center. I told rep that it was rediculous that an item that they sold exclusively was not able to be replaced when it was sold and shipped by them. The rep just kept repeating that replacement was not an option. I was livid as why would a replacement not be an option when Amazon sell this product exclusively, and as of this complaint is very much available for purchase. In my opinion they did not want to replace it as it would force me to return it and pay for a new one at a nearly 400% higher cost. I would very much like to get a replacement and not have to pay the higher cost for one set, of what would have been four and a half sets when I purchased it. It seems like very shady practices that the company which sells and ships this item exclusively will refuse to replace the damaged one and ****** make you return it and pay 400% more.....very shady! I have attached the screen shots of the customer service chat exchange.
Business Response
Date: 07/15/2023
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've reviewed your BBB Complaint and I'm sorry to learn your original order arrived in damaged condition. I understand you'd like to have a replacement, and unfortunately a replacement option is not available for this item.

We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

I've made one time exception to standard policy and added a gift card balance of $35.69 which is the price difference. You may use this credit to purchase the item at the previous price.

Please visit the link below to find instructions and a mailing label for returning your damaged Funko Pop! Marvel Holiday from the original order.

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

Once the carrier has received your package, it can take up to two weeks for us to receive and process your return. Check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

Regards,

*****

Amazon.com

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

Customer Answer
Date: 07/15/2023

Complaint: 20313658

I am rejecting this response because:
First of all I am not asking for a price match. There is no one to price match with as you (Amazon) are the only seller because it is an AMAZON EXCLUSIVE item. Meaning it is exclusive to only you (Amazon).
Secondly your listing on your own site state that the item is eligible for return, refund or REPLACEMENT within 30 day of receipt. I have circled that statement in a screen shot from your own site. So you stating that replacement is not an option is basically lying or going against your own written policy. So you extending a one time exception to standard policy is an insulting gesture, considering your written policy is to offer a replacement.
Thirdly the amount of the gift card does not cover the entire difference in price, because I have to purchase it at the ridiculously higher price, there is also a corresponding higher sales tax. I paid $10.46 total and with the high price and tax I would have to pay $12.14 which is unacceptable. This is not just about $1.68, this is about the principle of the matter.
I have been burned by Amazon before on an item that was the wrong product. The rep at the time told me they would send my the correct item and I could keep, donate or dispose of the wrong item. I gave it to a co workers kid, then the next day I got send an email saying I had to return it. I called and spoke to a manager who told me that I had to return it, I told him that i had the screen shots of the conversation from the rep and he told me that he was a manager and he could override their decision and said I had to return it or I would be charged for it. I couldnt ask for the item back from a little kid, so I just bit the bullet on that one. So I am not giving even an inch on this one. Im tired of a giant company like Amazon taking advantage of a regular average person like me.

Sincerely,

***********************
Initial Complaint
Date:07/12/2023
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.
Amazon closed my account in 7/06/2023 without telling me the reason of closing the account , and they are not telling me how to restore it. They are not helping at all considering that my account has got about $3600 Gift card balance inside. I have redeemed the cards to my account and bought 3 laptops while the were in sale then they just canceled the order and closed the account.
Business Response
Date: 08/08/2023
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: 08/09/2023

Complaint: 20313617

I am rejecting this response because:
****** just toke my money. I have got $3600 gift card balance in this account and they are telling me per to there policy at least return my money.

Sincerely,

***** Alqady
Business Response
Date: 08/17/2023
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 14 July, 2023.

Sincerely,
Amazon.com
Business Response
Date: 08/24/2023
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 14 July, 2023.
Customer Answer
Date: 08/25/2023

Complaint: 20313617

I am rejecting this response because:

the termination was incorrect as I did not violate any policy, they just closed the account because of the huge gift balance inside. if they were honest, they could have at least let me use my balance and did not cancel my orders.

Sincerely,

***** Alqady
Initial Complaint
Date:07/12/2023
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.
Amazon is promoting False advertisement. I purchased a 3 pack of ***** ******************* brief.However , Amazon only sent me one. When I contacted Amazon the supervisor ******** stated I was only suppose to receive one despite the website's description.I am very disappointed and would like to issue a false advertisement claim. I want to be issue the other two pair and get compensated for all the time Amazon is stealing from me. Because they refuse to take ownership, despite me providing them evidence via email .Lastly, I would request Amazon to remove the listing to prevent customers from being robbed of their funds.
Business Response
Date: 07/15/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 07/17/2023
The order number was provided in the original complaint. Here it is again Now let's see how you can make this right as an Amazon employer..

ORDER # 112-3449882-4886658
Complaint: 20313493

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 07/28/2023
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've reviewed your BBB complaint and I'm sorry for the trouble with your order. We'll investigate further and make sure this doesn't happen to anyone else. In the meantime, the item may temporarily be unavailable to purchase from Amazon.com, though it may be available from other sellers on the Amazon.com website.

You can arrange a return through the *********************** *************************************). The ********************* walks you through the return process and automatically contacts the seller on your behalf. Once you submit a return request, the seller will respond with either a mailing label or additional instructions, typically within two business days.

We will send you a confirmation e-mail once we have received your return and afterwards when a refund has been processed.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 08/05/2023

Complaint: 20313493

I am rejecting this response because: This false advertisement still remains on Amazon's website. Therefore, send out my two other pair of boxer briefs that I paid for /

Sincerely,

***************************
Initial Complaint
Date:07/12/2023
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, I've been making orders lately on my main amazon account. Tonight I decided to buy a $70 amazon gift card for my brother but as soon as I bought it my account was temporarily put on hold. I decided to come here for help because this is not the first time it has happened to me. I did not sign in and fill out the form as yet due to the fact that I know even after putting all the correct information in, INCLUDING MY BANK STATEMENT which literally shows 100% proof that it's I own the card being used, amazon will close my account. Last night another account was closed for me because it said that "this account is related to other accounts that have been closed". Now, the account I just tried to purchase from is my main account I've had it for years so I don't see why you guys are doing this to me. If that was a new account then I'd understand but it's been made for a long time with a lot of purchasing history so you guys should know by now that there is no suspicious activity going on. I want my account to be unlocked as soon as possible especially because I had orders I was sorting out on there aswell as amazon prime. I don't want to have to go through all this stress again just for me to get some email saying my account will be locked due to it being related to other accounts that have been closed or that you couldn't verify that the payment method is mine... because it clearly is. My brother and I are just trying to order stuff while prime day is available but I keep getting put through all this which is really unnecessary. You can request literally anything from me to show you its my payment method which is completely legal and not suspicious at all.The last thing I tried to order that made me end up here was a $70 Amazon code for my brother on July 11,2023. Order number is #***-0668931-0061005 Regards,*********************************
Business Response
Date: 08/04/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-08-04 confirming account reinstatement.
Sincerely,
********
Amazon.com
=============
Initial Complaint
Date:07/12/2023
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.
Hi Team, I bought a product of $1768.48 ($1235.44 through Discover Credit Card, $532.25 through Amazon Gift card and **** through Discover Rewards point) for "Lexicon ******** Power Double Reclining Loveseat with Center Console, Charcoal/Taupe Gray" through amazon on 12/29/2022. The recliner has some issues, so I raised a return request, and Amazon picked the item on 1/25/2023. Amazon took lot of time to refund my money and I was getting close to my billing cycle to pay the money to Discover Credit Card. So, I called Discover and they suggested me that: I can file the dispute because Amazon is delaying in refunding my money and I provided all the documents (related to return) to them. On 2/25 Amazon processed my return and refunded only $533.04 back to my credit card but they didn't refund the remaining $1235.44. On 7/3/2023 Discover put the dispute on Amazon's favor and didn't pay $1235.44 to me. I sent an email to Amazon and they wrote me that "Discover can put the dispute on my favor" but Discover is not ready to do that because Amazon shared some documents to Discover stating that "to put the dispute in Amazon's favor". I sent couple of emails to Amazon to refund the money to my credit card but they are not responding. Discover representatives are telling they can't do anything because the dispute is in Amazon's favor and they suggested me to file a complaint with Better Business Bureau to get the refund. I don't know how to get my $1235.44 so I filed a complaint here. I returned the product and have all the documents to prove.
Business Response
Date: 07/17/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
Thank you for your email. We have requested a refund for USD ******* to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this refund.

We appreciate your cooperation in resolving this matter.

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

*****
Customer Answer
Date: 07/18/2023

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.
Please initiate my refund $1235.44 to my Credit card.

Sincerely,

*********************
Initial Complaint
Date:07/12/2023
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 ordered my son a PS5 for his birthday. I was told it would be here by June 30th. His party was July 1st and it never arrived. I called customer service and was informed to call back July 12th for a full refund. I did that today. I also have the recorded call of your agent stating this. I called on July 12 and was refused a refund.
Business Response
Date: 07/20/2023
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've reviewed your complaint and checked with the concerned department in this matter.

After reviewing they've issued a full refund of $540.17 to the original payment method on Monday, July 17, 2023.

Refunds typically gets processed within 3-5 business days from the issue date.

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

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:07/12/2023
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 January 9, 2023, our Amazon selling privileges were suspended due to alleged violations of the Restricted Products Policy relating to a portable High-Intensity Focused Ultrasound (HIFU) device intended for overall facial rejuvenation, lifting, tightening, and face contouring. Amazon claims that our product has been identified as an electrosurgical cutting or coagulating device, which is a medical device for professional use only. However, this determination is inaccurate.Amazon defines the term medical devices as an instrument, apparatus, machine or related object used to diagnose, cure, treat, or prevent diseases in people or animals. Moreover, to determine if a product meets the definition of a medical device, the *** suggests looking into the intended use and indications for use of said product. Our portable HIFU device is intended for overall facial rejuvenation, lifting, tightening, and face contouring. This is made clear on the user manual and product detail pages. Pursuant to this, it does not meet Amazons definition of medical devices and likewise, the *** would not consider it as meeting the definition of a medical device under Section ****** of the Federal Food, Drug, and Cosmetic Act (****) when they are not intended for use in the diagnosis of disease or other conditions or in the cure, mitigation, treatment, or prevention of disease. Accordingly, under these circumstances, *** device marketing authorization is not required, and all the other requirements of the **** do not apply to manufacturers, importers, and distributors of these products. Therefore, we believe Amazons enforcement against our listings was unjustified. It is also worth noting that Amazon continues to allow similar products to be actively sold in the marketplace without any issue. Attached are copies of our appeals previously submitted to Amazon for your review and consideration.
Business Response
Date: 07/22/2023
Hello,

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

We took these actions because the seller was in violation of our Medical Device policy.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges and placed a hold on any funds in their seller account on January 09th, 2023. We notified the seller of this decision by email on that day.

The seller can see balance and settlement information in the Payments section of Seller Central. If they have questions about funds, they can send an email to *********************************************

Sincerely,

Seller Performance Team
************************************
Initial Complaint
Date:07/12/2023
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 July 6, 2023 I opened an Amazon account for ********************** Day. I did make a couple of orders that went through successfully but I kept getting orders canceled by Amazon which they kept stating due to "quantity limit restrictions on select promotional and popular products" however this account had yet to place orders on said merchandise. A few days later my account is closed and I had to send documentation showing the virtual credit card was mine. A few days go by and then I get an email on July 12, 2023 that the account is now closed due to "violations of our returns and refund policy" which the account has never returned one item. In fact, the account has only had two successful orders out of seven where Amazon canceled five. I appealed and requested that they send me documentation showing where I violated such policy and all I kept getting was the same copy/paste response.
Business Response
Date: 07/21/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 7/21/2023 confirming account reinstatement.

Sincerely,

EvaAmazon.com
Initial Complaint
Date:07/12/2023
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.
On April 8th of this year I purchased netgears nighthawk ac26000 smart WiFi router for a total of *****. I received the product the next day and have used it for the past few months. Today my router stopped working so I called netgears support line who informed me for the first time of a subscription that is required for use of the device. The fee of this subscription is 99$ every 5 years which was not mentioned or referenced in any way in the description of this item. I am making this report because I find it to be shady practice to sell a device like this without disclosing that an exorbitant fee is needed for the device to function in any way. I have called netgear who told me theres no way around this subscription fee. I also spoke with Amazon to get this issue resolved but they told me since its past the deadline for returns theres nothing they will do even though this is an issue I had no way to know about in that window of time.
Business Response
Date: 07/15/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:07/12/2023
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 did Cancel one order on Amazon.com ( ORDER # ***-3335462-3289063),. I used my rewards ponts **** (Equivalent of $54.82) . Amazon has not credited back my reward points.I did return one order on Amazon.com ( ***-5530807-5616242) . I used my reward points 532 Equivalent Of ( $5.32) . Amazon has not credited back my reward points.Amazon should check and credit back my reqard points total **** ( Equivalent to $60.14) or send monetary credit to my credit card used for these 2 orders . I believe Amazon is not behaving in professional way in their customer ******************** and these practices are unethical and dishonest.
Customer Answer
Date: 07/17/2023
Complaint 20313115 can be closed . I have finally received all my refund from Amazon.com

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