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

58,604 total complaints in the last 3 years.
22,063 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:07/11/2023
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 complain about the highly unprofessional and unreasonable actions of Amazon, which has led to the abrupt closure of my account and the unjustified withholding of my funds. Their decision lacks any sensible reasoning and has caused immense frustration and financial hardship. Despite numerous attempts to resolve the issue directly with Amazon, I have been met with an astonishing lack of response or assistance. As a long-time customer, I have relied on **********************'s ******************** for various transactions. However, their haphazard closure of my account without any valid explanation is nothing short of appalling. It appears that Amazon is arbitrarily holding my hard-earned funds, making baseless claims regarding the account. I urgently request your intervention to address this matter, as it is clear that Amazon is unwilling to provide a satisfactory resolution on their own.
Business Response
Date: 09/17/2023
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 9/12/2023.

Sincerely,

Amazon.com
Initial Complaint
Date:07/11/2023
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.
-Date of transaction: 03/07/2023 -The amount of money you paid the business: $46.01 -What the business committed to provide you: Ipad accessory -Whether or not the business has tried to resolve the problem: They hold my account to verify my card that. I used. I gave them my identity, my billing statement for them to check but it was taking too long for them to respond. Not just that, the order. that I placed had never arrived, I asked them to tracked it for me but they told me because it was on hold, they could not do anything else. And after a long wait, they said my account got connected to another account that they closed so they have to close my account too. I do not understand so I call them for explanation but all they gave me was " I cannot discuss anything further with you". I want an explanation an a refund from them about my package losing. -Account: ****************************** -Order: 111-5775633-0727421
Business Response
Date: 08/13/2023
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
Initial Complaint
Date:07/11/2023
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 Support Team,My registered email id is ********************* and I am reaching out to you to help me reactivate my product ASINs B092W5F8FJ, B094G9321F, B094RFY44Q, B08SJDVSR9, B08SWM5Y71, B09BQB4TTF, B09BNTJ6NY that were deactivated in the ************** Marketplace due to an apparent error. But the Amazon Seller team did not reactivate it even after I provided evidence of no third parties' Intellectual property infringement (Trademark on Product Detail Page).Please note that the complainant refers to Trademark EASYJET(UK901232909) which does not appear anywhere on our listings. Additionally, TM International Class: 39 (transport; packaging and storage of goods; travel arrangement) to which the trademark belongs, doesnt match any of our products.I am the owner of the EASYFEET brand and have registered trademark in the **************.UK00003621537 - TM Registration No. in ** TM International Class: 10 I do not violate any intellectual property, as evidenced by our registered Trademark Registration Certificate, Invoice, Brand Authorization Letter signed by me and file with screenshots of a registered Trademark UK00003621537 from the ** IPO.I sell the Goods under my own brand EASYFEET with registered trademark in the **************. As a seller under my own brand, I do not infringe on anyone's intellectual property rights and dont use Trademark EASYJET anywhere on our listings.Please, help me reactivate my ASINs B092W5F8FJ, B094G9321F, B094RFY44Q, B08SJDVSR9, B08SWM5Y71, B09BQB4TTF, B09BNTJ6NY.Sincerely,**************
Business Response
Date: 07/12/2023
Hello,

The seller account created under ********************** for which this complaint was raised, is an account for a European Marketplace.

We recommend that the seller sends their information to:
**: ***********************************************

Sincerely,
Customer Answer
Date: 07/13/2023

Complaint: 20302654
Dear BBB Team,

Thank you for your response. Please be advised that I have contacted ** Seller Performance Team (***********************************************) and provided evidence of no third parties' Intellectual property infringement (Trademark on Product), but ****** Amazon Seller Performance Team did not reactivate my product ASINs.

Please note that the complainant refers to Trademark EASYJET(UK901232909) which does not appear anywhere on our listings. Additionally, TM International Class: 39 (transport; packaging and storage of goods; travel arrangement) to which the trademark belongs, doesnt match any of our products.
I am the owner of the EASYFEET brand and have registered trademark in the **************.
UK00003621537 - TM Registration No. in **
TM International Class: 10
I do not violate any intellectual property, as evidenced by our registered Trademark Registration Certificate, Invoice, Brand Authorization Letter signed by me and file with screenshots of a registered Trademark UK00003621537 from the ** IPO.

I sell the Goods under my own brand EASYFEET with registered trademark in the **************. As a seller under my own brand, I do not infringe on anyone's intellectual property rights and dont use Trademark EASYJET anywhere on our listings.
Please, help me reactivate my ASINs B092W5F8FJ, B094RFY44Q, B08SJDVSR9, B08SWM5Y71, B09BQB4TTF.

Sincerely,

**************
Initial Complaint
Date:07/11/2023
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 purchased a pack of Nexcare Acne Cover in Order# ***-5992241-8329817 from Amazon.com.ca, **** for CAD $28.50 pre-tax on May 29th, 2023. It clearly says on the item page that "Return policy: Eligible for Refund or Replacement" and the item ships from Amazon. However, contacted Amazon more than 4 times to request return, all the customer service agents refused my return request by saying that the item is non-returnable and I need to contact the manufacturer. I doubled checked the item page and nowhere there says anything about "non-returnable", unless I hover and click on the return policy which already says "Eligible for Refund or Replacement", and only then will it pop out something like "this item is non-returnable, but if the item arrives damaged or defective, you may request a refund or replacement. Read full return policy".So this so-called non-returnable excuse is simply not reasonable at all. I've been with Amazon for more than a decade in both US and ******, and have never seen any disgrace like this. I have screenshots of the item page as proof. The item itself is brand new and never opened. After arguing with Amazon customer service back and forth, they promised that a specialist will contact me through email, but I waited and nothing happened. Hence here I am looking for help.
Business Response
Date: 07/12/2023
Hello Zhen,

I'm Pratap 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 the complaint and understand your concern that you would like to return the item Nexcare Acne Cover, Gentle, Color Changing.

I apologize for the inconvenience that you have experienced in this case.

Upon checking I see that the refund of CDN$ ***** was issued to your original payment method on Tuesday, July 11, 2023. Since the order was paid for by gift card, the refund amount will be returned to your gift card balance in 2-3 hours. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 07/12/2023
Complaint ID: ******** resolved. Thanks!
Initial Complaint
Date:07/11/2023
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 preventing and making it very hard for consumers to cancel an order with the claim that its already preparing the shipment, and they cannot stop the shipment, ironically the same order will not ship if the payment gets denied so how do they get away with that??
Business Response
Date: 07/12/2023
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've reviewed your BBB complaint and I understand your concern about the order cancellation.

I'd like to confirm that order fulfillment is an automated process. An order can be cancelled before it enters the shipping process. An order that is sold and fulfilled by a third party seller can be cancelled within 30 minutes after placing the order.

When you place an order, we contact your bank for a purchase authorization to verify your payment method but don't actually charge you until the order ships. If the payment authorization gets declined the order will not enter the shipping process.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:07/11/2023
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.
Amazon had agreed to accept some returns, which were delayed, as a predict of an extended trip abroad. Now, out of the blue, they have backpedaled, and did not have the courtesy to provide a reason. This is unethical behavior.
Business Response
Date: 07/13/2023
Hello ****,

I've reviewed your complaint and I understand your concern in this matter.

In your previous complaint you've mentioned about the return of "BENYAR Chronograph Waterproof Watches" for which we have already provided a return label on June 30, 2023.

Once the return label is created the order needs to be returned within seven days from the date the label was issued.

I've reissued the label for the item as a one time exception from our end, you can use the label to return the item.

I understand that you want to return other items are well, unfortunately we will not be able to accept return for items which has passed return window.

For more information visit the below mentioned page.

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

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

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/17/2023

Complaint: 20302585

I am rejecting this response because:

amazon staff were informed that I would not be returning to ***************** in time for the 7 day window. The advised to continue and that the ** code should still work. Me ********** has not been forthcoming and limited answers only to ensure that it does not seem he is withholding information.
Please escalate this to a supervisor.

Sincerely,

*************************
Initial Complaint
Date:07/11/2023
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.
Greetings,My request is complex, so I contacted the ******************* Team on June 16. On June 20, I received feedback from the ******************* Team stating that my appeal for the TrueSeaMoss and ARMZAS brands had been reviewed and forwarded to the responsible team. However, after 2 weeks, I received feedback from the ******************* Team. According to the notification, the TrueSeaMoss and ARMZAS brands cannot be reactivated as the account was related to another account that violated ********************** Policies or was used in abusive conduct.However, based on the response provided by the ******************* Team, it can be concluded their team did not thoroughly review my request for reactivation. All supporting documentation was provided in the email sent on June 16. I also provided detailed information on why the TrueSeaMoss and ARMZAS brands must be reactivated.Based on the above, I request the further active participation of the ******************* Team in my appeals process, as this is an obvious technical error that has an impact on my business. Please conduct a re-review of my appeal/email from June 16, which was sent from the following email address: *************************** review the attached files thoroughly and analyze my statements in the email. After that, I request approval for using the brands above in the Amazon Brand Registry and utilizing all their benefits. I really appreciate any help you can provide.
Business Response
Date: 07/11/2023
Hello from Amazon,

As informed previously, your appeal has been declined.

Even if one Selling Partner enrolled in the brand has been found to be abusive or their account is deactivated, it will impact the whole brand.

As an alternative, the administrator of the brand can remove the impacted Selling Partner from the brand in order to reinstate the brand.
Customer Answer
Date: 07/16/2023

Complaint: 20302565

I am rejecting this response because: As I mentioned earlier, Amazon does not provide me with the opportunity for proper appeal due to the limited text box, thereby violating my right to a qualified appeal process guaranteed by the Amazon Services Business Solutions Agreement. In light of this, the BBB Complaint Form is the only possible option for a qualified appeal of Amazon's decision and dispute resolution.

According to the notification from Amazon, I encountered an issue with enrolling my trademarks in the Brand Registry due to a related account that I am not the owner of and which was found to be involved in abusive conduct. I want to appeal this decision as Amazon's statement is incorrect.

I hired an employee, *************************, as a Technical Specialist. We signed an Employment Agreement stating that ************************* was obligated to fulfill the assigned responsibilities under current legislation and Amazon Policies. This point is crucial in the operation of my business.

However, after a short period, I discovered that ************************* was abusing my trust and violating Amazon's Policies. ************************* wanted to demonstrate high-level KPI. However, abusing Amazon's Policies is unacceptable in my business.

In light of the fact above, I signed a Termination of Employment Agreement, which resulted in the exclusion of ************************* from the list of employees of my company. ************************* worked under the user permission *******************************************. According to his statements, he provided similar services to other Amazon sellers from the same user permission email before working in my company.

The Amazon system may have mistakenly considered me the owner of multiple seller accounts, including the one that violated Amazon's Policies, based on the fact that ************************* used the same user permission in his work. As you may see, I refuted this false claim with logical arguments.

Amazon Support claims that I can remove the violating user permission from my Brand Registry account to activate all the privileges of my brand in the Brand Registry. However, it wasn't removed because the User Permission button in my ********************** Brand Registry account disappeared. I can assume that this is an obvious technical error, as I physically cannot take the action recommended by Amazon Support.

In light of the above, I request that Amazon Support actively resolve my issue, remove the user permission *******************************************, and activate my brands TrueSeaMoss and ARMZAS in the Amazon Brand Registry.

I kindly request the Amazon ******************* Team review the attachments (agreements, terminations, licenses, and other supporting documentation) in the emails sent from ******************** to ***************************** on June 16 and July 4. Many thanks for considering my request.

Sincerely,

***********************
Initial Complaint
Date:07/11/2023
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 and said because it was related to another account, I called many times to explain that must be a misunderstood but no one help me. I still have remaining balance in my Amazon account, couple hundred dollars, I cannot remember, but they close it and they refuse to refund that to me. I have no right to hold my money like that.
Business Response
Date: 08/06/2023
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.
Sincerely,
Amazon.com
Initial Complaint
Date:07/11/2023
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 received two broken products in my most recent transaction, and one was smashed and only had one out of four nail oil bottles that was actually usable and another kit that I ordered for acrylic nails only came with half of the products and also had broken stuff in it. When I went outside to pick up the order it looked like it was thrown on my porch. So when I contact customer service, the first person I connect with left me on the support chat for 10 minutes and never responded and then left the chat. The second person I contacted, said that an issue would be refunded and that I will be getting a confirmation email soon so I waited about 3 hours and then contacted support again because I never even got the confirmation email. Now this time when I contacted the support chat they said that I was required to return it even though I just was told that my refund was approved and would be put into my account. So I threw away the products after they said my refund was approved, because there was wet slimy oil everywhere. It was leaking through the box, and then I call the customer service line and ask to speak to a manager and the guy would not transfer me and tried his best to tell me that this was not refundable unless they got the return and I would be glad to return it if I was told that in the first place but I was told just a few hours before this that my refund was approved and I did what anybody else would do and threw away the box that was literally having oil drip through the bottom and all of the other products from the kit was also drenched in oil. I'm not happy because I'm being told so many different things and also I asked to be transferred to a supervisor or a manager and basically was told they would say the same thing and he refused to transfer me to the supervisor. I don't get why I'm basically give the runaround and told that I was already approved for a refund and then told something completely different hours later.
Business Response
Date: 07/13/2023
Hello ******,

I'm Sai *********;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 am sorry for all the trouble caused to you with order ending with 3454.
I will definitely take this as a feedback and make sure that the associate is coached on this.

I would like to tell you that there will be a 30 day return period to return the item if there is any issue with the item.

However, as a one time exception I have issued refund for the order here. Since the order was paid for by gift card, $21.08 will be returned to your gift card balance in 2-3 hours. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:
*************************************************

Have a great day!

Regards,

Sai babu
Amazon.com
*****************************
Initial Complaint
Date:07/11/2023
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 the gift card amount of $295 in my Amazon account and it has been on hold for verification purposes. But after I went through all the security step and provide all the paperwork they requested me, they told me they would responded to me within ***** hours. And when I waited too long, I called and they asked me to filed some kind of form and they promise to get back to me within 24 hour but no one got back to me.
Business Response
Date: 07/22/2023
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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 07/22/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 07/31/2023
The response from Amazon is such a lie. Based on the email they sent me, you can see they asked me to verify my card, which I already did. Nothing about gift card that they said. I know Amazon has a right to refuse service but make up story to claim me and closed my account, hold my money is illegal.
Customer Answer
Date: 07/31/2023
The response from Amazon is such a lie. Based on the email they sent me, you can see they asked me to verify my card, which I already did. Nothing about gift card that they said. I know Amazon has a right to refuse service but make up story to claim me and closed my account, hold my money is illegal.

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