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

57,587 total complaints in the last 3 years.
21,710 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:07/04/2023
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.
We purchased a computer monitor shipped and fulfilled by Amazon with Free Returns. There was no mention of a restocking fee, and our purchase was made through Prime. After much digging and reading all the fine print, we found that there was a restocking fee for open boxed items. However, our item was returned unopened, so the fee shouldn't apply. Additionally, we were wrongly charged for shipping, which should have been free.We filed a claim with Amazon and provided additional information in December 2022. However, we never received a response, so we followed up four times. Each representative assured us that we would be refunded. When we reached out again around May 29th, the representative was rude and informed us that we wouldn't receive a refund, despite having screenshots supporting all the previously mentioned details. Determined to resolve the issue, I contacted Amazon once more, and the next representative stated that the claim didn't receive the requested additional information. However, on my end, the user portal indicates that the requested information was submitted each time within a day or two of the requests. The representative reopened the claim and assured me that I would receive a response within 48 hours. Unfortunately, I didn't receive any communication, so I called again. The subsequent representative informed me that the claim had been closed, although we were never notified, nor does the user portal indicate that a decision was made. They reopened the claim and promised a response within 48 hours, which I again didn't receive. I reached out once more, and they escalated the issue, assuring me that I would hear back within 48 hours. However, it has now been over a week, and I still haven't received a reply. Additionally, I have attempted to contact the seller, but they have not responded either.We have screenshots supporting all these claims and are more than happy to share.
Business Response
Date: 07/06/2023
Hello,
We have reviewed the issue filed for the Order and noticed that the Buyer has requested a refund for the item and the return shipping charges involved.
Upon checking , we noticed that the Buyer was asked to provide return tracking details and the same was not shared with the A to Z Guarantee Team. We would request Buyer to provide return receipt for the return made to the ******* Post providing the details, we can further look into this issue .
What is needed from Buyer?
Buyer is required respond with the tracking information for the return, if available. Without this information we are unable to take further action. The return details should include the following
-- The shipping carriers name
-- Tracking number
-- Return Receipt
In summary, Buyer needs to provide a valid return receipt for this order.
Sincerely,
Customer Answer
Date: 07/11/2023

Complaint: 20272873

I am rejecting this response because: The requested information has been provided to you on numerous occasions. This includes both uploading it through the claims portal and direct email correspondence. For your reference, the relevant claim number is 113-6468461-7966637. Please check for this information yourself before putting even more burden on us, the customer.

To facilitate a **************** to this matter I replied to your email with this exact message but I have once again attached the copies of the receipt from the return that show all requested information.

Sincerely,

*************************************
Business Response
Date: 08/11/2023
Hello,

We have reviewed the issue filed for the Order and noticed that the Buyer has requested a refund for the item and the return shipping charges involved.
Upon checking , we noticed that the Buyer was asked to provide return tracking details and the same was not shared with the A to Z Guarantee Team. We would request Buyer to provide return receipt for the return made to the ******* Post providing the details, we can further look into this issue .
What is needed from Buyer?
Buyer is required respond with the tracking information for the return, if available. Without this information we are unable to take further action. The return details should include the following
-- The shipping carriers name
-- Tracking number
-- Return Receipt
In summary, Buyer needs to provide a valid return receipt for this order.
Sincerely,
Initial Complaint
Date:07/04/2023
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.
JUN 20 I recaved a order from ****** that i ordered a sevalance camera and 7 in moniter i opened the box installed batteries and power cord 7 in screen only had lines did not work went on line so i could return it thay sent me a printable return lable after getting me to tell them reson for return i printed the label put in a box and i had to get some one to drive me sent it back to them on the21 .chected tracking code at post office they had it 3 days later i called when i checked my acount customer serves told me thay could not just give me a new on thay would give me a refund after calling it had already been 20 days an finaly a gold manager? said he **** give me a refund in a week then camback and said 3 hrs was the policy so why did thay wait 20 days i went on line thay only refunded me $202.26 in my acount after putting $500 in from a gift carh and buying cam ex ****** and 3 $79 cams i have $209.64 and need $214.69 custamer service 1 said it was restocking i said you dont restoc defective idems thy hung up 2 said i sent it back to late wrong 1 day talked to at least 6 cutomer service all said we can not help thay said it was diconted when i perchased it but didnot know when deal was off so if thay refunded me with out watting 20 days ther might not hav been a problem al i want is to have the camera and screen now i have 3 usless cameras no 7inp camera all i want is to be made hole p order ***************** easy return$ we bilt this from the bottom customer first nice way to treat someone with a disability i bought from you becouse i cant shop **** wear
Business Response
Date: 07/10/2023
Hello ***********************,

I'm Arun 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 complaint and understand your concern regarding the Order ID: ******************* return refund issues.

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

Upon checking, I see that only the Monitor was returned and refunded accordingly.

As there is no other returns done, unfortunately we'll not be able to take any action on the refund from our end.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 07/26/2023
the issue is amazon customer service first told me that it must be past 30 days then they told me there is no replacement and i would have to take a refund it would take 30 days every time i quoted the real policy they hung up on me when i wanted a manager they told me they would get me a manager but they would not do any more than them they all blamed me for retuning a defective device i returned a defective device all i wanted was a replacement tonton police( eligible for return, refund or replacement within 30 days of receipt) i think you should look in to your customer service they are all just full of lies and excuses and could not do the simplest thing just send me a replacement the manager lied to me and told me i would have to take a refund then i would have to by it again they it was on sail so they deducted money so i did not have enough in account to repurchase i can not under stand why a company as big as yours has a customer serves department with staff that can not handle simple issue or are not allowed to they all say the same thing lies ALL I WANT IS A APOLIGY FROM THE EMPLOYE THAT TOLT ME THERE WERE NO REPLACEMENTS AND A PROMICE TO TREAT PEOPLE WITH AND WITH OUT DISABILITIES WITH RESPECT AND UNDERSTAND YOUR RETURN POLICIES if your employee would have dun the right thing or there managers i would not be filling this complaint even the letter from **** made it sound like your employees did nothing wrong if employees at my company lied to customer thy would be repromanded THAY WOULD LEARN WHAT CUSTAMER SERVICE IS DOING THE BEST FOR THE CUSTAMER NOT MAKING EXCUSES
Initial Complaint
Date:07/04/2023
Type:Billing 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.
Amazon made an unauthorised charge to my credit card for non-returned item on 04/06/2023 for order #***-2232842-1805826. The item was dropped off at ****** as instructed in the return instruction and the company has the tracking information. it is not the customers responsibility to make sure the item made it back to the warehouse after it had been dropped off. As a confirmation that the item was shipped back, Amazon.com has issued a refund on 12/08/2022.
Business Response
Date: 07/05/2023
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 understand your concern regarding the charge for the order ending with 5826.

Upon reviewing the order it is showing that the return for "Standard Process Livaplex" has not been processed hence there was a charge.

However, as an exception I have issued refund for $32.24 back to the Mastercard. You will receive the refund within 3-5 business days. You will also receive an email confirmation regarding the same.

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

Regards,

Sai babu
Amazon.com
***********************************
Customer Answer
Date: 07/12/2023

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.

Sincerely,

***************************
Initial Complaint
Date:07/04/2023
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 Amazon and BBB.org teams,I kindly ask you to review my complaint since I dont have other means on how to escalate my issue. The issue: my Amazon.com selling account deactivation.On June 10, 2023, Amazon deactivated my selling account stating that I created one or more ASIN variations that violate Amazons ASIN Creation policies. I sent 4 appeals and every time they were rejected. After each submission I called to the Account Health Team in order to understand how to address the issue, but they replied in a template manner without any details. Even more, they warned me that there is very low chance to reactivate my account. I dont agree with this deactivation as far as I didnt commit the violation Amazon accuses me. There were NO VARIATION LISTINGs on my account. I provided proves of the same, but Amazon ignored my arguments. I explained in detail why I believe that my account didnt violate policies, but all my attempts to convince Amazon failed. They reject it without going into details.Thats why I ask you to help me and escalate my request to Amazon leadership team. I attach my last appeal as PDF file where is explained the situation on my account.
Business Response
Date: 07/17/2023
Hello,
We reviewed your appeal and determined that the corrective action items you have listed have not been implemented. Please make sure all corrective actions have been completed and violating content has been removed to be in compliance with your appeal.
Sincerely,
Amazon
Customer Answer
Date: 07/18/2023

Complaint: 20272700

I am rejecting this response because:

Dear Amazon,

You've mentioned: "the corrective action items you have listed have not been implemented"

Please, be informed that ASINs: B0BS11SGQD, B0BRXQDYVD, B0BRSL1PND were DELETED from my inventory. Moreover, ASINs B0BS11SGQD, B0BRSL1PND are removed from Amazon catalog. I don't want to sell them anymore and obvioulsy I can't do that.

All my inventory were cleared after the account deactivation. All possible means to demonstrate that I comply with Amazon rules were taken during the appeal process.

I refuse from those ASINs that caused account deactivation. I just want to get back on track and continue selling sticking to Amazon policies.

Sincerely,

Burak Ekinci
Business Response
Date: 08/19/2023
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 19 Aug 2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:07/04/2023
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 purchased an item which was never delivered. The item shows it was damaged while in the shipping. i have tried contacting Amazon and the seller from Amazon to issue a refund for the item with mo resolution.
Business Response
Date: 07/16/2023
Hello *****,

I am Raman 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.

We are sorry to hear of the concern you have shared with us regarding the delivery on your order ending ****, and have reviewed the appeal in detail. We will not be able to issue a refund at this time.

We appreciate your feedback regarding the previous contact you have had with us and have forwarded it to the correct team internally for a detailed review. While, I do not have any other information at this time, we will not be able to share findings or action taken.

We need a detailed incident report in the format shared earlier so we can review the delivery and offer assistance. We look forward to hearing from you so we can take this forward.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:07/04/2023
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 closed my account last year, but today they charged me another $179 prime fee. why they closed my account but they still charge my prime fee. How can I use it? I asked them to either open my account or give me a refund. My Amazon account is ***********************
Business Response
Date: 08/02/2023
Hello ***************,

I'm Arun 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 complaint and see that your account has been reinstated.

Also, I see that we'll not be able to take any action on the prime charge from our end as its not a different Account.

I would suggest you to contact your bank and dispute the charge.

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

Regards,
Arun

Amazon.com
*****************************
Initial Complaint
Date:07/04/2023
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.
It all started when I went on vacation in around January-May. During that time, my Amazon account tied to my main email, ******************** was compromised, and apparently the hackers did something to close the account, because upon trying to log in, I had to prove I owned a card that was never on my account in the first place. Despite calls trying to explain the situation to Amazon, they told me there was nothing they could do, and they closed my account and permanently locked it. So I made another one, still upset that they closed my account due to something that wasn't my doing, but still attempting to use and operate their services. This time I ordered using a prepaid ***** and immediately Amazon closed the account, with no explanation, and despite following their prompts to show I had proof of the card, they showed no desire to actually reopen the account, and gave no justification as to why my accounts are being closed. Since then, I've made anywhere from 3-5 more accounts, using a variety of prepaid cards and even my personal debit card, all to the same result. I provide the information they desire, they say 24 hours, and then within 10 minutes it says more information needed, asking for the same thing I just sent. To me this proves that no human input is present throughout the process, and that they're relying on some convoluted ai system hellbent on denying me service for whatever reason. I'm not the only person in my house either, I live with 5 others, all with Amazon accounts, and each one of them are able to use their accounts with no issue whatsoever, except me for some reason. I'm at my **** end with this, as no matter what I do there's no resolution. I want a thorough explanation from Amazon why this discrimination is present and also what they'll do to fix it.
Business Response
Date: 07/18/2023
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 7/19/2020.

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:07/04/2023
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! You've been so helpful that I thought, why wait for Amazon to yank my chain around for months when it can be resolved right away with your help. I really appreciate the BBB! RE: ORDER # ***-0695786-9313015 I ordered a free-standing mirrored swivel jewelry cabinet from Amazon a few days ago. I've spent over $2000 on orders in the past 5 days for Xmas in July!! What came around 13 hours ago was a heavy box of hangers instead. Within 10 minutes of delivery, I opened up a box addressed to someone else by mistake (didn't read the label first, woops) and was further astounded when it said the jewelry cabinet had been delivered. I contacted Amazon.com right away in hopes that they could simply alert the driver to turn around and bring me my package. They refused saying that was impossible. How there could be such a severe chasm of communication is beyond me.. seems like being able to contact a driver should be available but whatever. So two hours later of two different phone calls to Amazon. The first asked me to send pictures of the hangers and I did so to their email. I was processed a return label. Um no. This brought back trauma of the last item I tried to return to Amazon and the months and months it dragged into. Just ridiculous.. so I'm back again for your help. I'm absolutely unable to send these hangers back. THEY"RE HEAVY and I don't have a car. When I called the second time to say no, I'm not sending you anything.. just bring my item to me or send a replacement. Their policy says they will send a replacement if the incorrect item is sent. This second call he asked me no less than 3 times the exact same question.. Ma'am, were you sent the incorrect item or did you not receive your item. I told him the same answer every time.. the only truthful answer: BOTH! You didn't send me my ********** sent some other stuff that's taking up precious space. BBB, Please help me get a replacement! I needed my item, I paid for it. They said it was delivered, but it was not!
Business Response
Date: 07/16/2023
Hello *********,

I am Raman 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 see the concern you have shared with the delivery on your order ending **** and have reviewed the notes. We will not be able to issue a refund or a replacement at this time.

The response shared was correct, as we need the item to be returned for a refund. We have shared a *** labelless drop off label but you can reach *** Customer Support if they can help with a Return Pick option.

This may cost you a little more, but we do not have the option to issue a Return Pickup label from Amazon.

We appreciate your understanding but cannot offer more options in this connection.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 08/03/2023

I was able to send them their hangers back and receive the refund.
Thanks for your help in getting this resolved.

**************
Initial Complaint
Date:07/04/2023
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.
First of all I am thankful to you for having such a platform to resolve these issues, Amazon has given 90 days time for fund release. I have appealed to Amazon after the expiry of the period and according to the legal process my The funds will be released with in 10 days which will be in my payoneer bank account. Now after 4 to 5 days my funds will leave payoneer and when i asked payoneer they said amazon has charged back my amazon account is also closed and i need amazon I am not receiving any reply from please help me to withdraw my funds I will attach the things I have and if you need anything else it will be available.
Business Response
Date: 07/06/2023
Hello,
Funds for the amount of 4502.28 USD were transferred to your bank account ending in 733 on 01/26/2023. They should have arrived within 5 business days of that date.
If the bank information on file is incorrect, the bank should return the funds. At this time, these funds have not been returned. You will be notified once these funds have been returned to your account.
Due to privacy issues, banks do not share customer account information. To locate these funds, we suggest that you call your bank and ask for the department in charge. Give them the trace number below and let them know that the disbursement has already been sent.
-- Trace #: 24HLXZHX49GKZT0
Once you have been notified that the funds have been returned to your account, please contact us at payments-******************************* At that time, funds will be transferred to your new bank account on file.
Thank you,
Payments Specialist
Amazon.com
Initial Complaint
Date:07/04/2023
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 Better Business Bureau Representatives,My name is *************************, and I am the Director of ********** a **-based company operating in the publishing sector, conducting most of its commercial activities through the Amazon Kdp platform.I am writing with the need to bring to your attention a serious issue we are facing with Amazon. On April 1, 2023, Amazon suspended our account, alleging that we had violated their policies, specifically the use of multiple accounts. I want to emphatically stress that this allegation is unfounded, as we have never managed or operated with any other accounts apart from our primary one.Despite our headquarters being located in ******, we have always made about 90% of our sales in the ** market. The arbitrary suspension of our account is having a significant impact on our commercial operations.Furthermore, Amazon's customer service has not provided any evidence to support its claim and, despite numerous reminders, has maintained its decision to block our account. This also entails withholding our royalties, amounting to approximately 25,687.22.I would like to emphasize that the suspension of the account has caused significant economic damage to our business. In addition to the unpaid royalties, we have incurred advanced advertising expenses totaling ****** to generate those sales. Moreover, a conservative estimate of the value of our business in case of a sale would be around *******, a value now compromised due to this situation.We turn to the Better Business Bureau in the hope that you can assist in resolving this issue. I remain at your disposal to provide further details or necessary documents.Best regards,************************* Director, *********
Business Response
Date: 07/12/2023
On 04/01, ********* KDP account was terminated for violating our content guidelines. ***************************** Director of ********* reached out to the Executive Customer Relations team, appealing his account termination. The team re-evaluated the case and confirmed the violations of Amazon's content guidelines related to having multiple accounts. Hence, we upheld the termination decision. ***************************** has been notified about the account termination decision on 4/14. We will not discuss this matter any further or provide additional insight.
Customer Answer
Date: 07/13/2023

Complaint: 20272338

I am rejecting this response because: I am reaching out to you regarding the deactivation of my account due to an alleged correlation with another account.Referring to your last email in which you conveyed your final decision to not reactivate my account, I am writing to inform you that I DO NOT OWN ANY OTHER ACCOUNTS and therefore, YOUR DECISION IS ILLEGITIMATE AND UNFOUNDED.There is no actual correlation with any third-party accounts!Furthermore, your support on May 18, 2023, confirmed the activation of my account and full access to the library.Your very own support acknowledged my non-involvement!Your behavior is illegitimate and lacks any coherence.

Sincerely,

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

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