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

59,479 total complaints in the last 3 years.
21,517 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:06/14/2023
Type:Service or Repair 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.
My name is ********************* *********************** and I have been a customer for 20 years at ******************** US. I made tens of thousands of dollars worth of products and hundreds, if not thousands of purchases over the time period with very minimal return/exchange unless the product received was defective. I recently (around the end of May 23') received an email stating that I violated their user policy and therefore they had to close my account without further explanation. After several rounds of attempts to contact their customer service, the only explanation I got was that my ** account was violating their policy and therefore they had to shut it down along with my ** account, and that is final.I have only made a handful of gift purchases on the Amazon ** site over ten years ago, and I have not made any purchases, let alone returns, on that site in over ten years. Instead of helping me figure out whats going on, the lackluster effort of the customer service agents and treating me like a criminal is what I would consider as the opposite of the so-called customer centric approach of **********************. The shuttered ** account does not affect me as I no longer use their services, but the closing of my Amazon ** account in good standing affected a wide range of products and services which I have paid for and no longer have access to, such as videos, ebooks, audiobooks as well as prepaid audiobook credits. Amazon customer service agent sent multiple emails claiming that I would still have access to all those contents, but the matter of fact is that the closing of the account disallows access to any of the platforms, such as Prime Video, Kindle, and Audible and login is not possible. Closing a loyal customers account over some act that they did not commit and treating them as guilty without any explanation is unacceptable. I request that Amazon either launch a thorough investigation over the stated violation of policy, or reinstate my account immediately.
Business Response
Date: 06/16/2023
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 the account in question. Upon checking your amazon.com account I see that it is currently active.

You can place new orders in it. In case if you are having any trouble accessing your account then we request you to contact ** over phone and get in touch with account change team, they will help you access your account.

Here's a link to our Contact ** page:

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

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

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 06/20/2023

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:06/14/2023
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 was promised a refund for a product after the seller gave me the run around while trying to get a resolution for a product. I was given the window of 5-7 hours and after the time frame I attempted to contact Amazon again where I was transferred to several agents and the last agent stated they could not honor what was quoted from a previous agent.
Business Response
Date: 06/15/2023
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.

Im sorry, were not able to accept the return for Keyboard. We accept the return of merchandise as long as it's returned in new condition within 30 days of receipt. The return window for this item has been expired on
March 31, 2022

Unfortunately, a refund or replacement cannot be processed. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

We request you to please contact manufacturer for more details on warranty of the product.

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

Regards,
*****
***********************************
Initial Complaint
Date:06/14/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am *********************. I have an Amazon Seller account and have been operating and selling at Amazon Marketplace via Fulfillment by Amazon exclusively, but I got suspended in June 2022.I want to give your office an overview of my account status to help you understand my dispute and hopefully help me negotiate with Amazon to reactivate my account because I still have withheld funds amounting to thirty-four thousand four hundred fifty-four dollars and thirty-three cents ($34,454.33) that needed to be withdrawn as soon as possible.Amazon requested a virtual identity verification to confirm the supply chain on my FBA inventory. But on June 3, 2022, I received a new notification that I had failed the video verification process. I answered the Amazon representative to the best of my knowledge and submitted the required documentation they requested, which I strongly believe proves that my new deactivation notice is an error. I am humbly asking your good office to help me negotiate with Amazon to reactivate my account and withdraw my funds amounting to $34,454.33. Please know that I only sell on Amazon Marketplace, and this is my only source of income. That is why I really need to resolve this issue as soon as possible. I want to confirm that my team has always abided by the policies and guidelines of the Marketplace. Thank you for taking the time to read my request. I hope that you can assist me in this matter. Good day.
Business Response
Date: 06/20/2023
Seller failed IPI and the account does not fit reinstatement. BBB portal updated. Seller notified about it.
Thanks!
Initial Complaint
Date:06/14/2023
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 ****************** Gift Bag with Tissue Paper and Card and it arrived damaged, because the Amazon driver left it on my porch in the pouring rain and didn't bother to ring my door bell or knock and hand it directly to me.I ********* my package as soon as I got email confirmation that it was delivered. The brown paper packaging and the contents were soaked and dripped all over my floors.Amazon refuses to refund me or to replace the item. The 4th person I chatted with via Amazon chat offered me a $5 promotional credit for the issue and never sent it. After that I had Amazon call me. I was treated like dirt and expected to send back the dripping wet, damaged item to get a refund or replacement. I told the customer service representative that I threw out the product and packaging after the person I talked to via chat promised me the promotional credit. He told me I could keep, donate or expose of the item! The customer service representative still refused to listen to me, and again refused to give me a refund, replacement or a $5 promotional credit and demanded I send back the items.A few days before that I received expired Goldfish crackers. Amazon is not professional at all, and they need to learn how to treat their valid customers!
Business Response
Date: 06/18/2023
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.

We are sorry to hear that you didn't receive your refund on damaged items.

Usually a return is required for all returnable items, however, making an exception on this Order for a refund.
Rest assured, we have processed refund today on Sunday, June 18, 2023 at 1:02 AM (PDT)

Refund amount $4.27 to your Original payment method (Gift card balance).

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

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

Regards,
*****
***********************************
Initial Complaint
Date:06/14/2023
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.
Placed this order# ***-9649212-9683417 on May 19, 2023 for pickup at an Amazon Hub Locker in a 7-Eleven store. This was for a ******* S23 Ultra phone, ArmorSuit screen protector, and Torras phone case for a total of $1,176.55 including taxes. However, I was unfortunately unable to pick it up before May 24th at which point I received an email from Amazon saying that my package is no longer available for pickup and that I will be issued a refund within 3 - 5 business days. Its been 3 weeks and I still haven't received a refund.I reached out to customer service via chat today and they said that after their investigation, they can't provide a refund...which makes no sense since these items were automatically returned to Amazon since I was not able to pick it up in time. They then proceeded to tell me to file a police report for some reason.This is completely irrelevant since this was delivered to a Amazon Hub Locker and I just never was able to pick up my order. It has nothing to do with delivering to the right address. I expect Amazon to refund me for the order since they automatically returned the item back to them.
Business Response
Date: 06/16/2023
Hello Grant,

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.

We understand that you didn't pick the item from Amazon hub locker before 05/24 and it was returned back to seller.
Apologies for the inconvenience caused with customer service representative as they couldn't process refund.

Rest assured, I've processed it now to your Original payment method.
Refund amount : $1176.55. You will see the credit within 3-5 business days.

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

Regards,
*****
***********************************
Customer Answer
Date: 06/16/2023

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:06/13/2023
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 product on Amazon with the description: Barilla Manicotti Pasta, 16 oz. Box (Pack of 12) - Non-GMO Pasta Made with Durum Wheat Semolina - Kosher Certified Pasta. What I received was **** oz. boxes, NOT 16 oz. boxes. When I tried calling the customer service # ************, the operator refused to take my order # and wanted my email to "send a confirmation email" to approve confirmation. When I would get the email, while on the phone, they kept asking if I received it and when I hit approve on the email and told them they hung up. I did this 3 times. Each time I called they each asked the same questions, refused my order #, and sent the email, and hung up. One of the operators even told me they were going to disconnect the call. I spoke with ******, a supervisor named *******, and a ******. They refused to give me any other numbers to help me. It is hard to contact through the website because it gives you the options return or replace. I just want my complete order. I ordered and expected ***** oz. boxes not 8 oz. boxes and would like them to send the other half of my order. I wanted to be able to speak with a person to let them know. Now I'm concerned that my email and/or Amazon account is in jeopardy.
Business Response
Date: 06/15/2023
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'm sorry to hear that you didn't receive what you Ordered. I'd take this as a feedback and share it with our internal team for review.

I'm unable to replace the Order, instead I'm processing a refund to Original payment method.
Amount : $39.31
You will see the credit within 3-5 business days.

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

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

Regards,
*****
***********************************
Customer Answer
Date: 06/16/2023

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:06/13/2023
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 placed an order for 2 of MyMAX Type C 1300mA Super-Fast Qi... on April and decided to return both on April 24 via their ****** return process. On May 29 I received an email stating that one of the chargers was not returned and I will receive a charge back for the charger they stated was not received. I immediately contacted customer service via chat and the customer service rep stated that she could see that both were returned and she stopped the charge back. Fast forward to today June 13, I received another email stating that I will be charged for the not returned charger. I contacted customer service again. I am now being told that I have to submit more paperwork instead of them immediately fixing this issue.
Business Response
Date: 06/15/2023
Hello *******,

I'm Praveen 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.

We apologize that you have been retro charged for the item you returned from order #***-4762563-8572215. We're happy to assist you further.

Please reply to this the email with your responses to the following questions in English or Spanish. You have to reply from the email address associated with the Amazon account that you used to place this order.

Youre able send your responses directly in an email or through an attachment such as a PDF or JPG file.

To be considered for review, the Incident Report has to be completed before this date: 7/15/2023. Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________
2. Today's date. (MM/DD/YYYY):_______________
3. Date return item was shipped. (MM/DD/YYYY):_______________
4. How did you ship back your return? ( For example: *** picks up, *** drop off, mailed with ***** or ************* *************** etc. ):_______________.
5. Description of the item returned (item name, color, size, quantity, etc.):_______________.
6. Have you experienced prior issues with returning items to Amazon?_______________
Thank you for your cooperation.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/15/2023

Complaint: 20183269

I am rejecting this response because:
I have submitted this information twice already with no results
Sincerely,

*****************************
Customer Answer
Date: 06/20/2023
1. Order number: 112-4762563-8572215

2. Today's date. (MM/DD/YYYY): 06/20/2023

3. Date return item was shipped. (MM/DD/YYYY): 04/24/2023

4. How did you ship back your return? ( For example: *** picks up, *** drop off, mailed with ***** or ************* *************** etc. ): Drop Off at ****** Store located in ************, **

5. Description of the item returned (item name, color, size, quantity, etc.): 1 of 2 MyMAX - Type C 1300mA Super-Fast Qi Wireless Charging Receiver and Adapter

6. Have you experienced prior issues with returning items to Amazon? No

This is the 3rd time I have submitted this same information. Please be advised that I did initially receive a refund, however, I was recharged because Amazon stated only one of the items was returned. There were 2 of the same items that were returned.
Business Response
Date: 07/02/2023
Hello *******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that a full refund was issued on Tuesday, June 20, 2023. I hope the issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
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:06/13/2023
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.
My family shared my amazon acct ******************* My cousin used her grandmothers card to make purchases and the grandmother disputed charges. I have told amazon repeatedly to charge MY card on file and no one has access to my accounts from now on. They refused insisting the dispute be reversed but that isnt my card to do so with. So I opened up a new Amazon account they have also closed despite my saying repeatedly to charge my card ending in **** OR take it off my $1500 gift card balance on my other account ************************* So now I have lost access to both my accounts. One with a $1500 gift card balance I cant touch. *** told them charge the gift card balance or the card (my card) ending in **** for the $500 in disputed charges. Either way, I want my remaining gift card balance on ************************* Ive spent the last 2-3 weeks trying to get this resolved.
Business Response
Date: 06/26/2023
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.

We have reviewed your account and the new account you have created.
To make it right, we have re-activated your account and you can view your gift card balance and activity here:
*************************************************

Unfortunately, we do not have the option to charge from your Gift card balance, please help me with Order IDs so we can charge you on the card ending with 6037.

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

Regards,
*****
***********************************
Initial Complaint
Date:06/13/2023
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 file a complaint against Amazon.com regarding the sudden closure of our employee account ********************* and the subsequent denial of access to the account. We believe this action to be unjustified, and it has caused significant inconvenience and potential financial implications for our business, eWarehouse.Today, we received an email from Amazon.com stating that our account was being closed following a review of our details.This sudden closure has disrupted our operations and has left us without access to crucial features and purchase history associated with the account.Our business and employees have always adhered to Amazon's terms of service and guidelines. Our employees only access their accounts from our office, which shares a common ** address. We understand that Amazon implements security measures to protect user accounts, and we respect their commitment to safeguarding customer information. However, we believe that the closure of our account based on ** address linkage is an overreach and an unfair characterization of our activities.It is worth noting that our account was restricted previously due to a payment verification requirement which we promptly provided the requested payment verification information and after amazon reinstated the account. Therefore, it is disheartening to see that Amazon has now decided to permanently close our account based on the ** address linkage, despite our compliance with their requests.We urgently request access to our account be restored. Our business heavily relies on the features and functionality provided by Amazon's platform, and the closure of this account has created significant difficulties for us. Furthermore, the account holds a vast amount of purchase history, which is crucial for our tax filing obligations. Denying us access to this information during tax time jeopardizes our ability to accurately file our tax returns and meet our legal obligations.
Business Response
Date: 06/15/2023
Hello from Amazon,

Please ask the Selling Partner to provide the Encrypted Token ID.

We will proceed further once they write back.
Customer Answer
Date: 06/15/2023

Complaint: 20182600

I am rejecting this response because: I am not contacting about a selling account. I am contacting about my Amazon.com customer account for *********************

Sincerely,

Ewarehouse Llc
Business Response
Date: 06/29/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 6/29.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:06/13/2023
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.
My Amazon seller account was open more than 6 months ago. And I send Merchandise to Amazon to sell from their warehouse. They never posted any of my product in public because they way I send was not correct. I understand, every month they charged from my account, I have been trying to close this account since months. I received all the my product back but I'm still getting charge. Almost $300 dollars I paid so far. Without selling anything. Now I owe them $120 something again, to close, not a single customer service people will pick the call, every time when I call. When I open case they will close the case with in 5 mins and say here is the link to close the account. Every single time when I click the link, it won't allow me to close. I just need to close the account and I don't want to pay any more please. This is ridiculous. I'm tired if losing money for nothing. All my product is sitting in more pilled up.
Business Response
Date: 06/15/2023
Hello from Amazon,

Please ask the selling partner to provide a screenshot of the error received while closing the account.

We will proceed further once they provide the required information.
Customer Answer
Date: 06/15/2023

Complaint: 20182392

I am rejecting this response because: Now it's only showing that account needs to be zero to close. Before it was we can't close your account until all the removal process.
I understand the removal process. But why you charging me more? Because it take more than 30days.
I don't have problem to pay for removal then you charging me for monthly fee too.
I don't want to go through this. Please call me directly to my number that's provide, I can make $120 payment I need to close account right way. It's so hard to speak to a human in Amazon.
I need you to call me with in 12 hours.
Sincerely,

***********************
Business Response
Date: 06/21/2023
Hello from Amazon,

Please ask the Selling Partner to use the link to close the account: ***************************************************************************

If they are facing any issues, they need to contact our Selling Partner Support team via: ******************************************************

Regarding call, they can also contact us by phone using our online click-to-call feature (between 5:00am and 6:00pm 7 days a week, Pacific Time):

               1. In Seller Central, click the "Get Support" link at the bottom of any page and click Contact Us.
               2. Select the service you need help with.
               3. Click the closest subject that matches your issue/concern and select Phone.
               4. Select the country, provide your phone number and click Call me now.

We'll call them and assist with their questions.
Customer Answer
Date: 06/23/2023

Complaint: 20182392

I am rejecting this response because: I tried at least 15 times. Now I paid again $126.02
And close the account. ********************** is a rip off. So far charged me around $500 dollars. Not sold a single item in website, posting never made public either!!! Please at least give me $126 back. Just for a courtesy. I'm tired of it, I will never take a seller account again
Sincerely,

***********************
Business Response
Date: 06/28/2023
Greetings,
Upon checking, the selling account has been terminated on June 23, 2023.
Thanks.

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