Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,493 total complaints in the last 3 years.
21,511 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:06/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a stove top cooker under ORDER # ***-6432657-9846636. It was $391.13. After paying an electrician to install the cooktop, it was determined to be defective. I submitted the return and dropped the defective item off to **** Tracking # 1Z0W3R369039731066. *** lost the item, at least temporarily. Amazon finally received the stove back at some point but still has not refunded me for the returned item. I've called around a dozen times and each time I'm informed the item was received and the refund is being processed to be repaid in ***** hours. That was a week ago and two additional calls each time informing me to wait another ***** hours. I cannot purchase a new stove until I receive the funds back on the defective one. I'm also out the $90 I paid the electrician. Not to mention the huge inconvenience of calling Amazon customer service every other day for 2 weeks all while not being able to cook a proper meal!
Business Response
Date: 06/14/2023
Hello ****,

I'm Sandhya 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 details and I'm sorry to know that you haven't received refund for your return.

I've checked with our returns center and there is no tracking update after carrier received your return. We have opened an investigation with *** and please allow ** to investigate. Our team will definitely send you an email confirmation, when once the return and refund is processed.

As per our records, the estimated refund date shows Saturday, June 24, 2023, which is why we're unable to raise request for refund. In this case, I would request you to wait. Hope you will understand our limitations in this regard.

We appreciate you bringing this to our attention.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:06/13/2023
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 April 26 i ordered a wig from amazon online, the 27th it got here and was a defected item. I did a return and returned it on the 27th, i got a email about a week later stating that they couldn't process my refund through my bank, i called my bank and they stated that they weren't stopping me from receiving a refund, i've placed orders multiple times since and they've all went through and worked. I called amazon and they said they will automatically send my money through a check, they sent me an email on May 22 saying it'll take 2-4 weeks but it had already been 3 weeks since i first called on may 1st when they said they were initially sending the check. I called back today, June 13 because it had been almost 2 months and i still haven't received a check, refund, gift card, credit nothing. Now they said they were going to send my money back on my account even though they initially said the first time it didn't go through with my debit card. I still haven't received my money
Business Response
Date: 06/14/2023
Hello Jorden,

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

I'm sorry for the inconvenience caused with the refund issue on the order #***-0309591-3836234.

I've reviewed the details of the order and see that we were able to refund the complete order amount back to your payment method from the order on June 13, 2023. I apologize that the refund process was declined previously.

You'll see this refund to your card in the next 3-5 business days. You can view the status of your refund in Your Account here:

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

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

****** K
Amazon.com
*****************************
Initial Complaint
Date:06/13/2023
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 had a problem in the past with *** sure post. *** does not deliver to my town until after 3-4 and sure post has to deliver to the post office and then the post office to the homes, *** delivers after the post office closes at 3. so I have put in my instructions ever since to not send my packages by *** sure post. I have not had a problem until this package. I contacted the seller who said it was shipped by Amazon and to contact them. Amazon told me to contact *** and I have been through all of this before and it was a complete mess to the point I had to drive 4 hours round trip to get my package at the nearest **********. I was only compensated 10 dollars for this. Amazon completely ignored my request and now my package is going to go back as undeliverable and i wanted this package for my vacation. after speaking to 3 different people i do believe it was ignored deliberately after catching 2 of them including **** *** in blatant lies. I just want my package delivered to me. They didn't even offer to call *** to fix this situation and were trying to put this all on me
Business Response
Date: 06/14/2023
Hello ******,

I'm Sandhya 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 correspondence and I'm sorry to learn about the experience you had with order deliveries.

We use a variety of carriers that we've found provide the best service for our different shipping options and assign a carrier automatically when we ship your order.

If we can, we can raise request for priority carriers in future, but giving priority to other carriers doesn't guarantee that this carrier won't be chosen in the future, as some delivery methods are only assigned to ***** Hope you will understand.

However, I've forwarded this incident to our internal shipping department to rectify these errors.

We appreciate you bringing this to our attention.

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

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

Complaint: 20178488

I am rejecting this response because: this has nothing to do with ***** This has everything to do with sure post because *** will not deliver to the post office before 3. They try twice and then send it back as undeliverable. This is also about how my instructions because of this were ignored. If I cant get this delivered to my home I have to drive 4 hours round trip to get my package. I shouldnt have to do that. If instructions are going to be ignored then dont put instruction box there. I would like something done so my package gets to me. It is right now out for delivery which means its on *** truck to go to the post office and it wont get to the office before they close. So I will get the message attempted to deliver building was locked

Sincerely,

***********************
Initial Complaint
Date:06/13/2023
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.
Order number 113-1872453-4411403 was received damaged yesterday. The bottle of tire dressing was leaking from the cap. It not packed to prevent the bottle from moving around. I have pictures of the box prior to opening. I have pictures of the box showing the leak. I have pictures of the cap with the leak. Amazon says return it, *** will not accept it leaking. If I pour the liquid out I lose proof of the leak. I've sent pictures and a hand written note to Amazon as requested. They said they don't get the information. I have proof of the information I sent. They continue to say it was not received.
Business Response
Date: 06/18/2023
Hello ******,

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

I'm sorry for the inconvenience caused with the delivery of the item ordered in 113-1872453-4411403.

To help you with this, I've worked with our internal partner team on your request. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

Ive pasted their response below for your convenience:

To be eligible for a refund, we ask that you return the item you ordered within the return window. You can mail your package back using the return label provided in our Online Returns Center

(**************************************)

In most cases, after the carrier has received your return package, it takes about two weeks for us to receive and process your return.

As a return is required for us to refund the item, you may return the item if you wish to get the item refunded.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 06/29/2023
The other complaint was on ****'s Polishes Tire Dressing. It was leaking due to improper packaging. The bottle rolled around and started leaking. The box shows the leak, I took pictures of the box prior to opening and a pic of the bottle. The *** store will not accept it due to the leak. Amazon knows that, yet they insist I return it.

***
Customer Answer
Date: 07/06/2023
I'm not happy with Amazon. They refuse to refund the purchase price of the tire dressing. I sent pictures of the box and item. I can't return a leaking bottle. They know that!
Initial Complaint
Date:06/13/2023
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.
A seller has stolen my copy-written published artwork (VA-2-348-659) and is selling it on amazon.com. Amazon instructed I purchase the item the item to confirm it was not mine and I did so. Amazon has an online form to report stolen copyrighted artwork which I have now filled out multiple times. Each time I fill out the form I receive an email shortly after that states that something was missing from the form which I know for a fact is not missing. Instead of providing me a way to have direct correspondence which would allow for a simple fix, the email states I fill out the form again. I am continually refilling this same form and making sure to not miss anything and also citing the previous times I filled out the form with reference numbers. I feel as though amazon is deliberately making this difficult for people like myself so we eventually give up and they are able to continue selling the stolen artwork without any issue. There is no other reason why a large company that is so heavily staffed would not have some sort of way to directly correspond over such an important issue.
Business Response
Date: 06/14/2023
Hello *********,

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

I'm sorry for the inconvenience caused with the copyright infringement issue had with your published artwork.

I've reviewed the details of your complaint and suggest you to submit a written notice to **. We have an online form available to submit copyright infringement notices for content appearing on the Amazon.com site. You can find it by following this link:

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

I understand you have submitted the forms multiple times on our website but received a response stating something was missing from the form.

In this case, If you wish to contact our ********************* particularly if you have an item you would like them to consider for review, you may send mail to the following address, filling in the appropriate product type (e.g. Books or CDs & Vinyl) and category (Romance, Jazz, etc.):

Amazon.com (Product) Editorial
(Category) Editor
705 *********************
*******, ** 98104

I hope you find this information helpful. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 06/15/2023

Complaint: 20178404

I am rejecting this response because:I received a response earlier today for complaint 12926485341. It stated: -- The description of your copyrighted work does not match the content you reported as infringing.
this is utter nonsense as the image being sold that is stolen from my artwork is literally a complete duplication with a small tweak. Either no one reviewed my message and saw them to compare the images or you simply think I am not worth the time.
you are asking me, as a company that exists in the online realm, who has provided online links to send a handwritten letter which impedes on my time after these back and forths and expect a different result meanwhile you have all the proof at your fingertips with what I provided.
I attached a copy of my copyright as proof it is registered with the ** government which I was unable to do with your online form.
Sincerely,

*********************************
Business Response
Date: 06/18/2023
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.

In continuous to our correspondence, I've reviewed the details of your account and see that out internal team has already action on the request received from the form(s) submitted.

Ive pasted their response below for your convenience:

Thank you for your report of infringement. We reviewed your report and removed the infringing content on the ASINs listed below. We are in the process of removing the associated inventory. This process can take up to several days depending on the volume of inventory that needs to be removed.

ASIN: B09RVFF4SH
Complaint ID: ***********

You may retract this complaint. Retracting this complaint would allow the reported sellers to re-list on the reported ASINs.

To retract a complaint submitted from Brand Registry, please use the "Retract a complaint" link in Submission History (*****************************************************************).

To retract a complaint submitted from the Report Infringement Form, use the Retraction Form (**********************************************************). You will need the complaint ID provided above to submit a retraction.

If you have additional notices that you wish to submit, our team only investigates one type of infringement per submission and no more than 50 ASINs per submission.

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

****** K
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:06/13/2023
Type:Delivery 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.
June 10, 2023 $96.06 The seller is reusing to send my order out in a timely matter thee is suppose to be here on Friday the 16th but the seller hasn't shipped the order. amazon is doing nothing to help me in this matter all they do is protect the seller and not care about there customers.
Business Response
Date: 06/14/2023
Hello *******,

I'm Sandhya 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 are having issue with the delivery of your recent order #***-1064111-7838617.

Upon checking, I see progress in shipping and package is scheduled to deliver on Tuesday, June 13.

In this case, I would request you to wait till Expected delivery date. I've forwarded your incident to our internal shipping department, to rectify such errors.

If you don't receive the product by then, please feel free to contact ** directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

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

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.
Dear Better Business Bureau, I'm the owner of the Amazon seller account, ************ with Merchant Token ID A3HPMXD2DL33F3. I'm writing to bring forth a formal complaint against Amazon for the deactivation of my Amazon seller account. Despite my numerous appeals to reinstate the account, ********************** has not addressed the matter.Upon receiving an email from Amazon informing me of the account deactivation, I was cited for violations of Amazon's Seller Policies, Seller Code of Conduct, and Drop Shipping guidelines. In response, I promptly submitted an appeal accompanied by supporting documentation to substantiate my compliance with Amazon's policies. I included a comprehensive plan of action to rectify the drop shipping violation, along with evidence of successful deliveries. I also submitted documentation to prove that I am willing to change my business model, which is FBA PRIVATE LABEL. I want to demonstrate that we sent images of the products that we are planning to sell on FBA. We want to make certain that we will no longer drop ship our products and that we remain in compliance with Amazons Seller Code of Conduct. Despite my careful adherence to their requirements and the meticulous submission of my action plan, Amazon has been repeatedly rejecting my appeal without offering any constructive feedback.Thus, I am submitting this formal complaint in the hopes of seeking your assistance to capture Amazon's attention and encourage them to review and assess my appeal, with the ultimate objective of reinstating my account and the release of my funds. I anxiously await a favorable response from you concerning this matter. Thank you for your invaluable assistance in resolving this issue. Should you require any further information, please do not hesitate to contact me.Best regards,************
Business Response
Date: 06/14/2023
Hello,
We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.
Thanks,
Amazon.comSeller Performance
Customer Answer
Date: 06/15/2023

Complaint: 20178188

I am rejecting this response because: I have submitted documentation to prove that I am willing to change my business model, which is FBA PRIVATE LABEL. We sent images of the products that we are planning to sell on FBA. We want to make certain that we will no longer drop ship our products and that we remain in compliance with Amazons Seller Code of ************************************************************
Initial Complaint
Date:06/13/2023
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.
Hello Amazon,I have ordered a car lcd player from Amazon and this is ORDER # ***-0211144-0829042 but it came damaged from the corner and I called amazon to pick up this order but they told me I have to ship it back with any carrier. So I ship with DHL and the tracking number is 3871776016.In over 80 days I have not gotten a refund yet. I have attached a return receipt and POD copy from DHL.I request you to please help me with my refund. I trust amazon why i buy and if i get this experience i will never buy online.If you have any concerns, please let me know. I value your business and would like to resolve this issue in a timely and amicable manner.Thanks ***** ******************************************* CEO ******* limited
Business Response
Date: 06/14/2023
Hello *****,

I'm Sandhya 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 details and I'm sorry to know that you haven't received refund for your return.

As per our records, we're unable to track the return. In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed.

In this case, since its passed more than 60 days, we recommend that you reach out to the carrier that you used to return the item to Amazon.

We appreciate you bringing this to our attention.

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

Regards,
Sandhya,
Amazon.com
***********************************
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.
On May 30, 2023, I ordered a total of 6 Champion Sports Bras as part of a Try Before You Buy Orderfour one style size 40DD & the remaining two another style $28.00 each in black and ****. The both the black and **** I read ran smaller in size, so for those two items only I purposely increased the size from the 40DD I ordered the other four in to, 40DDD for these two remaining bras. The black color arrived fine with the size 40DDD, as ordered, but the **** color looked smaller. When I checked the tags had been removed and an attempt to put back was made, but it was clear they were tampered with. Also he size tag was missing which should reflect the size of the bra. I had to look inside by the hooks to see this bra was not a 40DDD, but a 40DD instead, unlike the exact style of the black which this style ran smaller and would not fitwhich was why (again) I intentionally made the pair bigger in my order. I then tried to complete an exchange online, for the same exact item I had already ordered but did not get the accurate size I requested, and then noticed the price was being changed from the $28.00 to now $36.00; I thought to myself, theres is no way I am paying $8+ tax for a mistake someone *********. Well Ive spend the past two evenings trying to correct this issue but all I get is the run-around, that department isnt opened; there arent any supervisors; theyll leave notes, but when I called back for first talking with *****, and then ******, and last Applethey cant seem to see any previous notes. I have called already twice, and spent over an hour on this one issue. I do not work for Amazon or get paid by them, I pay them. I will just as soon return every last **** bra and go without to get my money back for even the other 5 that were fine, just to make a point, & that is I wont spend nearly $180 to get screwed for someone elses mistake & be told only a refund is possible with no chance for a price adjustment for what I originally paid and didnt get.
Business Response
Date: 06/19/2023
Hello *******,

I'm Sandhya 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 details and I'm sorry for the inconvenience you have experienced with "Prime try before you buy order".

I've investigated with our internal team and see there is no price increase in the item. However, to make things right for you, we have issued refund of $174.68 to your original payment method on Friday, June 16, 2023. You will see this refund posted to your account within 3-5 business days.

We appreciate you bringing this to our attention.

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

Regards,
*******,
Amazon.com
***********************************
Initial Complaint
Date:06/13/2023
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.
Dear Better Business Bureau, I'm writing to you as the registered owner of the Amazon seller account, International CML with Merchant Token A1UOAP0NNSBKOO. I wish to file a formal complaint regarding a suspension notice I received from Amazon last year. Despite my continuous efforts to appeal the decision, I have not received any further responses through the performance notifications. I acknowledge that our suspension was a result of repeated Dropshipping violations, which arose due to unforeseen circumstances. Our supplier experienced a surge in orders, which significantly impacted their operations, resulting in delays. Moreover, a system failure in the courier office led to a mix-up in the addresses of our buyers. While I take full responsibility for the shortcomings in managing our dropshipping model, I assure you that significant changes have been made to rectify these issues and improve our business practices.To address the concerns raised by Amazon, we've implemented specific rules within our warehouse to ensure compliance with all Amazon policies. In addition, we have proactively sought out new and reputable suppliers and made the decision to shift our business model to FBA wholesale. Despite the repeated rejections of our appeals, we have persistently sent appeals and actively trained our team, including myself, to uphold better seller practices. Together, we have extensively studied the resources provided by ****************** exchanging ideas to enhance our business operations. Our team has also introduced comprehensive guidelines such as the Order, Packing, and Shipping Guideline, as well as **************** Guidelines, to ensure strict adherence to the rules and regulations set forth by Amazon.On behalf of the team, thank you very much for hearing us out. I'd really love to have my seller account reinstated, and I am hoping you can help us out. Thank you.Respectfully,International CML
Business Response
Date: 06/15/2023
Hello,

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

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com

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