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.
21,514 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:06/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am *********************. I am operating an Amazon Seller account but last 12 January 2022 it got deactivated due to policy violation of Seller Policy and Seller Code of Conduct and Dropshipping Policy.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. We are operating and using a dropshipping model on our business, as per Amazon policies and guidelines, this is deemed acceptable as long as we can guarantee that only our name is identified on all our items. Unfortunately, in our recent transaction, our team failed to do a thorough quality check on the items before they were shipped to our customers, which triggered our current policy suspension on Seller Policy and Seller Code of Conduct and Dropshipping Policy. We are proactively sending our appeals to help reactivate our account and improve our store operations. From the start of my business, my team and I can guarantee that we have always been abiding by the policies and guidelines of the Marketplace. We are asking your office to help us negotiate with Amazon to reactivate our account to continue selling on the platform because this is my only way of generating income. I hope that you can back up my business to reach out to Amazon and persuade them to give us another chance to be part of the Amazon marketplace again. Thank you for the time to read my request!
Business Response
Date: 06/15/2023

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 6/15/2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:06/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am *******************. I am operating an Amazon Seller account but last 28 November 2022 it got deactivated due to policy violation on Seller Policy and Seller Code of Conduct and Dropshipping Policy.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. We are operating and using a dropshipping model on our business, as per Amazon policies and guidelines, this is deemed acceptable as long as we can guarantee that only our name is identified on all our items, unfortunately, in our recent transaction, our team failed to do a thorough quality check on the items before they were shipped to our customers, which triggered our current policy suspension on Seller Policy and Seller Code of Conduct and Dropshipping Policy. We are proactively sending our appeals to help reactivate our account and improve our store operations. From the start of my business, my team and I can guarantee that we have always been abiding by the policies and guidelines of the Marketplace. We are asking your office to help us negotiate with Amazon to reactivate our account to continue selling on the platform because this is my only way of generating income. I hope that you can back up my business to reach out to Amazon and persuade them to give us another chance to be part of the Amazon marketplace again. Thank you for the time to read my request!
Business Response
Date: 06/25/2023
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 6/25/2023.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:06/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent a message about a month ago that my Amazon account has been placed on hold despite providing the necessary information needed for the gift card that I used. I was gifted a $250 amazon gift card from the phone company I am currently with because it stated that after six months of use, they would provide us with a $250 gift card of any store from our choice. So I chose Amazon, and they gave that to me, but within minutes of using the gift card to buy some things, the next day my fairly new account got placed on hold. There were some things that I bought before the hold that actually came, and some things that didn't arrive, including a $97 door dash gift card. If there is any way to unlock my account, or at least temporarily, that would be appreciated. Thank you for your time!My account email: ************************
Business Response
Date: 06/27/2023
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 8 June, 2023.

Sincerely,
Amazon.com
Customer Answer
Date: 02/16/2024
Ever since the beginning of last year around this time of month, I had been locked out of my account which had cashed over $200. I was given an Amazon $250 gift card from my father as part of a phone plan that grants a gift card to the users after an entire year has passed, and so I had used that for my Amazon account that I signed in with my phone number ************ (I forgot the password). I have a few other accounts with my email ************************* and the same thing happened to one of those accounts but I had proof that I had used my own gift cards that I earned which unlocked it after awhile. However, when I asked my father to provide proof of the gift cards so I could use it to unlock the account with the phone number, it only locked me out again, and after a few more retries with more proof it permanently locked me out. As a side note, the reason I got locked out was because I attempted to buy another gift card on Amazon, which I had done with my other account as well which resulted in the same consequence. I had attempted to reach out to the company over and over again and a few times they would give my account the option to send more proof, but that really did nothing as it would always just keep me permanently locked out. I am very displeased with this service considering I've been trying to unlock this account for almost a year already and the fact that a full $200 is now gone to waste which was gifted to us! I would appreciate it if this issue could be resolved. Here is the proof of the gift card.
Business Response
Date: 03/19/2024
Hello,

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

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

*****
Initial Complaint
Date:06/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Saturday, June 10th, I purchased a skateboard for $20.55 & paid $10 for NEXT DAY SHIPPING. Not counting Sunday for the obvious reason, I should have received my item today (June 12th). As of this writing at 8:32pm EST, I have not received my item.I tried for about an hour to speak with customer service for a refund as this was a gift that was delayed for no valid reason, but all they want to do is refund me the $10.00 shipping fee. I was told my item will be here by Wednesday, June 14th, almost a week after the purchase & far beyond the one day shipping window I paid for.
Business Response
Date: 06/14/2023
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 understand the order was supposed to be delivered in one day.

I've checked and see that a refund was issued for the shipping charges. Unfortunately thats the only compensation we can issue. However, please be assured that feedback has been forwarded and will ensure these issues are avoided in future.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2022, one purchase was made from my Amazon buyer account, ******************* it was returned later. In November 2022, Amazon system locked my account. I supplied documentation of the purchase, then account was unlocked. 10 days later, account was locked again and never reopened.
Business Response
Date: 06/24/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Customer Answer
Date: 06/24/2023

Complaint: 20177731

I am rejecting this response because:
1. There is only one return on this account, locking it for more than half a year is punishment enough already, please unlock.
2. Also, I requested *********** back, I even requested Amazon to feel free to restrict any purchase on this account, so whatever T&C that Amazon thinks this account violated, there won't be any harm from this account. I just need access only. Please unlock.

Sincerely,

*********************
Initial Complaint
Date:06/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased using a debit card paper placemats that when I received them they were larger than I thought. I returned them and Amazon issued a credit to my Amazon account. I want a credit back to my debit card as I want to be able to spend the money where I want to spend it and not necessarily with Amazon.
Business Response
Date: 06/13/2023
Hello ***********,

I'm Sai *********;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

I have reviewed your complaint and I understand your concern regarding the refund method of the order#***-9141320-9386607.

Upon research I see that you have chosen immediate refund instead of original payment method hence, the refund was issued to your account in the form of gift card.

However, as the gift card is unused I will issue refund back to the debit card as a one time exception and you will receive this amount back to the original payment method within **** 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,

Sai babu
Amazon.com
***********************************
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:06/12/2023
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.
I purchased artwork through Amazon from a vendor portraying themselves as Uttermost. The vendor at the beginning of this transaction ended up being 1Stop Lighting and has since changed their name to NV Lux Decor. This vendor is an imposter and a SCAM. I have tried to work with Amazon for a month now and am not getting anywhere with their A to Z Guarantee. I paid $530 for a very large art piece. What I received is not what was pictured. This is a simple issue. I paid for something I didnt get. I want a credit for the full cost of the purchase and was more than happy to return the item. HOWEVER, the vendor did not post or document anywhere on their post that returns are the responsibility of the buyer. Going through Amazon, the return should be covered by the vendor or noted. To return such a large painting would cost me nearly $1K to return, more than the artwork costs. I have asked the vendor and Amazon to provide a paid return shipping label or arrange freight pick up and I get no response. I have seen the REAL Uttermost artwork in person in a showroom. It is very textured. It has cream and white colors, gray, sage green, black, brown, and gold leaf. It is a Giclee, with texture and and many of the colors are painted on top of the print. What was sent me is not Uttermost. It's a FAKE. The colors are light pink, various shades of blue (Not sage green), and purple. These are pastels. There is some white and some gold but nothing like what the original picture has and is supposed to look like. This looks like someone tried to copy the picture and painted it themselves with water colors, it's flat, no texture. I have explained this issue to SEVERAL people at Amazon and have asked to be escalated. I have shared with Amazon and with the vendor pictures of what I have received and what it's suppose to look like. The vendor is not doing anything. Amazon said they could give me a $250 gift card. How does that help me? I want a full refund and a paid return label.
Business Response
Date: 06/20/2023
Hello,

We have denied the customers request for a refund on this order 113-0579273-6121044. Customer raised a chargeback dispute on this order and this dispute is still pending with customer's card issuer. We are currently working with your card issuer to resolve this dispute.

Card issuers usually resolve chargeback disputes within 30 days, but sometimes it can take longer. If customer needs more information or wishes to cancel any disputes, please request them to contact their card issuer.

Sincerely,
******
Amazon
Customer Answer
Date: 06/20/2023

Better Business Bureau:

I'm not sure exactly how to respond to this. Amazon was doing NOTHING to resolve this issue. After over a month of back and forth with Amazon and trying to the issue the resolved, it was not resolved. A vendor with Amazon cannot ship out garbage and expect to get paid and Amazon was not doing anything about it other than wasting my time. So the next action that I took was to contact to the credit card company for a resolution and to dispute it. So if Amazon's response is that now because it's with the credit card company, they get to wash their hands of it, well then it is what it is. Not acceptable from Amazon, none of it. This is not a resolution, this is pawning it off to another entity for resolution.

Sincerely,

*****************************
Initial Complaint
Date:06/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase on May 23, 2023 for ****** and I used my Amazon Credit Card to make this purchase. It was delivered to my home on May 31, 2023. At that time the item was no longer needed. I went on their website and processed a return. I brought the item to *** on June 1, 2023. I received a email from Amazon stating that my refund was I being processed. I checked my credit card statement and didnt see my return. I called Amazon on June 9, 2023 to inquire of my refund. I was told at this time that my refund was placed on a gift card. I told them that I hadnt used a gift card for this purchase I used my credit card. I asked to speak to a manager. When the manager got on the phone and explained again what had happened, she informed me that she could not issue my refund as I had used the gift card to make a purchase. Again I stated that I didnt know I had a gift card. I then told her to cancel my remaining orders. She stated that she could not cancel one of the orders as it was out for delivery. I told her that once the item was received it would be returned to Amazon. She told me that once it was received at Amazon she would personally see that my refund was placed back on my credit card. The item was returned to Amazon via *** this morning. I received *** email from Amazon this afternoon stating that my refund had been issued. So I called Amazon to see when my refund would show on my credit card. After speaking to yet another supervisor I was told that this refund would not be going back to my credit card and would remain on this gift card. I then called there corporate office and was told that there was nothing they could do but transfer me back to customer service. I am seeking ******************** to help in this matter, and my credit being placed back on my credit card
Business Response
Date: 06/14/2023
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.

When you request for a return label, it comes with refund preference as well. When you choose the refund to account, you will be issued refund to the gift card. As a reason, a refund in the gift card form was issued to the order. The gift card is now partially used. Unfortunately we are unable to take action. Even if you return the item and get back to the gift card balance, we will not be able to refund as there is no option technically.

I hope this information helps you in future.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/12/2023
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 is billing me for something I never ordered and never received. ORDER # ***-0452605-8688260 was never made. They debited my account $47.30 without my permission. I called customer service on 6/12/2023 and they said they could not refund my money on a product I never ordered or received. This is unacceptable. I want a full refund asap.
Business Response
Date: 07/11/2023
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 to learn about the order you have placed.

Our account specialists have checked and couldn't find any unauthorized activity. I would request you to please check with your family members so that they can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/12/2023
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.
I pay a monthly fee for Amazon prime, I ordered some merchandise on Saturday 6/10 it was to be delivered on 6/11 by 11am, I received a notification that the it would be delivered by 7pm. 7:35pm I received a notification that they could not access the building or dwelling. I live in a single family home, in a neighborhood with no gates. I also received 2 packages earlier that day from Amazon with no problem. I called Amazon logistics, spoke to ******, he stated it would be delivered today 6/12, I still don't have my package. I called Amazon they can only tell me that it's at a warehouse. No explanation on why it wasn't delivered today, no real resolution... False business practices, no resolution, false advertisement not to mention pointless customer service
Business Response
Date: 06/13/2023
Hello *******,

I'm ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We are sorry to know about your delivery experience of your recent order #***-9106325-5057843. We understand from your complaint that you needed the detail explanation for the package not been delivered. The order has been delayed due to unknown reasons and I have forwarded this as a feedback to our shipping team for further review.

As the package has not yet been delivered we consider it as lost and I've created a replacement for you at no additional charge. Here are the details:

Order Number: 113-1431254-2825052

Guaranteed Delivery Date: Wednesday, June 14, 2023.

Here is a direct link to check on the status of your replacement order:

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

I've also issued a $10 promotional credit to your Amazon.com account to make up for this inconvenience, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

The promotional credit doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.

For more information about promotional credits, including the terms and conditions of use go to:

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

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: 06/22/2023
The issue has been resolved

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