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

59,514 total complaints in the last 3 years.
21,505 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:06/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a frame off of their website and the seller on Amazon is not willing to fix this issues with the purchase. I have also contacted amazon and they are not willing to help either. The frame is missing pieces and the sizing is off. I have tried to work with the seller including sending pictures.
Business Response
Date: 06/12/2023
Hello TeMarkius,

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 understand that your concern regarding the seller item you purchased on our website.

I'd like to inform that, whenever they place an order with the seller on our website the funds will be directly sent to that seller and they will take care of the complete responsibility of the order.

Upon checking your correspondence with seller, seller was asking you to measure the bed frame according to the dimension and send it to them as per the attachement. However, seller confirmed that there is no missing parts. Since the bed frame doesn't fit in with your mattress we ask you to return the product to seller.

Please reply to the seller message sent on Jun 11, 2023 for return mailing label.

We appreciate your patience and understanding here.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:06/11/2023
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.
I have 200 dollars in Amazon gift cards on my Amazon account they will not let me use! They will not explain the reason or give me any kind of information to resolve this issue!
Business Response
Date: 06/22/2023
Hello,
We have sent the necessary guidance to the customer via email. We sent this information to their registered email address on 06/22.
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:06/11/2023
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 bout a mini bike off of Amazon it was supposed to deliver by may 24th to June 1st but the third party that was shipping it through Amazon only billed me never took it to *** or never had *** come retrieve the package so therefore the pack got delayed until June 2nd through June 7th still no response I get a email from Amazon JUNE 6th Saying Greetings, We are unable to process your refund for the amount of ****** USD for Order: ***-3223301-9423412 to your original payment method or issue the refund to another card. However, we can issue a refund by mailing a paper check or crediting an Amazon Gift Card to your Amazon account.Please contact us by replying to this email with your preference. If you choose a check, please include your full legal name and current mailing address.Notes: Gift cards will be applied to your Amazon account balance in 1-2 business days. Check refunds are sent from our ******* offices, using the **** ************** for domestic addresses and Airmail for international addresses. It can take 2-4 weeks for your check to be processed and delivered.This refund is for the following item(s): Item: ******* Powersports CT100U-B Mini Bike for ************* 13+, Gas Powered Trail Bike, 98cc/3.0hp, Black Quantity: 1 ASIN: B07XKW4XRR Reason for refund: Item not received Here's a breakdown of your refund for this item: Item Refund: $599.99 Item Tax Refund: $46.50 I responded I would like the money added to me as gift cards please Later on that day I received a email saying Good day ********,This is ****** from Amazon.com Billing Team. I trust this email finds you well.Thank you for contacting us back regarding the declined refund on your order, #***-3223301-9423412 I've requested a gift card in the amount of $[AMOUNT]. You should receive the gift card claim code via e-mail within the next 3-5 business days. I get the balance try to use it and they locked my account then proceeded to close
Business Response
Date: 07/03/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 7/3/2023 confirming account reinstatement.

Sincerely,
Amazon.com
Customer Answer
Date: 07/11/2023

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,

Kenchasa Sprewell
Initial Complaint
Date:06/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi I have absolutely had it with Amazon and their terrible customer service. I was sent some basketball I purchased for a birthday present and I was sent used and open packs damaged cards and not to mention not as many packs as promised. This ruined the birthday present so when I contacted Amazon I was told send the item back for refund. I sent the item back and ever since then every agent I speak to has a new song and dance and make me jump through 10 hoops only to find out the info they gave me was incorrect. After 2 weeks I come to find out *** lost my package and amazon tells me if the item is lost we will override the return which I do So. After contacting *** getting a confirmation number specifying the item has been lost I contact Amazon and even though they told me thats all I needed they still tell me I have to wait 30 days for my refund. Im absolutely outraged at the neglect and disregard not to mention the worst service Ive ever received what so ever. I have been hung up on talk down to lied to and mislead and all Ive wanted is my rightful refund to repurchase a birthday present and amazon is doing nothing to help me.
Business Response
Date: 06/12/2023
Hello Shahin,

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'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help ** with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** from the email address on the account used to place the order.

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

Regards,
*****
*****************************************;
Customer Answer
Date: 06/12/2023

Complaint: 20171062

I am rejecting this response because: there trying to make me contact the same people who forced me to create this complaint is the first place. When I contact the customer service all they do is speak to me extremely rude then say they have told me what they need to. They dont let me ask any questions and hang up. The email they need is ******************** and the order number is 114-2279696-8065043. Ive been lied to repeatedly every call is a new agent that tell me something completely different. They had me contact *** 4 times each timing having me wait over 45 minutes promising me once the item is deemed lost is get my refund. After 4 very long calls *** marked package lost even gave me a confirmation # which *** notated that this item hasnt updated since the 4th and there deeming the package lost. An agent from Amazon told me to get all this done, after i do all the leg work dealing with all that hold time the Amazon employee with a attitude and a little giggle to his voice says there is nothing I will do to help you and you have to wait 30 days. I dont care if your not happy this is our process sorry and hangs up after making me call ***. I even got an email from Amazon to do this the agent says yes I see the email Im still not doing anything. Im not sure what I did but this treatment is uncalled for unprofessional and just wrong. I pay them monthly so they can mess with me i dont get it so I refuse to call those heartless so called customer service reps if rather solve it here so if they dont honor what they said I can file a complaint.

Sincerely,

*************************
Business Response
Date: 06/18/2023
Hello Shahin,

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 returned items.

Rest assured, we have processed refund today on Sunday, June 18, 2023 at 1:05 AM (PDT).
Refund amount $87.04 to your Original payment method.

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.

Best regards,
*****
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:06/11/2023
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.
unexpected delay and irresponsive customer service even when i asked for solution, customer service seems just copying email template instead of finding a way out
Business Response
Date: 06/12/2023
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 your experience didn't reflect that. I'll gladly take any necessary actions to ensure that you and other customers don't encounter service below our standards moving forward.

Upon checking, I can see that package delayed in transit and expected to be delivered on or before Saturday, June 17, 2023. Since the product is being shipped internationally through DHL carrier, there might be some delay, due to unforseen incidents.

As an alternative, I can suggest you to contact DHL carrier services for more information on this.

We appreciate your patience and understanding here.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/12/2023

Complaint: 20171041

I am rejecting this response because:

I mentioned I ordered the product on 11-May because I need the product for a music performance on 16-Jun in ********* time zone. Which means 17-Jun arrival is not acceptable.
Amazon said the bottleneck is on carrier side, but actually, i have contacted DHL. DHL responded that they only received shipping request on 9-Jun, which should be the package arrival date, and DHL still not receive the package yet. The package is still on Amazon warehouse. It is unacceptable for Amazon such a poor delivery arrangement and ask customer to wait for the delivery for over one month. And seems Amazon did not read my email attachment in the bbb complaint carefully since they did not respond to any wordings i mentioned. I feel so disappointed towards Amazon response, they even reply like a bot drafting email template when I complaint to BBB.

Sincerely,

*****************
Initial Complaint
Date:06/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Amazon for an early Father's *** gift because my fiance accidentally broke the bluetooth earphones I had gotten him so I was going to order a replacement set to get here the next day. I placed the order on May 21, 2023. It was estimated to arrive on May 22, 2023 by 8:06 AM. On the delivery instructions I left the door number and asked that they not leave anything outside by the door because there have been several times that packages have walked off being left there too long and my having no knowledge of it's arrival, didn't know any better. I have learned from my mistakes tho and am incredibly clear now as far as deliveries go. I even left my door number instead of leaving instructions for them to take it to the office because they are too wishy-washy. Well the next day came around and my boyfriend works for the place that we live in so he is pretty cool with the people that work the front so he went to talk to them about whether or not the order came and the office said, "Yes, but I sent it back because it didn't have your name on it." He came and told me so I called Amazon who said that it was delivered and blew it off so we got the video of the delivery driver leaving with the package and I called to see if I can submit that to them and once lady said yes this happens all the time for the driver scanning all of the packages right when he gets in the truck and some can't be delivered or so much and so forth. She said she would request the video in an email then to attach it to it and send it back so I did everything that was asked of me and when I called back the next day they said that it couldn't be validated and I need to file a police report. I have done that as well and called back and now its like its a game for them and they have me jumping through hoops to see if I will do it or not and when I do they come up with another hoop to jump through. The total of the package was $36.57 and I just want either the stuff or my money back.
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 - I've provided the BBB with a copy of this message.

Were sorry to hear that you havent received your item(s) from order #***-6208103-8253048.

Based on the results of our investigation, we aren't able to provide refund or replacement for this order at this time.
Please review the **Mail sent to your **Mail address on Wednesday, May 31, 2023 at 10:46 PM (PDT)

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

Regards,
*****
***********************************
Customer Answer
Date: 06/15/2023

Complaint: 20171007

I am rejecting this response because:
I have attached a video of the Amazon being told by the new manager that I was not a resident there because my name isn't on the lease. Clearly, your driver leaves with the package at the exact same time and on the exact same day as the driver quoted the delivery. I talked to an employee at Amazon who said that happens all the time because the drivers only have a certain amount of time to deliver everything so they immediately just scan it all in as delivered then forget to go back in and untag it. In this case, your driver forget to return it to but that is not my fault and it will not be on my dime. If y'all have so many drivers y'all can't validate yours from the next, make them wear a uniform even if it is only a hat distinctly for employees. This has been so drug out but it will not cost me the $40 package and my refund because I stated in my delivery instructions my room number so the driver should not have stopped to delivery it at the office. I didn't request that I requested it come to my door, hints the room number. I am not paying for your driver's carelessness. If anything you guys need to.
Sincerely,

***********************
Initial Complaint
Date:06/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I found there is a credit card charged ****** CAD by Amazon.** on May 29 2023, and there is a subscription item has been purchased automatically without any notice. I found the situation immediately after the credit card charged then contact Amazon customer service, at this moment, that item has NOT been shipped, so I asked for the order cancellation. The customer service agent ******** gave me the solution: At this point, we don't have an option to cancel the order. I'm really sorry about this. I hope you'll understand our limitation. I have checked and see that this item is non returnable item you need not to return it to **. You can either dispose it or donate it someone or you can use it.In this case, you need not to return it we will help you with full refund.so, please contact us once it been delivered.He or she mentioned that when the item was delivered I could refuse the item and apply for the full refund.And on June 10, I just notice this item leave in front of my door without my signature or even a door-knocking. I asked a new agent how to refuse it and get the full refund, she and her supervisor just gave total different solution: this is a non returnable item and can not be returned. without the item being returned, we can not issue refund.All the conversations has been uploaded to the supporting documents.What I asked for is just what the last agent said, when it is delivered, I can get the refund.Order #***-4076550-0213036 Order total CDN$ ****** (1 item)
Business Response
Date: 06/21/2023
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 really sorry to hear about the interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. 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.

I understand that you received the subscription item. Upon reviewing, I can confirm the subscription is now cancelled and you do not receive further subscription Orders.

Unfortunately, the Order you received is a non returnable item and we do not have the option to refund it. We have sent the same information to your E-Mail address on Saturday, June 10, 2023 at 9:32 PM (PDT)

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

Regards,
*****
***********************************
Customer Answer
Date: 06/21/2023

Complaint: 20170957

I am rejecting this response because:

Sincerely,

****** Cai
Initial Complaint
Date:06/10/2023
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 3 items they received back. They are making me wait on my refund was purchased with a vanilla gift card I paid them. I want my money back they got the product I should not have to wait 2 weeks. A regular card you don't have to. I want my my money now the ring was a return from the 4 th
Business Response
Date: 06/12/2023
Hello *******,

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

I've reviewed the Order ending with **** and confirm that the refund has been processed $22.22 on Sunday, June 4, 2023 at 9:13 AM (PDT)

Reviewed this Order ending with **** and can confirm that the refund has been issued back to ************ Gift card for the amount $9.64 and it has been processed, please contact the card provider for more information on this refund.

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,
*****
***********************************
Initial Complaint
Date:06/10/2023
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 name is **************************************. I have an Amazon seller account and operated exclusively under the *** program when we got deactivated last 28 May 2022. Since I started the store, I have made sure that I always aligned with the Amazon Marketplace policy guidelines, and that my team is always compliant with every business protocol that we constructed to guarantee that we always give our customers first-rate products and services. I want to give you an overview of the status of my account so you can properly understand my situation and help me with my dispute.My account got deactivated after being linked to another seller account and consistently sending appeals to prove that we are not related to this seller account. My store has individual entities, documentation, and management.We are asking your good office to help ** amend our ties with Amazon and help ** persuade them to recover our account. My team constructed a measure that will guarantee full compliance with ALL of Amazons policies and guidelines and prevent future violations.I do hope that you can help us in this matter because I only sell on the Amazon Marketplace platform and this is my only source of income, which is why I really want to recover this account. Moving forward, I will make sure to carefully check ALL the information pertaining to my seller account handling. Thank you for the time you spent reading my request, and I do hope that you will assist my business to persuade Amazon to reactivate my seller account.
Business Response
Date: 06/12/2023
Hello,

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

We took this action because our records show that this seller lost their Amazon.com selling privileges under another account. Once we remove selling privileges, sellers are not allowed to establish new accounts.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges on May 28, 2022. We notified the seller of this decision by email on that day.

Due to the proprietary nature of our business, we do not provide detailed information on how we determine that accounts are related.

Sincerely,
Amazon.com
Initial Complaint
Date:06/10/2023
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 writing to seek your assistance regarding the suspension of my Amazon seller account on August 18, 2022. I kindly request your help in negotiating with Amazon to reactivate my account and facilitate the withdrawal of $17,948.12 in withheld funds.Operating in accordance with Amazon's policies and guidelines, my store utilizes the dropshipping model, ensuring that only my store name is associated with the items we sell. However, a recent oversight occurred, as my team failed to conduct a thorough quality check on the shipped items, resulting in the current suspension for Dropshipping and Seller Code of Conduct violations.As Amazon Marketplace is my sole source of income, I appeal for your help in mediating with Amazon to reactivate my account. I assure you that my team and I will strictly adhere to all rules and regulations going forward, prioritizing compliance with the Dropshipping and Seller Policy and Seller Code of Conduct.
Business Response
Date: 06/12/2023
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 6/12/2023. Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 12/07/2023
My name is *************************. I am writing to ask for your valuable assistance with my deactivated Amazon account due to a policy violation on the Seller Policy, Seller Code of Conduct, and Dropshipping Policy as of August 18, 2022. I previously used the dropshipping model in my store, which, in accordance with Amazon's policies and guidelines, is permissible provided my store ensures that all items are identified solely by my store name. Regrettably, a recent lapse in my item inspection resulted in the shipment of items to customers without my store identification. This oversight is what has led to the current suspension of my account due to the aforementioned policy violations. My team and I have taken this issue very seriously and have been diligently working to rectify the situation. We have been submitting appeals to Amazon in an effort to reactivate my account and done my best to improve the operational standards of my store. I can affirm that, aside from this unfortunate incident, my team has consistently upheld the policies and guidelines stipulated by the marketplace since the start of my store. I am reaching out to request your support in negotiating with Amazon to reactivate my seller account. I believe your assistance could help persuade Amazon to allow us to continue selling on their platform. Thank you for considering my request. I truly appreciate your time and look forward to the possibility of reactivating my account.
Business Response
Date: 12/12/2023
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 12/12/2023.

Thanks,
Amazon.com Seller Performance

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