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

59,536 total complaints in the last 3 years.
21,560 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:06/07/2023
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.
For no reason, Amazon is cancelling all orders on my account. I reported no issues but they are claiming I am associated with a different account. I provided proof that I am not. This is hatred towards a father with cancer and they will not listed. ***** said I should die.
Business Response
Date: 06/20/2023
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.

Sincerely,

Amazon.com
Customer Answer
Date: 06/20/2023

Complaint: 20155834

I am rejecting this response because:
How is it fair that Amazon will not provide evidence of what I supposedly did wrong. I did nothing wrong as a father with cancer.
Sincerely,

*************************
Business Response
Date: 06/28/2023
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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 06/07/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:06/07/2023
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 ordered several parts and an engine from Amazon on 5/16/2023. The expected delivery day was supposed to 5/18-5/24 and according to my emails I was supposed to have to sign for the package. I didnt receive any of my packages so that following week I reached out to Amazon and started the process of getting my items delivered. I explained to Amazon that the house in the picture for the smaller items was not my house. They explained that for the engine I would have to reach out to the seller so I began the claims process with them. Once I received the smaller items I realized that I wouldnt need these parts without the engine so I wanted to return them which was what the lady from Amazon had advised and she explained how to do so. I started the process of the returns and then Amazon closed my account. They wouldnt tell me why and the when the finally gave me a reason it was because of the returns which they had advised me on how to do. I still have not received my engine and cannot finish the claim for a refund or replacement. Once again I have it in two different emails that it was supposed to be signed. Amazon is not helping to resolve the issue and so I am left with no engine and without almost $2,000.
Business Response
Date: 06/20/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 20 June, 2023. This email confirms that the refund has been issued for ***** USD to the original payment method.

Sincerely,
********
Amazon.com
Initial Complaint
Date:06/07/2023
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 Sennheiser HD 660S2 ORDER # ***-5244210-9388216 March 2, 2023 with an amount of money that was paid $600 + tax. Package was returned through amazons return service, picked up by **** and *** delivered the package on March 14th 10:52 AM at the docks of which the package was signed for by Amazon "preload" staff tracking number 1ZR7Y0122609470891. Amazon told me to wait 60 days for a refund, of which it has been several months since then. Upon contacting amazon they explain that since 60 days have passed they cannot process a refund and that the package was not received or scanned into their system. *** states otherwise. They initially tried to explain the destination was not an amazon location which turned out to be false. I have spoken with *** who provided a delivery transcript of which I will upload here and they explained they cannot file a claim to investigate as amazon would have to do that. Amazon refuses to investigate the problem even though I have asked several times over the phone and has told me that my request for a refund has been denied and to reach out through another email to appeal again. I have reached out through the email in question but due to the length of time that I have had to deal with this problem and the substantial amount of funds involved I decided to take this a step further to the BBB. The package has clearly been taken from my hands and delivered accordingly through ***, if the package has been lost then it is no longer in my power to do anything nor is it my fault. Amazon seems to refuse any form of investigation and has informed me that there is nothing they can do nor will they process a form of refund.
Business Response
Date: 06/09/2023
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 return refund process on the order #***-5244210-9388216.

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:

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

As you haven't been refunded even after 60 days from the date of return, we recommend that you reach out to the carrier that you used to return the item to Amazon.

Without the return being received and processed, we won't be able to refund the items.

If you wish to appeal their decision, I request you to please reply to our email address **************************** with the details on why you should receive a refund for the item, or what happened to your return.

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

****** K
Amazon.com
***********************************
Customer Answer
Date: 06/12/2023

Complaint: 20155795

I am rejecting this response because: I have stated to amazon previously on several occasions that the package shows it was delivered and signed for by their preload docks. I managed to get *** to file an investigation which will take up to 8 business days to look into, despite this they were having trouble filing such an investigation due to amazon's agreement with ***. Amazon was refusing to work with me on the matter even in the cases of cutting communications on this matter despite explaining this issue or agreement.. Amazon refused a three way call or to reach out to the carrier despite their agreement with the company *** that states that amazon needs to be the one who files a claim. The email in question OFM@amazon was reached out to and explained everything in detail of which was met with robotic responses of the exact same email 3 times to contact the carrier. I will wait until I hear back from ***'s investigation with amazon to find out what has happened before any further action is taken
Sincerely,

************************
Initial Complaint
Date:06/07/2023
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.
5/30 Amazon supervisor was suppose to credit me ***** that they fraudulently took out of my account for an item they said I didnt return . When I did return it and it appeared on the website as returned. The supervisor lied and told me she would return my funds did not . Called today the same lie sorry this happened and will return the funds . I dont believe them due to the first time I called and wasnt taken care of. I think Amazon is incorrectly charging custom items theyre returning in the hope the customer forgets and they gain fraudulent revenue.
Business Response
Date: 06/09/2023
Hello ********,

I am Srujan 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 retro charge processed on the order #***-3698289-2789856. I see that the item returned on the order isn't return processed and hence the retro charge was processed by our system automatically.

I've reviewed the details of the order and see that the retro charge on the order was successfully refunded back on June 7, 2023 to your charged card.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days in case of credit cards and within 10 business days incase of debit cards.

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

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

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 06/12/2023

Complaint: 20155667

I am rejecting this response because:
I still dont have anything deposited into my account . No money given back
Sincerely,

*******************************
Customer Answer
Date: 06/12/2023

Complaint: 20155667

I am rejecting this response because:
I still dont have anything deposited into my account . No money given back
Sincerely,

*******************************
Initial Complaint
Date:06/07/2023
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 called them on this amount that was taken from my account, and they refused to give me any information on it, only stating that it was another person who did it, but stating it was not me, just my card. Scam!! Associate would not let me talk to any other person in the office in regards to this matter of fraudulent charges on my account. 10/31/2022 was the date, and found because of an audit to my account. $845.44 attached is receipt from my bank account
Business Response
Date: 06/09/2023
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.

Ive checked the transactions on your account and couldn't find any charges for the amount that you've mentioned. Since the credit card in question is not listed as a payment method, I am not able to investigate further and recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com

Customer Answer
Date: 06/17/2023
This issue has not been resolved. I have not heard from anybody and I have not gotten my money back yet, so I want the case opened again do not close it.

*************************;
Initial Complaint
Date:06/07/2023
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 May 31, 2023, I received a notification from Amazon requesting video verification to confirm the supply chain and the seller's identity. To schedule a call with support, I was provided with the following link for booking time slots: *****************************************************. However, it turned out that the link is not working at all. I am an honest seller and have nothing to hide from Amazon. I tried booking slots for video verification several times by clicking the link. The last time I booked slots for the following dates: May 19, May 23, and May 24. But the problem is that Amazon did not send me any meeting links. I tried booking slots repeatedly, but I never received a confirmation notification for the appointment. This situation occurred due to some technical error, and the link for booking meetings turned out to be faulty. I have also reached out to the seller support multiple times, but I have not received new links for booking a video verification slot. Amazon's inaction infringes my right to earn income and conduct entrepreneurial activities. I kindly request Amazon support to provide me with a functional link for booking a video verification slot. Thank you in advance for your assistance!
Business Response
Date: 06/13/2023
Seller needs to complete IPI and a link has been sent to complete it.
Thanks!
Initial Complaint
Date:06/07/2023
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.
Dear BBB Management,I am writing to express our dissatisfaction regarding the blocking of our Amazon account, under the name "WernGer". We believe that our account has been unfairly blocked and seek your assistance in this matter.Our Amazon account was blocked due to a verification process regarding the authenticity of our products. Upon receiving a notification from Amazon, we promptly submitted all the necessary documents to verify the originality of our items. We did so in the hope that it would expedite the verification process and restore the normal functioning of our account.However, to our disappointment, our requests and submitted documents were unjustifiably rejected by Amazon. We were not provided with any specific explanations for their decision. We consider this behavior to be unfair and unsubstantiated.Our company takes compliance with all Amazon's rules and policies related to product sales very seriously. We always provide all the necessary documents and information to confirm the authenticity of our goods. We are attaching an invoice to this letter as evidence that we offer genuine products to support our claims.We believe that the blocking of our account and the unlawful freezing of our funds are unjust and unwarranted. This situation has a significant impact on our business and our online trading reputation. We greatly appreciate your attention to our appeal and rely on your support and intervention to resolve this matter as quickly as possible.We express our sincere gratitude for your consideration of our letter and anticipate a positive resolution. Please keep us informed of any further steps or additional requirements that *** be necessary to address this situation.Sincerely,*****************************
Business Response
Date: 06/11/2023
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 11 June, 2023.
Thanks,
Amazon.com Seller Performan
Initial Complaint
Date:06/07/2023
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.
My account has been deactivated for a long time and I have not had with them was through a CaseLog that they responded to me on 06/04/2023. An Amazon, I have contacted them several times to ask for help in releasing my funds as a last resort and I always get the same response, the last communication I had with them was through a CaseLog that they responded to me on 06/04/2023, an Amazon analyst named ********* replied the following "After completing our investigation and reviewing the information you provided, we have determined that your Amazon seller account has been used to engage in deceptive, fraudulent, or illegal activity that ***** our customers, other selling partners, and our store. " and in another part they told me "The funds in your account will not be disbursed to you. This is a final decision made after reviewing the information you have provided to us." I don't understand on what rule they base to take such drastic decisions, they make me appeal my store by means of documents and proofs, telling the truth and arguing my old management of the account together with the new measures and management to reject my documents and continue in that decision, Amazon can not retain my funds accusing me of something that is not true, they can not accuse me and take a decision of something that I have already given them enough arguments for my account to be reactivated.I am asking you to please help me and intercede for me, I have many documents that explain what I did and why I did it, I need a different answer from Amazon and whatever I have done in the past, it is not a reason for them to withhold the money I invested in the account, please investigate this case and give me some answer, I will be very attentive if you need any specific information from me, thank you very much for your attention and understanding in this case, thank you.*********,Mouhcine Boutament
Business Response
Date: 06/09/2023
Hello from Amazon,

Please ask the Selling Partner to provide the registered email address of the account.

We will proceed further once they write back.
Initial Complaint
Date:06/07/2023
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 on Amazon's mobile app Wednesday 5-31-2023 I then proceeded to choose two day shipping which to the general public and ****** definition means i was expecting to receive my package within two business days of placing my order just like anyone else would, amazon then after i already placed and paid for my order amazon provides me with a delivery date 12 days away which is 10 days longer then I expected seeing how i paid for two day shipping service not 12 day shipping Order Number:111-9092619-8614606 Order Date: 05/31/2023 Order Total: $39.26 Arriving Dates 06-11/06-13 IF YOU COUNT THE **** FROM WHEN I ORDERED THAT IS NOT TWO DAY SHIPPING WHICH THEY CHARGED ME FOR
Business Response
Date: 06/09/2023
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 understand that your delivery date is longer when selecting Two day shipping.

Selecting One-Day or Two-Day shipping reduces the transit time to one or two business days after we've shipped your order, but won't impact the time it takes to obtain the item or prepare it for shipment. The shipping method time starts when the item ships. For example, it takes up to two business days after an item ships to reach you with Two-Day Shipping.

Please review this help page for more information.
************************************************************************************************************

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

Regards,
*****
***********************************
Customer Answer
Date: 06/09/2023

Complaint: 20155275

I am rejecting this response because:
Here is a screenshot of my app today it is shipped but still not arriving to Monday which the days from Thursday to Monday is longer then two days of shipping, so again Amazon is charging people for services they do not actually offer
Sincerely,

**********************************
Initial Complaint
Date:06/07/2023
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 have returned an item almost a month ago. It was delivered on May 18th, and I have yet to get my refund. I have talked to your people 3 times all of them telling me it will be refunded in a few days and still nothing.
Business Response
Date: 06/10/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the refund for the order#***-7108948-7490608 regarding return.

Based on the order details, the item is marked as returned at fulfillment center and the refund will be issued automatically.

The refund usually takes ***** days to process from the day the item is processed at fulfillment center.

Once the refund is issued you'll receive the confirmation email shortly to your registered email address.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************

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