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

59,462 total complaints in the last 3 years.
21,540 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:06/01/2023
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.
This response is by Amazon: Hello,As we informed you earlier, we have closed this account. We took this action because you consistently asked us to issue refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds to you at this rate.After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site.Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on ********************.*******************************************************Honestly, I don't know what they are talking about because I have not made any refund or several attempts to request cancellations of orders or orders. I think there is an error since I have not done such actions, at most I have made 3 purchases last month and nothing more and now it says that my account is blocked. What they just told me by email seems unfair to me because I have not done that.There must be something else to access my account as it was before, I don't know if someone entered my account and did the same Amazon sends some emails notifying the end user about such actions so I did not receive any email.****************************************************************I really need help about this case because is unfair they just closed my account with any real reason.
Business Response
Date: 06/13/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 13th June 2023 confirming account reinstatement.

Sincerely,

********
Amazon.com
Customer Answer
Date: 06/13/2023

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:06/01/2023
Type:Sales and Advertising 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 allows Chinese vendors to sell items on its websites and fails to notify its customers where this item is shipping from. This causes any issue when the purchaser has a deadline or a due date to receive these items in a timely manner. The issue is is that Amazon does not voluntarily identify these sellers so the purchaser has to cancel those items and reorder them from a different vendor. In the mean time costing the purchaser 2-3 dollars per transaction on their credit cards and waiting for one item to cancel to order the next one. I would describe these transaction fees as predatory and Amazon is being less than transparent about these charges and using vendors outside of the US
Business Response
Date: 06/03/2023
Hello ****,

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

I've reviewed your comments and I understand your concern in this regard. We appreciate your feedback.

I've passed your message on to the appropriate department in our company for consideration.

We value this kind of feedback, as it helps ** continue to improve our store and provide better service to our customers. However, we will not be able to share any outcome in this matter.

We hope to see you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:06/01/2023
Type:Billing 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 want to remove my past credit card payment methods and they tell do this online however there no "delete card" button my accont only an "add card" When I called customer they tell there no way to accomplish deleting cards any other way
Business Response
Date: 06/03/2023
Hello Mr ******** style="color: rgb(0, 0, 0); font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 12.16px;">
I'm Abhishek 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're sorry to know about the inconvenience you've had in removing the card from your account.

Unfortunately, we could not locate any account with the email ID you've mentioned in the complaint. You can delete a credit card from your list of payment options in Your Account (*******************************************). Just go to "Your Payments", then select the card you wish to edit on the left side of the page. The card opens in the center of the page, click 'Edit' under the card name. Select 'Remove from Wallet' to remove the card from your account.

If you're still unable to do it, we request you to contact our customer service over call, they'll guide you with this process.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 06/06/2023

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. Within minutes of submitting the complaint I was able to work out a resolution with an Amazon employees via telephone

Sincerely,

***********************
Initial Complaint
Date:06/01/2023
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 loaded $2000 worth of gift cards in my Amazon account. My uncle had bought them for me as a gift. I used the gift cards to purchase items from the Amazon website on 30th April 2023 and the next day my account was suspended for potential fraudulent activity. The items I purchased were never delivered to me. I was asked to submit documents to confirm my ownership of the gift cards. I submitted multiple documents like scanned copies of gift cards, my bank account statement, redacted credit card and my passport. Despite submitting these documents multiple times, my account remained suspended for a few days and was later closed by the account specialist due to fraudulent activity. I called Amazon customer care over two dozen times but I always got the same response from them "I have taken down your details, your problem shall be resolved within 24 hours". It has been over a month since this happened and I still haven't got my money back.
Business Response
Date: 06/14/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/14/2023 confirming account reinstatement.

Sincerely,

Amazon.com
Customer Answer
Date: 06/14/2023

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:06/01/2023
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.
Amazon has closed the account I just registered, please unlock it for me.My account number is: ******************
Business Response
Date: 06/12/2023
Hello,

We have denied the customers request for a refund.
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.

We notified the customer of this decision by email on 6/1/2023.

Sincerely,

Amazon.com
Initial Complaint
Date:06/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an investor who was exploring potential business opportunities when a friend suggested that I start selling on Amazon. Being unfamiliar with the Amazon platform, I sought advice from my friend, who recommended hiring a Virtual Assistant (VA) to manage my account. I posted a job for a Virtual Assistant on ******** and received numerous candidate applications. After conducting a brief interview process, I selected a candidate and hired them. However, due to my limited knowledge of Amazon's business models, I failed to conduct the interview with proper parameters.Regrettably, my VA started engaging in dropshipping without my knowledge. We were unaware that our supplier would send products in their own packaging, and I was unaware that using a third-party supplier for business purposes was against Amazon's policies. Consequently, Amazon detected this violation and deactivated my seller account. Despite appealing multiple times to explain the situation, Amazon did not accept my explanations.I want to emphasize that I successfully shipped all customer orders without any negative feedback on my account. I ensured timely delivery of all orders and have not engaged in any activities that could harm Amazon or its customers After the prescribed 90-day deactivation period had elapsed, I initiated an appeal to retrieve funds associated with my account. In response, ********************** requested a video call verification as part of their rigorous identity verification process, which I successfully completed. Subsequently, Amazon requested additional documentation, which I promptly provided. Regrettably, after a few days, I received an email from Amazon stating that I am purportedly involved in fraudulent and illegal activities. (Please find attached a screenshot of the email for reference.)I wish to reiterate emphatically that I am not involved in any form of fraudulent or illegal activity. In an attempt to seek clarification, I have duly contacted the funds team to ascertain the specific grounds for the denial; however, regrettably, I have not received a response from them thus far."
Business Response
Date: 06/06/2023
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2022-12-28.
Merchant Credit Team Amazon.com

Customer Answer
Date: 06/07/2023

Complaint: 20129238

I am rejecting this response because i am not involved in any kind of fradulant and illegal activity. I provide all the documents. I also provide the Purchasing card statement. My all orders has been shipped. No A to Z claim from customers. The policy violation was due to lack of knowledge. After violation we take preventing steps to avoid such issues in future. Ask bussiness to provide proof of my involvement in Fradulant and illegal activity.

Sincerely,

***********************
Initial Complaint
Date:06/01/2023
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 want to start and say I have been a loyal Amazon Prime member for 3 plus years so back to my problem I order a sweet pants from Amazon and they never arrived I tried to get in contact with customer support but they kept giving me a run-around and each Amazon representative kept giving me different answers the first two said I was getting a refund and then the next day I was told I wont get any refund and they wouldnt help and they wouldnt even let me submit proof then to make matter worst they closed my account for no reason I just want my refund I dont even care about my account anymore it would be nice if they could restore but this experience has left a bad taste in my mouth
Business Response
Date: 06/21/2023
Hello ******,

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

I've reviewed your complaint and checked your account and the order number mentioned by you.

Your account is currently active and you will be able to place new orders from it.

Upon checking the order in question I see that the concerned department has requested your to wait till July 1, 2023.

By that time the refund will should get processed.

Your patience and understanding is highly appreciated. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 06/23/2023

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:06/01/2023
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.
A return of a laptop computer case, they claimed they issued a refund on a gift card, never received a gift card and the request was for it to be refunded on to the credit it was purchased from. I don't want a gift card since I will no longer do business with Amazon
Business Response
Date: 06/04/2023
Hello ****,

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

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

I've checked and see that $23.57 was issued to the gift card balance as per the choice you have provided while requesting return label.

Further, I see that the balance is now already used partially. Its too late to take any actions.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/01/2023
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 called multiple times through amazon corporate who refuses to close my account. I want the account closed. I have been speaking to an person from ********* who refuses to transfer me to a supervisor. Has repeatedly stated that he does not know how to close the account or provide me access to a supervisor to do so. Also refuses to provide me an employee number or any other identifying information. Call was taken at 06:41:53 am EST. Employee refuses to pass call to supervisor.
Business Response
Date: 06/03/2023

Hello *****,

I'm Abhishek 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're sorry to know about the inconvenience you've had with closing your account.

We can confirm there is no hold on your account, an email was sent by our customer service associate recently. Please follow the instructions in the email to close the account. If you face any issues to login to your account, we request you to write us back with the screenshot of the error you get. We need this information to investigate further.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 06/10/2023

Complaint: 20128965

I am rejecting this response because:
This is the proverbial "runaround." I am calling into Amazon because I have not been able to login to my account for several months, which has already been explained to at least 6 different representatives at your company. Your company claims that 2FA is off on my account. However, when I try to login it, it repeatedly asks me to verify a security code that is being sent to a phone number I no longer own. I have gone through multiple rounds of verifying information, sending in photo ID, etc. and ********************** still cannot seem to handle a simple account closure request. What are the next steps?

Sincerely,

***********************
Business Response
Date: 06/21/2023
Hello Mr. ********* style="color: rgb(0, 0, 0); font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 12.16px;">
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.

Thank you for writing back to us with the requested information.

Further to our previous correspondence, I can confirm there is no "two step verification" enabled on this account. We request you to write us back with the below information for further assistance by our specialist team.

Name on the account:
Phone number to reach you:
Time zone:
Best time window to call:

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 07/14/2023
I have tried literally 15 times to have Amazon.com close my account. I spent 4 hours last night arguing with customer non-service last night and the account is still not closed. Your company has been extremely adversary and non-cooperative. I need Amazon to close the account as requested. If Amazon refuses to comply, I need contact information for the Amazon legal department to make service of process.
Business Response
Date: 07/15/2023
Hello *****,

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

I understand that you want to close your Amazon account.

I'd love to assist on this, however, I wasn't able to find the account you asked about on your message. For your account's protection, We'd request you to please help us with E-Mail address filed on the account.
Once we receive more information, we would locate the account and investigate further.

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

Regards,
*****
***********************************
Initial Complaint
Date:06/01/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My *** Amazon account has been suspended due to being related to another unknown account. I am certain that this account suspension happened due to a mistake. I do not have any other Amazon *** accounts created in my name. Additionally, I am not involved in managing any other Amazon ***. On May 29, 2023, I signed a contract to use the *** Champ software. I wanted to optimize my sales data, receive centralized control, and monitor my account online, knowing what happens with it every second. After signing the contract form with a representative of *** ************* on May 29, 2023, I provided the necessary access to this service to use cookies from my computer. I also provided my email address. After couple of hours, I received a notification about suspending my *** Amazon account for being associated with some other account. This software, to which I gave access to my account, used cookies and my email unsafely, resulting in my account and some other unknown blocked account being linked. In other words, my account was suspended due to the coincidence of the ** address of my account and someone else's unknown to me and computer browser data also. My problem is that I gave access to my computer and account data to an unknown third-party software. This software turned out to be malicious and collected data on the server of that application, which connected me to another Amazon account.I deleted all software access to my account to remove the mistakenly established relations. I also informed the company - the developer, via email that I wanted to suspend our cooperation and the use of their software. I am attaching the Software License Agreement with the development company *** Champ. I am also including email screenshots confirming the cause-and-effect connection between registration in the software service and the timing of account suspension. Please review all the information I have described through the internal system and reactivate my Amazon *** account.
Business Response
Date: 06/06/2023
On 5/29/2023, the publisher's account was terminated after we found a link with other KDP accounts, which is a violation of our Terms and
Conditions. However, on 6/2/2023 and after an additional review, we determined that the account was erroneously linked and was reinstated. The publisher has been notified accordingly.
Customer Answer
Date: 06/07/2023

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,

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

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