Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  1150 S Columbia Ave Campbellsvlle, KY 42718-2465

• 

  Amazon.com

  1245 E Washington Ave Ste 300 Madison, WI 53703-3040

• 

  Amazon Fulfillment Center

  3350 Laurel Ridge Ave Ruskin, FL 33570-5526

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  Amazon.com

  1516 2nd Ave Seattle, WA 98101-1543

  

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:05/30/2023

  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 put a request in to close my Amazon.co.** account. I was trying to use Prime Video earlier and it kept connecting to ****** account instead of ****** account I had on ****************** so to try and avoid that from happening I put a request in to close the Amazon.co.** account. I read through the below prior to requesting it and NOWHERE does it mention that closing the account on amazon.co.** would ALSO close my amazon.com account. The emails about confirming the closure came from amazon.co.**. I tried the chat feature to get it back and they said it could be handled by a different team and put a call request in. I spoke to someone on the phone who said that everything is deleted and cannot be restored. I am most concerned about my kindle books and audible books. I did not want my Amazon.com account closed and again, it did not state that it would close my ******** account. I want my account back. It mentions in the attachments that the transactional history is kept as well so why cant my order history be used to at least restore my kindle and audible libraries?

  Business Response

  Date: 06/04/2023

  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.
  
  First, I'm so sorry for the frustration this matter has caused.
  
  After investigating your account provided, we can see that the account is not closed and all digital services such as purchased ebooks, subscriptions, apps and devices are available. Also, your account is showing as ** marketplace, there are no ** marketplace digital services active.
  
  Your ebooks like ******** (Fiinegan Book 1), The Tales of ****** the ****, etc are currently on your Amazon.com account.
  
  Also, there is activity with Prime Video and streaming has been done with ** content successfully.
  
  Your account is not closed, however, you do have a security lock on your Amazon.com account. You will need to contact **************** in order to talk with our ************************* and go through security to remove the lock.
  
  If youre still experiencing problems, please let me know. Id be happy to further help you.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  *****
  ***********************************
  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26th I spent 48 dollars on Amazon for a casio watch and zippo lighter and butane fuel the lighter and watch was said to be delivered on May 27th but the picture of the location was not my home and after checking my ring camera it wasn't even on my street so I walked around the entire area where I lived and I couldn't find it so after telling Amazon they said it wouldn't be considered lost until after the 29th a Monday so on Monday I went to them and they said that they couldn't do anything but I take on the burden after it was delivered even tho I explained to them multiple times it was never in my possession.

  Business Response

  Date: 06/07/2023

  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.
  
  We are sorry to hear that you didn't receive your Order. We value your feedback and we will pass it on to our logistics team.
  
  Rest assured, we have processed refund today on Wednesday, June 7, 2023 at 7:14 PM (PDT)
  Refund amount $48.00 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.
  
  Regards,
  *****
  ***********************************

• Initial Complaint

  Date:05/30/2023

  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.

  Around 1 month my amazon account ************************* was locked for seemingly no reason, even though I was a prime member. I received an email asking me to provide information about gift cards that I had purchased. I provided all the receipts and information and the account was restored. 2 days later, the account was then locked again for the same reason, even though there was no activity in those 2 days. I contacted amazon and they informed me that they will get back to me in 6 hours. I repeatedly sent emails but received the same 6 hours email. After 1 month, I have not heard back.

  Business Response

  Date: 06/12/2023

  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.
  
  We notified the customer of this decision by email on 5/16/2023.
  
  Sincerely,
  Amazon.com

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 29, 2023, I attempted to purchase a SIMPLIHOME Artisan SOLID WOOD ****************** Stand through AMAZON online, but the stated option for Professional *************** of Choice Delivery Available and the Purchase options and add-ons Payment plans for From $95.81/mo (5 mo) with 0% APR was not an option at checkout so the same night on May 29, 2023 I contacted AMAZON customer service. I spoke to *********** and was told the only way he could see the transaction was if I completed the purchase. I told him no because I would be charged the full amount and I wanted to make the $95.00 monthly payments as I had chosen. *********** assured me I had no worries because he would ensure that the transaction would be canceled. After a really long hold, I was told by *********** that the EXPERT ASSEMBLY WAS NOT AN OPTION. I asked EVEN THOUGH IT CLEARLY STATES THAT IT IS UNDER "DELIVERY AND SUPPORT?" *********** said "yes". So, I asked for him to cancel the ** stand as he stated. I was put on hold again and *********** came back and stated, "I HAVE SPOKEN TO THE **** SHIPPING ITEMS DEPARTMENT; THEY WILL NEED TO CANCEL THE ***** FOR THE ** STAND." I asked for the number for the bulk items shipping department and *********** said "I DO NOT HAVE THAT NUMBER FOR YOU" *********** then put me on indefinite hold and I finally hung up. On the same night May 29, 2023, I attempted to cancel the purchase and received an email stating, "Hello *****,Unfortunately, we werent able to cancel the items you requested, and these items will soon be shipped. We apologize for the inconvenience. WHAT WITHIN AN HOUR?!! FALSE ADVERTISING AND FRAUD

  Business Response

  Date: 06/06/2023

  Hello,
  
  Thank you for your patience as we investigated your recent TV Stand order.
  
  We were able to cancel the order, as requested. You haven't been charged for it but an authorization may be visible on your account. This should be removed in a few days according to the policies of your bank. Please contact your bank to clarify how long they hold authorizations for online orders if it hasn't been removed.
  
  This canceled order will appear in the Canceled Orders section of Your Orders (www.amazon.com/yourorders).
  
  We understand the frustration this situation may have caused, so we wanted to offer you an $89 gift card on your account to compensate the costs of the assembly service. The Gift Card would be available on your account for the next order you place. Since the order has been cancelled, you will need to reorder in order to apply the gift card to the service.
  
  About the payment plan, the option the website is offering is a payment plan with Affirm, if your order is eligible you will have the option to click on the drop off menu in the "Payment plans" section of the website, before the checkout process. This plan is not managed by Amazon so we don't have more information about it, please contact Affirm if you have more questions.
  
  Regards,
  
  *****
  Amazon.com
  *****************************

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Dear ****** Team. Before contacting you here, I submitted complaint ID *********** via Seller Central report abuse tool, but no action was taken. I am escalating the complaint against seller id: ************** asin B09YXHV82S. This Chinese Seller continuously manipulates (hacking) the Amazon system by launching "Best Deals" every week. Which is not available for other sellers. Their malicious services are available on the black market to get "Best Deal" every week by adding different asins in Seller Central to hack the Amazon deals system and maliciously get unlimited deals. Please investigate the seller, who hacks the system and bypasses Amazon rules by launching deals on their asins. They violate the code of conduct, and this is unfair competition. We believe that due to their abusive history on Amazon these seller must be suspended. Kind regards ******************

  Business Response

  Date: 05/31/2023

  Hello from Amazon,
  
  I understand that Selling Partner is contacting us to report a violation.

  
  I regret to inform you that we are unable to act on these reports. They must be submitted through our Report Abuse form and reviewed by our dedicated investigations team.
  

  Since they have already reported this, please ask them to wait until the investigation is over.

  
  For more information, go to the "Report a Violation" help article:
  ********************************************************************

  
  These claim submissions have legal implications and as such cannot be submitted by anyone other than the reporting seller. All reports are thoroughly investigated by our investigations team. For privacy reasons, the results of our investigations cannot be disclosed; however, disciplinary actions will be taken as appropriate.

  
  While we wont be able to comment further on this matter, if you have any other questions, please let us know.

• Initial Complaint

  Date:05/29/2023

  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 ordered apple watch. 112-4323871-8531441 I recived wrong watch diffrent that described. Contacted csr got return label. send iteam back 4 months ago amazon recived it with few days. Refuses to issue a refund contacted amazon the number of times. stating that they recived wrong item

  Business Response

  Date: 06/02/2023

  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 have appealed the decision for you. The specialist team contacts you within 3 days (72 hours) once your email is received.
  
  Thanks for your understanding.
  
  Regards,
  
  *****
  Amazon.com
  *****************************

• Initial Complaint

  Date:05/29/2023

  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.

  Amazon order # ***-9786244-9085031 was never received. This package was ordered for surgery on April 6th 2023. It is now May 30th 2023 and I still have not received the package. I contacted Amazon several times and only to be transferred to the chat line. Each of these agents repeatedly told me that there was nothing that they could do about the package. I asked them for a refund. They should have given me my money back. And said they are giving me the runaround about the fact that they have lost the package and have no idea where it is. I am pregnant now and need this package for my back because I'm on bed rest. Highly disappointed and I'm very upset. If you take a look at my account you see that I ordered from Amazon almost everyday. To have them act as if they do not know how to treat a customer is something that the ********************** should be well aware of. Amazon did not even offer me a gift card or a credit for such a terrible mistake. As an expected mother I truly am upset about this. Needless to say I did not need any extra pressure. Just a pillow to support my back...

  Business Response

  Date: 06/21/2023

  Hello *********,
  
  I am Raman 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 am so sorry to hear of the undelivered order and have reviewed the matter in detail; I sincerely apologize for the delay in responding due to the detailed investigation and hope you have had a uneventful recovery meanwhile. We we not able to send a replacement, but have issued a full refund. 
  
  In this case, considering the account, we have issued you a promotional credit of $10.00. This would apply as a discount on qualifying orders as you would be aware.  
  
  We appreciate your feedback and have forwarded it to the correct team internally. I do not have any other information at this time.
  
  I hope this works for you and wish you the very best. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20117942
  
  I am rejecting this response because:

  These items were defective. The product promises SILVER. worn for 4 days (birthday present June 10).

  Anklets turned Brown..they didn't fit, had to wear them as bracelets!!! Then the bracelet was also misplaced. I never received the necklace. 

  113-9562721-0061801 anklets 

  112-9452556-6966637 bracelets

  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:05/29/2023

  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.

  Amazon recently closed my account *********************** because "our records show that this account is related to another account that was closed by Amazon."I had have an Amazon account closed ************************ but I'm still not sure why these accounts were closed if I always provided the appropriate documents.I utilized all legitimate payment methods and billing information to place orders that were actually delivered to my address (one of which is currently undergoing return).When my accounts were frozen, I was instructed to upload a copy of my billing statement that did not include the complete account number, which I did. I received a follow-up e-mail after delivering the document, requesting me to upload my ID and a picture of the card I used to place the orders, which I did.My account has now been cancelled despite the fact that I submitted Amazon with authentic information and papers.In addition, I have not engaged in any fraudulent activities. My accounts have been closed due to contradicting information about the evidence of ownership of the payment method used to place the order, despite the fact that I have always provided the precise documentation requested!It's crucial to note that all of my troubles with Amazon stem from the fact that they don't validate the ownership of the payment methods, despite the fact that I provided them with all of the information they requested, including an actual image of the card with my complete name!So, could you please review the documents I've provided and confirm that my billing information is correct and that I've provided confirmation of payment method ownership?

  Business Response

  Date: 06/11/2023

  Hello,
  
  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 11 June, 2023 confirming account reinstatement.
  
  Sincerely,
  Amazon.com

  Customer Answer

  Date: 06/11/2023

   
  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,
  
  ****************************

• Initial Complaint

  Date:05/29/2023

  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 21, 2023 I made a purchase of four closet racks, Order #***-4677251-1621028 totaling $603.10 and on May 29, 2023 I requested a return and prepaid return labels because items were defective. I contacted Amazon twice the first agent disconnected the call and did not send the return labels. The second agent was called Chel and was not helpful and at my request transferred the call to the escalation supervisor named ****** who also disconnected the call without sending the return label. ****** stated that she was not able to send a prepaid label and that she could not guarantee that the seller would send prepaid label and that she would not be able to follow up. I brought to her attention the Amazon policy on returning products to a third party and she stated that even though the policy was on the Amazon website this was not the Amazon policy that they follow. I would like Amazon to honor their policy on Returns to Third Party Seller, stated on the Amazon website which states that third party sellers must offer one of these methods for your return: 1. Provide a return address within *****************, 2. A prepaid return label, 3. A full refund without requesting the item be returned. I selected option 2 which is to receive a prepaid return label in order to return defective items to the seller, and all three Amazon agents are stating that this is not an option, and not an Amazon policy.

  Business Response

  Date: 05/31/2023

  Hello *********,
  
  I am Raman 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 see the concern you have shared about the returns process and have looked into it in detail. While we see your request, the information you received was correct and we will not be able to request a refund before the return is received. 
  
  Per the terms and conditions that apply to Sellers on the Amazon website, they can offer one of the methods you have quoted : 1. Provide a return address within *****************, 2. A prepaid return label, 3. A full refund without requesting the item be returned. 
  
  These are options available to a seller, and most sellers may not have all the option to send a prepaid shipping label. We see the misunderstanding that you have shared with us and have passed on your feedback to our internal teams, 
  
  I would recommend you use the label shared by the seller to return. As an alternative, you can write to the seller using the "Contact Seller" link on the order details page for assistance. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20117803
  
  I am rejecting this response because: I am requesting to return the four items after receiving prepaid labels for each of the four items from the seller.  I would like the seller to send me a prepaid return labels so that I can return the items.  After the seller has received the items I would like a full refund of all of the return items.  The seller is offering replacement parts and I do not want replacement parts.   The seller is also stating that I am requesting a refund before returning the items and this is not true.  There was a defect with the items and I would like to return it and get a full refund. To date I have not received any return labels and I have made the request for the return labels on May 30, after talking to three Amazon agents.  I receive two emails without a label.  I requested the return labels again today June 6th and have not received any.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/09/2023

  Hello *********************************,
  
  I am Raman 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.
  
  The response you were provided was correct, as you would note from the help pages for returning items sold by third party sellers. 
  
  As a result of your inquiry regarding this action, we reviewed this case and our decision. We have requested a full refund. You should see the refund on your credit card statement in 3-5 business days of issue.
  
  On this occasion, we don't require you to return the original. You're welcome to keep, donate or dispose of it - whichever option is most appropriate and convenient for you.
   
  We appreciate your business and hope to have the opportunity to serve you again in the future.
  
  Regards,
  Raman R.
  Amazon.com ****************

• Initial Complaint

  Date:05/29/2023

  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.

  Hello Amazon.com has closed my account for no reason at all. They state that I have violated their ToS but refuse to state how and why.How can a new account violate ToS if there is no proof? They stole $75 of gift cards from me after cancelling my orders Order Number: #***-8300990-4749856, #***-6880354-7803444, and #***-6862776-6930607 and refuse to return my money.They let people buy their gift cards and then permanently close accounts in order to avoid letting people use their gift cards. What kind of scam are they running

  Business Response

  Date: 06/11/2023

  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 their account is directly related to another account which has been previously closed due to the abuse of our policies. 

  Due to the proprietary nature of our business, we do not provide details on our investigation methods.

  The customer would be able to use their gift card balance on digital purchases.
  
  We notified the customer of this decision by email on 11 June, 2023.
  
  Sincerely,
  
  ********
  Amazon.com

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20117706
  
  I am rejecting this response because:
  It was not stated anywhere that I could only use my gift card for digital purchases. They refuse to provide proof because they have no proof and are deceiving. If there was any proof at all they wouldnt even allow further use or purchase of gift card
  

  I want a refund for my $75 gift card.

  
  Sincerely,
  
  *****************