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

59,406 total complaints in the last 3 years.
21,572 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:05/29/2023
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.
Dear Better Business Bureau,I am writing to seek your assistance regarding a frustrating issue I am facing with my suspended account on **********************, where my company operates as an e-commerce seller. Despite following all the necessary steps, including submitting a comprehensive Plan of Action (POA), I have been met with generic responses and a lack of progress in resolving the suspension.The reason behind the suspension is an authenticity complaint, which I took seriously and promptly addressed through a detailed and thorough POA. I made sure to cover all the points raised by Amazon, aiming to demonstrate my commitment to resolving the issue and regain access to my account.However, despite my efforts, I have received no meaningful feedback or updates from Amazon's support team. I have exhausted all available options within their support system, including reaching out to their executive email. It appears that my POA has either not reached the right department or has not been given the necessary attention.This account suspension has been ongoing for over 35 days, causing significant financial losses and harm to my company's reputation. As a seller relying on Amazon's platform, this situation is incredibly frustrating and has put my business at risk.I kindly request your intervention in resolving this matter. Your involvement can facilitate effective communication between myself and Amazon, ensuring that my concerns are addressed promptly and my account is reinstated.Thank you for considering my request. I am hopeful that with your assistance, I can convey the urgency of this issue and receive the necessary attention from Amazon to resolve the suspension and resume normal operations for my e-commerce company.Sincerely,*************************** **************************
Business Response
Date: 06/01/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate the account as of this contact.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
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 Monday May 29, 2023 at 12;30 pm I called Amazon for a few things. I asked them to change my phone number on numerous occasions and they failed to do it. They have been charging $9.99 for Kindle unlimited and I asked them to cancel my subscription three months ago and they refused to reimburse me for the transaction. Then I asked the manager of Amazon whats going on her name is *** their number is **************. I was telling *** about for the past three to six months that they haven't changed my number, they made me wait 13 hours for a package that was destroyed and refused to reimburse for the damaged package, I asked *** to cancel my prime at $6.99 a month and I demanded a refund and she said that she will do no such thing. I said you want to bet and she said I do when I told her I was reporting them to you guys she said she is not afraid of the BBB and she also she was extremely rude and for the problems they have given me i feel a refund is in order. I asking for $30.00 for Kindle Unlimited. 2 months of prime refunded at $6.99 a month. Im demanding Amazon to credit me for the disrespect *** has given me as a customer and because of it I'm thinking of leaving Amazon because she was extremely rude and they treat me like this every month for the past 6 months. I asked her for her last name and she told me she will not tell me and refused to do anything I was having an issue with.
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.

I would like to firstly apologize for the inconvenience experienced with our customer service team. I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper training for the future, as this is not at all the level of service we aim to provide our customers.

I have also cancelled your Kindle Unlimited subscription per your request. Your Kindle Unlimited subscription was started via a free trial and per terms and conditions automatically renewed when not cancelled.

I have provided as an exception a full refund for the 3 months charged. You will see 3 individual refunds of ***** USD refunded to the card charged for the service. These refunds will process within 3 to 5 business days.

As a goodwill, I've Successfully refunded **** USD against transaction D01-9889197-5606640 for Prime Membership fee without cancellation and refunded **** USD against transaction D01-2219654-9529834

I appreciate your patience and understanding in this matter.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
***********************************
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.
Amazon claims to have sent a package of ***** rolls which are in fact not delivered. Amazon also claims to have put the package in a mailbox when no mailbox at this address can fit such a large package without bending the fabric of space and time, which Amazon will never be able to do. Amazon has collected fraudulent charges of about $30 or more from me over such an order. ********************** is the tracking number they provided for this order. Amazon must return my funds to me right away. If it is Amazon's position that they did deliver the package to someone, Amazon must furnish the name and actual address of who received it by obtaining surveillance footage, and still refund me my money after having the recipient imprisoned.
Business Response
Date: 06/01/2023
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'd love to help, 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,
*****
***********************************
Initial Complaint
Date:05/29/2023
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.
Good morning,I have recently cancelled my Amazon prime membership. On May 25, 2023 I received an email from Amazon with the subject title "Action required: Payment card on file has been declined"Email verbatim below:Hello,Thank you for signing up for Amazon Prime.Because we could not validate the credit card you provided at sign-up, your membership has been suspended and you are not able to use your Amazon benefits. Please update your credit card to continue your membership. Just follow the steps below:Visit Your Account at ******************************************************** Log in using the Amazon.ca account that you used to sign up for Amazon Prime.Click on "View benefits and payment settings" under "Your Account."Find the line that begins "Preferred renewal payment method," and click the "Edit" button at the end of the line.Update the expiration date or choose an alternate preferred payment method as needed.A charge can be declined for a variety of reasons, some of which may not be related to the validity of the credit card. In many cases you simply need to update the expiration date. For more information on why the charge may have been declined, please contact the bank that issued your card.If you don't update your card information in the next 7 days, your Amazon Prime membership will be canceled.My issue with this email is A) I have canclled my Amazon prime and B) This email erronously says that action is required, and that "If I don't update my card information in the next 7 days, your Amazon Prime membership will be cancelled".I suspect this is an underhanded way for Amazon to get people to re-sign back up with Amazon Prime even though they have already cancelled. This email is false and misleading, but I do believe it is a scam. It gives people exact instructions to sign back up with Prime, which I believe that many people may fall for. This is just wrong.
Business Response
Date: 06/01/2023
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 to hear about your Amazon Prime Membership subscription and charges on it.

I've reviewed the **Mail send to your account and can confirm that there is an Active Prime membership in your Amazon.ca account and not on ******************** account also it's not an Advertisement, for now Membership has been suspended due to payment decline.

Rest assured, as you do not intend to use Prime membership benefits, I've issued a refund of recent 5 Prime transactions as you have not used for.

Successfully refunded ***** CAD against transaction ending with 8260
Successfully refunded ***** CAD against transaction ending with 2260
Successfully refunded ***** CAD against transaction ending with 7465
Successfully refunded ***** CAD against transaction ending with 9445
Successfully refunded ***** CAD against transaction ending with 1439

You may see the refund back to original payment method within 3-5 business days.

Also please confirm if you want me to cancel your Amazon Prime Membership.

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

Regards,
Amazon.com
***********************************
Initial Complaint
Date:05/29/2023
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.
Amazon has two or more accounts open in my name, I'm suspecting identity theft, which has happened to me before, Amazon was no help at all, on the phone with them all they wanted to do is correct it, BUT THEY could not remove any of these accounts, why ???, Please help...............*****************************
Business Response
Date: 06/11/2023
Hello *******,

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

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

I've checked with our account specialists and they have investigated the accounts. They have requested you check with your family members to see if they have created an account.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
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 have been banned by Amazon from reviewing books or placing any content on their site because of previous activity, yet I have never previously submitted any reviews or content. This action may prevent me from publishing a book I am about to submit. I havent been able to get any response from Amazon. Here is their exact wording: We apologize but Amazon has noticed some unusual reviewing activity on this account. As a result, all reviews submitted by this account have been removed and this account will no longer be able to contribute reviews and other content on Amazon. If you would like to learn more, please see our community guidelines. To contact us about this decision, please email community-******************************
Business Response
Date: 05/31/2023

Hello *****,

Thank you for contacting Amazon about potential unusual activity on this account. An unauthorized party may have accessed this account, but we can confirm that your financial information was not compromised. To protect your information, we have:
-- Disabled the password to your account.
-- Reversed any changes to your account made by this party.
-- Canceled any pending orders.
-- Removed any Community Content submitted by this party.

You will need to reset this account's password the next time you attempt to access it.
To reset an account password , please do the following:
1. Click "Hello, Sign In | Accounts & Lists" in the top right of Amazon.com.
2. On the sign-in page, click "Forgot your password?"
3. On the password assistance page, enter your email or mobile phone number.
4. Once entered you will receive an email from Amazon with a personalized link.
5. Click the link and follow the instructions provided.

Your new password will be effective immediately.

You will also need to:
-- Re-enter your payment information the next time an order is placed.
-- Re-enter any recently added or updated addresses.
-- Check any subscriptions you may have, as they may need to be updated.

If you have any trouble resetting your password, call **************** at:

Customers within **** and ******: **************
International customers: **************

Please understand that Amazon is unable to determine how an unauthorized party may have accessed your account. Some techniques they might have used include using malicious software on your computer that captures a user's keystrokes, trying common passwords, and sending fraudulent emails that request account information, like login and password.

For security purposes, we recommend using uncommon account passwords and updating them on a regular basis.
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.
5/29/23 I ordered from the site and they locked me out asking to verify my payment method with a billing statement. I provided the statement about 20 minutes later and not even 30 seconds after I did they sent an email saying they couldn't verify with the statement. It was very clear no one ever even looked at this. I went through this before where they asked me to submit a billing statement even though i paid with a gift card. After reporting them to BBB they finally unlocked my account. Now they are doing this again. Amazon does not have actual customer support when they lock you out for no reason. They literally lock you out and pay agents to sit there and copy and paste responses to customers without actually reading documents.
Business Response
Date: 06/21/2023
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Initial Complaint
Date:05/29/2023
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.
On May 23, 2023, I was issued a new debit card by my bank, ****, to replace another card that I think was compromised. The old card is no longer valid. I was able to register the new card with other merchants and to make purchases with it with no problem at all. However, when I tried to register it with Amazon, over and over the Amazon website posted a notice that said: There was a problem. Please ensure your card details are correct. I spent hours on that day trying my best to register it, only to have the same message flash in front of me and the card rejected. Ever since then, I have attempted again and again to register it and every time it falls, repeating what I have already seen far too many times. I was told to check with my banking institution about the validity of the card. I have done so and they have repeatedly given me the same instructions as to how to enter the information from the digital card that they issued to replace the old card that is now not valid. Both my bank and Amazon keep parroting the same lines to me over and over and I am wondering if there is anyone in either institution who reads what I write and understands that the instructions from Amazon have changed nothing and the instructions from **** change nothing. Why my words are not being understood by either institution despite my efforts to convey the simple message that the Amazon website is not accepting the new card information is beyond me. I am a published writer in English and two other languages as well, so it is not that my words don't explain the situation adequately. I will attach one screenshot entitled Information entered.jpg that shows that I typed in the information displayed on the new card and a second screenshot entitled Once again a failure.jpg that shows exactly the response that the Amazon website gives when I try to register the new card. I think that explains the situation adequately; more need not be said!
Business Response
Date: 06/07/2023
KDP has reviewed the complaint entered by ***********************. Its worth mentioning that this user is entering a complaint regarding a billing issue with Amazon.com. KDP has no leverage over this feature and we recommend the user to please contact ******************** at their dedicated customer service in order to attempt other remediation options. We advise ******* to review the next help page: ****************************************************************************************************
Business Response
Date: 06/27/2023
Hello,

I'm ***** from Amazon.com.

I've reviewed your complaint and I understand your issue regarding the payment.

We recommend you to please contact your bank as they are the responsible entity to give us authorization in order to accept your card on our platform.

We're unable to determine why your bank declined our attempt to charge your card. A charge can fail for many reasons, here are some things to check:

- Have you entered the credit card number correctly, without any transposed digits?

- Have you entered the correct expiration date? Has the date expired?

- Have you entered the billing address and phone number that match those associated with your credit card?

- Have you exceeded your credit limit?

- Has your credit card recently been reissued with a different credit card number and/or expiration date?

You may want to contact your issuing bank to ask about their restrictions regarding electronic or Internet purchases. If the card has been updated, we'll need that information.

Regards,

*****
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.
5-29-2023 Amazon ** stopped my account without any reasonable reason! After I email to them, they just reply me as the following message:The decision to close your account was made solely by Amazon and you must address your concerns with Amazon.co.**.Amazon.co.**. found that the rate at which refunds, marketplace claims were occurring on your account was extraordinary and could not continue. This determination means that you will no longer be able to order from any Amazon site.While this activity is not directly related to your Amazon.com account, we cannot allow you to remain an Amazon.com customer when a partner site has taken this action.We regret that we have not been able to address your concerns to your satisfaction. However, we consider this matter closed and we will likely not respond to further inquiries about this issue.Once again, Im very sure I never made any refund/ claims or any complain with Amazon ** or **! I ve only one account and used my own credit card for payment. I try to ask Amazon ** help me to check my account details and all transactions, I want to prove I am a real customer and never cheat anyone nor ************************ still have 50 usd credit in my Amazon us account, and now I cant take my money!
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 6/11/23.

Sincerely,

Zoe
Amazon.com
Customer Answer
Date: 06/12/2023

Complaint: 20116132

I am rejecting this response because:
Amazon told me my Amazon ***** account violated the terms of conditions, but I m very sure I never brought anything from Amazon ***** and I think my account been someone used illegally, but Amazon didnt help me to check the details . I can provide all personal information which Amazon require to proof I am not guilty and never violated the terms of Amazon!
Sincerely,

*****************
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.
So I redeemed a 100 dollar gift card on amazon, then moments later I buy a uber eats gift card which is allowed because I asked an amazon representative. The gift card doesnt go through and then the amazon representative refunds me and I buy it again, because he told me too. Once I buy it again I get a email that my account has been put on hold for some reason and then figure out that amazon is suspicious of me for some reason. Then I fill out the form they give you to get your account back but then it says my account has been closed, I dont know why this happens but it makes no sense and im truly upset cause I did nothing wrong, I got the giftcard for my birthday and Its all gone now. Please if theres anything you could do to help please do it I really need the help.
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 6/12/2023 confirming account reinstatement.

Sincerely,
Amazon.com

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