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

59,402 total complaints in the last 3 years.
21,608 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:05/20/2023
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 ***/*****,I am writing to report a system error I encountered while creating an employee account on ******************** using the email address ********************** This account was mistakenly locked due to what I believe to be an automated response triggered by multiple employee accounts being created from our office's IP address.I want to emphasize that we have done nothing wrong. Each of our employees requires their own account on ********************** to order business supplies necessary for packaging and shipping our products. We rely on Amazon's services to ensure the smooth operation of our business.Despite receiving an error message stating that the account had been locked for alleged misuse of Amazon's services and expecting an email with further information, no such email was received after checking all relevant folders.I kindly request your assistance in resolving this matter. As an esteemed advocate for consumer affairs, I believe the Better Business Bureau can help facilitate communication with Amazon's appropriate department to reinstate the locked account *********************** promptly. Restoring access to this account is crucial for our employees to continue ordering the essential supplies required for our business operations.Please let me know if any additional information or documentation is needed to support our case. I am fully committed to providing any necessary details promptly.Thank you for your attention to this urgent matter. I look forward to your prompt response and a favorable resolution.*********,****************, eWarehouseShop.com *********************
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.

We have reinstated this customers buyer account. We sent an email to the customers registered email address on Tuesday, May 23, 2023 at 6:19 AM (PDT) confirming account reinstatement.

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

Regards,
*****
***********************************
Initial Complaint
Date:05/20/2023
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.
Dear ***/*****,I am writing to bring to your attention an issue I have encountered with Amazon.com, which I believe to be a result of a system error. As the owner of eWarehouseShop.com, an online retail business, I rely heavily on Amazon's services for the procurement of essential business supplies such as tape and boxes. Unfortunately, I recently encountered a problem while attempting to create employee accounts on Amazon.com, specifically with the email address *********************.During the process of creating the account ********************** I received an error message stating that the account had been locked due to alleged misuse of Amazon's services. The message further indicated that an email had been sent to provide additional information regarding the issue. However, despite thorough searches across all email folders and spam filters, no such email was received.While I understand and appreciate Amazon's commitment to maintaining security and preventing misuse of its services, I would like to emphasize that the account lock was unintentional and caused by a system error rather than any deliberate violation of Amazon's terms and conditions. Our primary goal is to resume our normal business operations on the Amazon platform, as we heavily rely on it for ordering essential supplies.I kindly request your assistance in addressing this matter. As a respected advocate for consumer affairs, I believe the Better Business Bureau can help facilitate a resolution between eWarehouseShop.com and Amazon.com. If possible, I kindly ask you to communicate with the appropriate department at Amazon, explaining our situation and advocating for the reinstatement of the locked account *********************** so that our employees can continue to order the necessary supplies.Thank you for your attention to this matter. I look forward to your prompt response and a favorable resolution.*********,****************, eWarehouseShop.com *********************
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.

We have reinstated this customers buyer account. We sent an email to the customers registered email address on Tuesday, May 23, 2023 at 6:17 AM (PDT) confirming account reinstatement.

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

Regards,
*****
***********************************
Initial Complaint
Date:05/20/2023
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.
Your seller-fulfilled orders will remain deactivated. You may still accept Amazon-fulfilled orders.That is the message we got from Amazon on 4/20/2023, 5/2/2023, and 5/10/2023 yet that is not what we are seeing in our account. Currently we cannot accept any orders despite Amazon telling us we can accept Amazon-fulfilled/FBA orders. I have written to Seller Performance, Executive Seller Relations, and several executives trying to have this corrected and there is either no reply, or we are told that we can accept Amazon-fulfilled orders. Getting that reply leads us to believe that our letters are not being read very carefully. This is not a complex request, and the notifications are right there in my account for their agents to verify. We are only asking Amazon to do what they already told us was done, allow us to accept Amazon fulfilled orders.
Business Response
Date: 05/23/2023
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 5/23/2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 05/23/2023

Complaint: 20083687

I am rejecting this response because:
There was no request for information to complete the review made on 5/23/2023. It was a generic notification stating that our listings have been removed.
Please review the notification we received on 4/20/2023, 5/2/2023, and 5/10/2023 that said:
Your seller-fulfilled orders will remain deactivated. You may still accept Amazon-fulfilled orders.
Amazon has repeatedly said we could accept seller-fulfilled orders so why is that not happening?
This was not something we made up, this was something sent to us by Amazon in response to our
appeals so it is not a matter of someone making a mistake. Please activate our Amazon-fulfilled orders.

Sincerely,

***************************
Business Response
Date: 06/13/2023
We have decided to reinstate this account and an email was sent to them informing them of this decision on June 13, 2023.
Thanks, Amazon.com Seller Performance
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:05/19/2023
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 19, a chat customer service agent promised to issue a $15 refund to make up for an item that did not arrive on the guaranteed delivery date from ORDER # ***-6264137-1569841 which was paid for by Amazon gift card. However the agent did not issue the refund as promised and then refused to connect the chat session to a supervisor. Opening a new chat session and finally reaching a leadership member, the supervisor refused to honor the prior agent's promise and would not issue a refund in the $15 amount. Amazon should issue the refund as promised by their customer service agent.
Business Response
Date: 05/23/2023
Hello,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the delivery issues for the order - 111-6264137-1569841 and $15 refund.

I apologize for any incorrect resolution provided by one of our previous representative. I've forwarded the feedback to the leadership so that the agent can be coached.

Upon checking I see that your order was delivered as per the estimated delivery date. We are unable to issue $15 refund for this order.

Thank you for your patience and understanding.

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

Regards,
Pratap
Customer Answer
Date: 05/25/2023

Complaint: 20083661

I am rejecting this response because:
Amazon's response is incorrect. The invitation cards item from ORDER # 111-6264137-1569841 was not delivered. I have informed Amazon but the refund promised still has not been issued.

Sincerely,

***********************
Initial Complaint
Date:05/19/2023
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.
They are a scam we switched to tmobile in 2020 and received there streaming app for 1 year that we never used and my wife was trying to sign up for a free trail again and when speaking to the first representative they said they only can do the free trial once a year which was false and I have the conversation recorded and then the supervisor got on the line and was just a douche bag that fed me a line of bs after they tried to bill our card 8 times in a row. I will be filing a complaint with the state attorney General and be filing criminal charges for fraud as they tried to scam ** after getting the wrong information from there own employee also will be reporting there phone number to the *** terrorist watch list and to have them audited by the irs for fraud as well
Business Response
Date: 05/23/2023
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'm sorry to hear about your Amazon Prime Membership subscription.

usually the Metro PCS prime is completely different from normal Prime in terms of methods to ************.
Normal prime is eligible for trial once a year and we would charge after one month trial but for Metro PCS you can use below steps to activate it.

If you qualified for the offer and entered the required information at www.redeemyouroffers.com/samsung, you will receive an email from redeemyouroffers on behalf of MetroPCS and Samsungwith your promotional code for a Year of Amazon Prime.

As a one time exception, I've made it eligible to get trial Prime on your account, please ************ for free for a month.
*************************************************
However, we request you to please reach out to MetroPcs to continue your plan or a Paid version after a month's free trial.

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

Regards,
*****
***********************************
Customer Answer
Date: 05/23/2023

Complaint: 20083383

I am rejecting this response because: It was tmobile and it the fact that on a record line that the representative said that you can get it once every three years seems kinda scammer like in nature not even sure they read my complaint will be seeking all possible legal options to *** this scam and shame of a company

Sincerely,

*************************
Initial Complaint
Date:05/19/2023
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 order a metal bed frame that ***** refused to release to me so I had them ship it back to the seller. I have confirmation that the seller received the item back. I called Amazon several times to get a refund and they refused saying that I received the item. They refused to give me a refund. They refused to contact ***** to confirm item was returned to seller. They refused to contact seller for me. I have no ability to contact seller directly. Amazon customer service was extremely rude and unwilling to help me solve this problem even though I had proof the item was returned to the seller. I have no other recourse than to file this complaint and hope that Amazon will make this right. I can not afford to pay $174 for an item I did not receive! Please help me resolve this matter. I have uploaded the ***** tracking information showing that item was return and delivered to the seller as well as my order information.
Business Response
Date: 06/01/2023
Hello,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the refund for the item Bilily 6 ******************** with Steel Slat Support, Low Profile.

I apologize for the inconvenience that you have experienced in this case.

I've escalated this issue to the appropriate team and received an update from them stating item was successfully delivered to the you on 4/21/23 with no indication ***** refused to release the package or the package was returned to sender. Please send ** the proof that the item was sent back to the seller so we can research.

We look forward to hearing from you soon.

Please feel free to contact ** directly by replying to ***********************************************.

Regards,
Pratap
Initial Complaint
Date:05/19/2023
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 placed an order on November 25, 2022 Order# ***-8436218-1393031 for a ****** Legion Tower T5 Gaming Desktop. The product was sold as having a one-year manufacturer's warranty however the seller of this product voided the warranty by adding 3rd party hardware. I was advised of this by the manufacturer ****** when the computer was sent for warranty repairs. My decision to make this purchase was based on the specifications of the computer along with the warranty that was advertised. Now I have a computer that has no warranty at all due to the seller making changes to the computer which voided the warranty. Even if this computer is fixed it still doesn't have a warranty to cover anything else. It is Amazon's responsibility to ensure that all products are advertised correctly so that the buyer can make informed decisions. I would not have purchased this computer had it not had any warranty on it. I no longer want this computer as it was sold to me by advertising false information regarding the warranty. I would like to return this product and receive a full refund.
Business Response
Date: 05/23/2023
Hello *****,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the issue with the warranty claims for the defective item Lenovo Legion Tower T5 Gaming ******** ***** Core i7-11700F Processor, GeForce RTX 3060.

I apologize for the inconvenience that you have experienced in this case.

Please share the service denial letter provided by the manufacturer so we can escalate the issue to the appropriate team.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.

Regards,
Pratap
Customer Answer
Date: 05/23/2023
Attached is the email image and downloaded quote from ****** indicating that the product is not covered under manufacturers warranty.
Business Response
Date: 06/05/2023
Dear Customer,

Thank you for giving us more information about your order complaint. Upon further analysis, we have decided to reverse our initial decision and uphold your complaint. For this order, you have been credited with a full refund to the original payment method used.
Thank you
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,

*************************
Initial Complaint
Date:05/19/2023
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 ordered a walking pad (small treadmill) over $200 they never provided tracking info. The customer service lady said it arrived 5/15 but the email said it was delivered 5/16. The package never arrived they wouldnt send a replacement they wouldnt give me a refund and urged me to waste local *********** and resources by making a false claim of stolen package when said package never arrived so how could it be stolen? They claim it was handed off directly. This is false. They place blame on China post and local *****
Business Response
Date: 05/25/2023
Hello,

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

Were sorry to hear that you havent received your item(s) from Order No: 114-2858366-1734650

Based on the results of our investigation, we aren't able to provide a Refund or Replacement for this Order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

Request you to please review to the **mail sent on Friday, May 19, 2023 at 11:15 AM (PDT)

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

Regards,
*****
***********************************
Customer Answer
Date: 05/25/2023

Complaint: 20082861

I am rejecting this response because:

I understand that it wouldnt be amazons fault if it was theft after delivery BUT it was never delivered. There is no proof, no scanning info, no photo and twice I was given wrong delivery dates by Amazon directly which further validates that there is no tracking system and no accountability. This is unacceptable and if its the fault of the third part delivery service then shame on Amazon for using China post.

Sincerely,

*****************************
Initial Complaint
Date:05/19/2023
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.
They have suspended the use of my Amazon account for the second time. This time it wasnt my doing. The *** wasnt taken out of my account. I had money in my bank account.
Business Response
Date: 06/01/2023
Hello,
We have addressed this customers buyer account related query. We sent an email to the customers registered email address on 06/01/2023 confirming the details.
Sincerely,
***
Amazon.com
Customer Answer
Date: 06/01/2023

Complaint: 20082659

I am rejecting this response because:
Ive contacted TRS and they said to contact Amazon regarding this. I need a resolution.

Sincerely,

*****************************
Business Response
Date: 06/12/2023
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
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:05/19/2023
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.
Hi,I bought an apple laptop from Amazon on March 15th, 2023 and request return. I printed the return authorization label and shipped the laptop back to Amazon by Canada post. Until now, I still not get refund. Then I contacted Amazon and Canada post. They bounce me back and forth. I try to track the laptop on Canada post website, it states already been delivered and signature available. But Amazon said they are not received it, cant active the refund. I just feel helpless and frustrated. Please help me out of this situation. I would greatly appreciate your prompt response.Best regards,*************
Business Response
Date: 05/23/2023
Hello Han,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the refund for the returned item Apple 2021 MacBook Pro (14-inch, Apple M1 Pro chip with 8?core CPU and 14?core GPU.

I apologize for the inconvenience that you have experienced in this case.

When the refund is completed in our system, we'll send you an e-mail. You can view refunds by selecting "Order Details" in Your Orders: ***********************************************

I've checked the status of your return and, according to our records, the Apple 2021 MacBook Pro (14-inch, Apple M1 Pro chip with 8?core CPU and 14?core GPU, 16GB RAM, 512GB SSD) - Silver - French you returned has not been processed by our returns department. Please contact the return carrier that you used to return the item

Thank you for your patience and understanding.

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

Regards,
Pratap

Customer Answer
Date: 05/23/2023

Complaint: 20082636

I am rejecting this response because: Amazon's customer service only tells me to contact the courier company I used to return the item. I have already contacted *********** multiple times, and they have informed me that the package has been delivered. Amazon asks me to contact ***********, and *********** asks me to contact Amazon. I believe they are not earnestly resolving the issue; they are simply passing the buck and testing my patience, making me bear the consequences. Additionally, I have confirmed my shipping address with Amazon's customer service, and there is no issue (I will attach the chat records).

Sincerely,

*************
Business Response
Date: 06/04/2023
Hello Han,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the refund for the returned item Apple 2021 MacBook Pro (14-inch, Apple M1 Pro chip with 8?core CPU and 14?core GPU, 16GB RAM, 512GB SSD) - Silver - French.

I apologize for the inconvenience that you have experienced in this case.

We've issued a refund of CDN$ 2,576.49 to your original payment method on Friday, May 26, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

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