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.
21,614 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:05/19/2023
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.
On May 1, 2023 I ordered a 22" Nuragold 10k Yellow Gold 11mm Royal Monaco Miami Cuban Link Chain Necklace (Order# ***-3822658-5317067). When it arrived (approx May 9th) I tried it on and realized it was to small so i applied for a refund. Amazon generated a return label with the tracking number **** **** **** **** **** 28 with the instructions "If your package fits in your mail box or a postal box, deposit your package for your postal carrier to pick it up ect..." I called Amazon customer ******* and expressed my concern of sending the ******* gold chain by ************* ************** because my experience with the **** is many incidents of property getting loose and/or stolen as a former Amazon seller. I was told by Amazon customer ******* I would not be held accountable if the something happened to the item. The customer ******* rep told me I would receive a refund regardless prior to an Amazon investigation. On May 18, 2023 I call and spoke to customer ******* (Deni) I asked to speak to a supervisor. I was put in touch with ***** who put me in contact with ********* Who told me they have to receive the item before they can issue a refund otherwise I have to wait as long as it takes and then was told this call will be ended with no more resolution by hanging up on me. I tried to tell them what happened but ********* refused to listen as if to say I lost ******* complete with ending of no resolve at all. I knew this was going to happen and I tried to plead with Amazon ********* ******* but was lied to and told Amazon has a contract with ****. I wonder if this contract covers thousands of loses or thefts including my *******? On 5/25/23 as I am going on vacation an I need My ******* F.Y.I. I filled a complaint with ************* ************** Service as well Request # ********.I have video and photo but I cannot submit it due to size restriction.
Business Response
Date: 05/31/2023
Hello Eliott,

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 a refund of $1,781.82 was issued on May 30, 2023. The refund usually shows up in 5 business days.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
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.
Amazon failed to deliver next day shipping item after 4 days so I cancelled the item and it got returned to Amazon. Amazon is now refusing to refund me my money.
Business Response
Date: 06/08/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the order 113-5063645-2702619.Please accept our sincere apologies for the delay in resolution and for the inconvenience caused.We have researched this matter and confirmed that the dispute is resolved between Amazon and your card issuer.
We kindly request you to contact your card issuer again and re-dispute the transaction to be reimbursed.You may use this email as an affidavit.

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

*****
Customer Answer
Date: 06/08/2023

Complaint: 20080624

I am rejecting this response because:
Amazon sent proof of delivery which my credit card company accepted as delivered and took amazons side on charging me for the item. I cancelled the purchase before it was delivered to an Amazon hub which I never gained access too because it was cancelled before it was delivered and the item was sent back by Amazon. My credit card company is siding with Amazon because supposedly I received the item which I in fact never received it and Amazon is keeping the money and the item and has made no resolution with my credit card company to give me my money back.

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.
Purchased a E bike through a 3rd party seller on amazon.com The bike has had the brakes stop working many times . Amazon will not help and the 3rd party keeps sending false links and numbers . Paid over 600 with shipping for a bike I can't let my son ride . He was almost struck by a vehicle as the brakes failed again. ****** gave false address for return with a false phone number . They want me to ship the bike at my expense again with no proof they will even give a refund
Business Response
Date: 05/31/2023
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 the seller is willing to help you with the issue.

You can view the emails that were sent in Your Account at the following link:

************************************************************************;

As the return time is over, only manufacturer can help you with the issue.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
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.
Dear BBB Team,I am writing to file a complaint with the Better Business Bureau regarding the lock placed on my Amazon account registered under the email ************************ I kindly request your assistance in resolving this matter and urging Amazon to lift the hold on my account.Recently, I discovered that my Amazon account had been locked. When I contacted Amazon customer service, I was informed that I must provide card photos and account statements to regain access. However, I am concerned about providing account statements as they contain personal financial information, which I consider private.I value my privacy and believe that providing account statements is unnecessary for unlocking my Amazon account. I request that Amazon reconsider their requirement and explore alternative methods to verify my identity and resolve this issue.As a loyal customer, I have trusted ********************** as a reliable and secure platform for my online shopping needs. However, the current account lock has caused significant inconvenience and distress. I sincerely hope that Amazon will promptly take steps to unlock my account, allowing me to regain access and resume using their services.I kindly ask the Better Business Bureau to mediate in this matter and convey my concerns and requests to Amazon. I urge Amazon to review their account unlocking procedures and adopt more reasonable and privacy-conscious methods. Additionally, I request that Amazon provide transparent explanations for the necessity of requesting account statements and ensure the security of user privacy.Thank you for your attention and support in addressing this issue. Please contact me using my account email if further verification or information is required. I look forward to a swift resolution from Amazon and measures to protect user privacy.Sincerely,SUNSHINE **********************
Business Response
Date: 06/05/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 5 June, 2023

Sincerely,
Amazon.com
Initial Complaint
Date:05/19/2023
Type:Product 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.
Subject: Filing a Complaint Against Amazon Regarding a Recent Order Dear Better Business Bureau,I hope this message finds you well. My name is ****, and I am writing to submit a formal complaint regarding Amazon, the online retailer. I am compelled to take this step due to a recent experience with them involving the receipt of an incorrect item and subsequent difficulties in attempting to return it.On April 17th, 2023, I purchased a used pair of Bose QuietComfort 35 II Wireless Bluetooth Headphones for $220 from Amazon (order #***-1442742-3779451). However, upon receiving my order, I discovered that I had been sent the Bose QuietComfort 35 II Wireless Bluetooth Gaming Headphones, not the product I originally selected.I promptly attempted to return the product, only to be informed that the only available return location was the airport - a significant inconvenience due to its distance from my residence. Furthermore, there was a discrepancy in the communicated final return date. The return instructions (attached for your reference) indicated May 18th, 2023 as the final day for returns. However, Amazon's customer service informed me that the deadline was actually a day earlier, on May 17th, 2023. This miscommunication led me to inadvertently miss the return deadline.I attempted to resolve this issue through Amazon's customer service channels but found their assistance lacking.
Business Response
Date: 05/22/2023
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 return of the item.

I see that our concerned team has helped you with the *** drop off label so that you can drop the the item at the drop off center. Unfortunately we do not have any other option in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/22/2023

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.
They have called and and resolved the issue

Sincerely,

***********************
Initial Complaint
Date:05/19/2023
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.
Dear Better Business Bureau,My name is *****************************, and I own the *** Online LLC Amazon Seller Account. I want to lodge a complaint against Amazon for deactivating my account without responding to multiple appeals I made to have my seller account reinstated.In February 2021, the Seller Performance Team informed us that our account had been suspended due to concerns about the authenticity of the items we listed. Since then, we have made several appeals to Amazon to have our account reinstated. ********************** has repeatedly asked us for additional information, which we have provided, but they have not reinstated our seller account. We have submitted appeals with correct invoices from July 2021 to present, with our most recent appeal sent on January 12th, 2022.We have also given Amazon our EE Distribution invoice, which is our new supplier. However, Amazon has responded that we have not given sufficient information to reactivate our account, despite providing all the invoices they have asked for, including the one from our new supplier. We have been in touch with Amazon regularly about our appeal but have not received any positive response. We have been fully compliant and cooperative with Amazon throughout the appeal process.Therefore, we are filing this complaint to request your assistance in getting Amazon's attention to review and evaluate our appeal, and to hopefully reinstate our account. We are hopeful for your positive response on this issue. Thank you for your help in resolving this problem. If you have any queries, please do not hesitate to contact me.Sincerely,*** Online LLC
Business Response
Date: 06/01/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Customer Answer
Date: 06/08/2023

Complaint: 20079821

I am rejecting this response because: we have made diligent efforts to address the issue at hand by sending numerous letters. We also indicated in our appeals that we will no source from wholesale suppliers. We have attached our FUTURE SUPPLIER INVOICE. Our account has been deactivated for two years. We do hope that Amazon will expedite the review process.

Sincerely,

***************************
Initial Complaint
Date:05/19/2023
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 is publishing false information that is thwarting the sale of my product. I am the author of a book (Journey Toward A ******************* that my publisher, Palmetto, contracted with Amazon to post for sale on their web site, at the price that I specified, on May 2, 2023. I paid my publisher to contract with Amazon to publish my book for sale at Amazon and ****** and ***** web sites. Although this was done, Amazon also enabled other book sellers to sell my book on the same Amazon product details page. I do not believe this was part of the contracted agreement with Palmetto. To enable this multi-vendor commerce, a partial overlay web page at the right side of the product details page was designed and provided by Amazon. My primary complaint is regarding the false statement (in large, red type) on the product page Temporarily out of stock about the status of my book availability. This statement is absolutely false, as the book is never stocked. It is only available and printed on demand for orders as little as 1 copy or 1 billion copies or more. This false and misleading statement is permanently displayed on the product page. Amazon apparently provided this false, misleading statement to drive customers away from the main Add to Cart button, to the overlay page to buy the book from any vendor who chooses to sell my book on Amazon. The result of this prominent, permanent, false statement is that customers immediately notice this prominent statement, then leave the page without buying the available book, thus defeating the purpose of posting my book on their web site. A representative for my publisher informed me this has happened to many other of their author clients, and ******** has requested that Amazon correct this issue, but Amazon as been unresponsive. I tried to report this issue to an Amazon support representative and request this issue be corrected, but they will not document my complaint or resolve it. Instead, Amazon redirected me to another, unrelated agency, who redirected me back to my publisher. In sum, Amazon is publishing false information that is thwarting the sale of my product, as well as well as other authors products.
Business Response
Date: 05/30/2023
On 5/18, ******************** called KDP **************** regarding the "Temporarily out of stock" message on the detail page of their book. **************** then advised ******************** that he would need to reach out to his publisher for assistance as KDP is unable to access any information regarding his book. On 5/21, the Executive Customer Relations team emailed ******************** and reiterated our position, encouraging him to work with his publisher.
Initial Complaint
Date:05/19/2023
Type:Product 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.
Greetings! Dear BBB team,We are writing to report a review on Amazon that contains false and misleading information. The review's link: www.amazon.com//gp/customer-reviews/**************. The customer named **** has written ambiguous statements that mislead potential buyers of our product ASIN B0B22TJCZ7.1. The review includes contradictory statements such as: "Decrease puffiness" and "I have not seen any difference." Such statements confuse our potential customers.2. Furthermore, **** states, "The seller contacted me and said that it needs up to 90 days to work, which is not in the description." The product page has clear stage recommendations on usage time, power mode, hydration, and other important components for healthy under-eye skin. Specifically, we advise daily use for a minimum of 2 months. We have attached screenshots of the product page as evidence.It is important to note that **** contacted ** on the 5th day after placing her order and expressed dissatisfaction, claiming no visible results. Surprisingly, after just 2 weeks, she left a review of our product. As evident from the correspondence on Amazon, the duration of use was even less than the minimum recommended period of 30 days. You can verify the messages to confirm that we have been responsive and provided necessary recommendations since the beginning of ****'s purchase.Our aim is to ensure that customers have realistic expectations about their purchase, and therefore, we transparently inform them about the expected timelines for results. While we appreciate customer feedback, we firmly believe that ****'s review is unhelpful, inappropriate, and inaccurate in relation to our product.We have already made attempts to have this misleading review removed through seller support, but we have not received a resolution to our request. We would appreciate it if you could help to remove this review from our product page as it is misleading and inaccurate and does not provide useful information
Business Response
Date: 05/22/2023
Hello,
We appreciate that you took the time to contact us about the review titled "Decrease puffiness" for the "PENEBELLA New Anti Aging Eye Cream"We read the review and did not find that it qualifies for removal for violating our Community Guidelines (available here: ***********************************************).
We encourage our customers to give their honest feedback, whether positive or negative, about the products sold on our site. Our Community Guidelines exist to cultivate a space where customers can share their opinions about the products they receive in a way that is relevant and helpful to other customers.
We appreciate your understanding.

Customer Answer
Date: 05/23/2023

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: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 was trying to upload the statement to verify my identify many time. But I dont know why it not allow me to reinstate my amazon account. Moreover, for there are $200 balance in amazon account, it came from the welcome bonus of my new amex credit card instead of purchased from third party. Please help me to reinstate my account. Thanks
Business Response
Date: 06/05/2023
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Sincerely,
Amazon.com
Initial Complaint
Date:05/19/2023
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,I am Amazon.com customer for long time and I do keep buying electronics items. On May 15th at 6:20AM Pacific Time, I got an email from Amazon which said after review of my details Amazon has decided to close my account and any pending orders have been canceled. It did state that they may not reply to any further emails or about this issue.Later I tried to login to my account and it did request billing address proof with credit card on file. I did upload my credit card statement.Then on the same day at 9:45AM Pacific time, I got another email which said they have received my recent communication and already implemented appropriate resolution and sent me an email with further guidance. But there was no email sent and I was still not able to login to my account.I did call ********************** customer service and explained the situation but I was told there is no email or phone contact number for the department which is handling my case.I then received email on May 16th at 9:21AM which said my account is under review by the department in charge and they will be reaching out via email in next ***** business hours. I have tried calling them few times but not getting any information. When I try to login to my Amazon account it says they cannot remove the hold on my account and says check for an email or text message from Amazon describing next steps. But I do not see any email or text. It has been more than 2 days since I received an email which said they will be reaching out to me.Finally today 5/18 at 2:30PM Pacific Time I received an email which says My account has been closed and says gift card usage is in violation of Amazon gift card terms but did not specify what is exact violation. I did call Amazon customer service and they are also not able to give any details.I expect Amazon to tell me exact details of violation.At this time, I request Amazon to open my account. If they cannot open my account then they should tell me exact reason for violation and refund all my gift card balance. I have huge gift card balance on my account.Thank you,********************
Business Response
Date: 05/29/2023
Tell us why here...Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

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

Sincerely,
Amazon.com
Customer Answer
Date: 05/30/2023

Complaint: 20079339

I am rejecting this response because:
If Amazon is not able to provide access to my account then they should refund my Gift Card Balance on the Account. I have huge gift card balance on my account. ********************** should refund all my gift card balance from my account.

Sincerely,

********************
Business Response
Date: 06/12/2023
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Thanks,
*******
Customer Answer
Date: 06/12/2023

Complaint: 20079339

I am rejecting this response because I purchased all the gift cards with proper means. I need to understand which policy I violated. If it is because of volume of gift card amount then I am okay if my account gets converted to Business account. I need to get back all my money which were put to purchase these gift cards from the store. I do have all purchase receipts for these gift cards.

Sincerely,

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

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