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

59,354 total complaints in the last 3 years.
21,633 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:05/16/2023
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 recently chatted with someone on Amazon about an issue that we had with an item that I purchased they said someone was going to contact me but it's been a while and no one has. We purchased a bench but the item smells like mold and also when the item arrived the box was ripped from the outside. I would like for someone to contact me about this issue.
Business Response
Date: 05/18/2023
Hello ********,

I am Srujan 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 for the inconvenience caused with the item purchased in the order #***-9770287-7108226.

I've reviewed the details of the order and checked for the options available to help you with this. I see that a return is required for us to refund the item.

In this case, I suggest you to please return the item for a refund / replacement. You can return most items sold and fulfilled by Amazon.com in new condition with all original packaging and accessories within 30 days of delivery for a full refund.

Our ********************* guides you through the process and gives you options for a return mailing label:

**********************************.

If you haven't opened the package, it's okay to tape the Return Merchandise Authorization to the outside.

Only include items that are associated with this label in your return. Including additional items in your return shipment could result in delays in processing your return and refund.

You can find more information about returns, including return shipping costs and methods, on our help pages here:

***************************************.

Thank you for your understanding. We look forward to seeing you again soon.
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon ** has deactivated my account because they claim they cannot verify my identity, although I am actively selling in 15 other Amazon marketplaces. Every attempt *** made to rectify this situation and gain clarity about the problem has been met with silence. I believe the discrepancy with my *** (Postal Index Number) may have prompted the verification denial. My residence in ***** can be identified by two *** Codes: ****** and ******. The first digit of the postal code represents one of the many geographical areas. The second digit represents the postal circles (States) or the sub areas. The third digit indicates the district and the last three digits are the codes for post offices. Despite the small variation, the *** is accurate. When I submitted my certified bank letter, ****** was on the document, which does not align with the *** Code in Seller Central: ******. It is not uncommon to have these small variations at the end of the ***, as ***** has the largest postal network and the last three digits are only for the post office. I respect Amazons due diligence to ensure I am maintaining an honest representation of who I say I am, but their verification efforts were incomplete and inaccurate. The loss of income and storage fees Im incurring because Amazon is not doing their due diligence is devastating. MERCHANT TOKEN: A3SF3P5OKPW69Z
Business Response
Date: 08/02/2023
Hello,

The seller account created under **********************, for which this complaint was raised, is an account for a European Marketplace.

We recommend that the seller sends their information to the support team in European Marketplace.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:05/16/2023
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 an apple watch ultra and i initiate a return with amazon, amazon arranged *** to pick up the item to send it back to the warehouse. I have called amazon several time to confirm the arrival of the item and they said that the item was received at the warehouse. i have also explained why should i have to wait if the item was received and should have been scanned. All i wanted was my refund!!!
Business Response
Date: 05/17/2023
Hello Chikere,

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 for the inconvenience caused with the return refund process on the order #***-9962023-2897845.

I've reviewed the details of the return and see that the tracking shows that the item was delivered on April 7, 2023. However, there isn't any return processed at our returns center for the item.

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund after June 5, 2023, we recommend that you reach out to the carrier that you used to return the item to Amazon.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/24/2023

Complaint: 20063459

I am rejecting this response because: due to the fact that the warehouse could not locate my return and I have to wait until the item is found. There are no guarantees that I will get my refund, I did exactly what I was told by Amazon to do. The item was successfully delivered to the warehouse.

Sincerely,

Chikere Isikwe
Initial Complaint
Date:05/15/2023
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 file a formal complaint against Amazon regarding the lockout of my account in early April. Despite multiple attempts to resolve this issue by contacting Amazon's customer service between April 7th and April 13th, I have encountered unprofessional and unsatisfactory service. The representatives I spoke with exhibited a dismissive attitude, evaded their responsibilities, and refused to assist me in unlocking my account. This has resulted in a significant waste of my time and a highly negative customer experience.My ********************** account is registered under the email address ************************* I am seeking your assistance in addressing this matter and unlocking my account.Throughout the mentioned period, I made several calls to Amazon's customer service, providing all the necessary information to address the account lockout. Unfortunately, the customer service representatives displayed a lack of professionalism and repeatedly passed the responsibility onto others, without providing a satisfactory resolution.As a loyal customer, I hold ********************** to high standards of professionalism, efficiency, and customer support. The handling of this situation by Amazon has been highly disappointing. Therefore, I kindly request your intervention to promptly resolve this matter and ensure that Amazon takes immediate action to unlock my account. Additionally, I urge Amazon to address the unprofessional conduct displayed by their customer service team and implement measures to prevent similar incidents from recurring in the future.I kindly request your thorough investigation into this complaint and your assistance in facilitating a resolution between myself and Amazon. Your involvement in this matter is greatly appreciated.Thank you for your attention to this issue. I look forward to a swift and satisfactory resolution.Sincerely,Seeking Justice ************************
Business Response
Date: 05/19/2023
Hello,

My name is ********, and I am a member of the Amazon Account ******************** team. I am writing regarding a Better Business Bureau (BBB) complaint that was filed on your behalf.

We have restored your access to this account. You can now sign in and place orders.

You can review the orders canceled in the "Your Account" section of our website.

We are sorry for any inconvenience this has caused. If you still want any cancelled items, you will need to place a new order. If you want to continue using Prime benefits, please re-subscribe.

To help us improve your experience, click the link below to take a quick survey.
***************************************************************************

Sincerely,

********
Account Specialist
Amazon.com
******************************
Initial Complaint
Date:05/15/2023
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.
My account is currently locked due to a check being returned by my bank (due to fraud). I have paid the outstanding balance two months ago and since then Amazon has not unlocked my account. When I call I am told that the accounts team will unlock within 24 hours but they never do. My account has $50 in credit on it that Amazon will not release to me and no one is willing to assist. I want my gift card.
Business Response
Date: 06/01/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/6/2023 confirming account reinstatement.
Sincerely,
Amazon.com
Initial Complaint
Date:05/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Amazon regarding the suspension of my account and the loss of a $100 gift card balance. Despite providing proof of purchase, my account remains suspended and the gift card balance unredeemed.On 04/17/2023, my friend purchased a $100 Amazon gift card for me from ******** and I have attached a copy of the receipt as supporting evidence. The purchase was legitimate, and I have made numerous successful purchases using gift cards on Amazon in the past without any issues.Upon attempting to redeem the gift card on my account, I was shocked to discover that my account had been suspended. I immediately reached out to Amazon's customer service, explaining the situation and providing them with the necessary documentation, including the gift card receipt. Despite their assurances that they would investigate and resolve the matter, my account has remained inactive for 4 days with no further communication or resolution.I have been a loyal Amazon customer for 7 years and have never encountered such an issue before. I believe it is unjust for Amazon to suspend my account without providing a clear explanation or allowing me to utilize the funds on the gift card that was purchased for me in good faith.Therefore, I kindly request your assistance in resolving this matter. I urge Amazon to reactivate my account immediately and honor the $100 gift card balance, which was a valid purchase made by my friend. Additionally, I would appreciate compensation for the inconvenience and stress caused by this unjust suspension and the loss of access to my account and funds.I trust that the Better Business Bureau will take this complaint seriously and help ensure a fair resolution. I look forward to a prompt and satisfactory response from Amazon regarding the reactivation of my account and the redemption of the gift card balance.Thank you for your attention to this matter.Sincerely,************
Business Response
Date: 06/01/2023
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 6/1/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 06/12/2023
Please reopen the case. My issue is not solved. I am not satisfied with the Amazon reply. It seems like a automated reply and they didnt review my attachments for the valid receipt and gift card purchased. Please help me.
Business Response
Date: 06/27/2023
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 6/27/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 06/29/2023

Complaint: 20063133

I am rejecting this response because:
I have not violated any amazon terms of use. This kind of slander is really shameless. I have submitted my identification information and purchase invoice as required, but my account is still closed, which resulted in the loss of my assets.
I demand that Amazon immediately reinstate my account and compensate me for the $100 gift card, and give me a reasonable explanation.

Sincerely,

Hengzhan Ban
Initial Complaint
Date:05/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an Amazon Prime Member. I rarely write reviews. On or around 4/18/2023. I watched a boring documentary on Amazon Prime Video called "The Confession". It was about a case in ******* where a man murdered his wife but his confession was thrown out of court because it was obtained by the ************** without informing this man of his rights. It was boring. I wrote a review saying it was a travesty of justice but the police should have known the law or had guidance with the law on obtaining the confession legally. My review was similar to many other reviews about the documentary. I received an email from Amazon saying my review violated guidelines. It said if there had been a mistake to resubmit the review. I read the guidelines thoroughly. My review had NOT violated any guidelines. Again the review was rejected with no explanation. In the meantime I was directed to a page asking me to review my recent purchases. So I did. I reviewed cat food, cat treats, sunscreen and lipstick. All reviews were verified purchases and none of the reviews violated any guidelines. I was happy with everything, even the sunscreen which was thick and white but I said I'd buy it again because it did not irritate my sensitive skin. About a week later I watched another Amazon Prime movie which was not only boring but hard to follow and a complete waste of my time. I did not want to waste anymore time so I reviewed it and just said it was boring. I then received another email saying I had repeatedly violated guidelines and ALL my reviews were deleted and I was banned from writing any more reviews. I called Amazon repeatedly to try to find out WHICH guideline I had violated with no answer. No one can tell me which law I've broken. No explanation. No recourse. I do not want to write any reviews for Amazon. I will never purchase from Amazon again. I'm cancelling my Prime Membership. I just want to know which guidelines I violated. I just want to know what I did wrong.
Business Response
Date: 05/19/2023
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've got the details of your complaint reviewed by our internal team and received an update as below.

"You have repeatedly posted content that violates our Community Guidelines (available at ***********************************************) or Conditions of Use (**************************************************************************).

Because of your repeated violation of our Community Guidelines we've removed your ability to participate in Community features."

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/15/2023
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 received an email out of the blue today saying my account was closed due to terms of service violations. "We have taken this measure because our records show that your account is directly linked to another account that we previously closed for violating of our Conditions of Use. As a result, you may not open a new account or use another account to place orders on our store."The other account emails listed are totally new to me I have never heard of them before. I don't understand what terms of service I supposedly violated and I am quite upset that I can't shop with Whole Foods discounts anymore, or use the prime shipping service. I could understand if I did something wrong, but I haven't done anything!
Business Response
Date: 06/01/2023
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.

We notified the customer of this decision by email on 31 May, 2023.

Sincerely,
Amazon.com
Customer Answer
Date: 06/02/2023

Complaint: 20063097

I am rejecting this response because these associated accounts are not mine. I have never had an account banned from Amazon and in fact have been a reliable and consistent customer for a decade. I have engaged in no violation of their terms of service and this response unfairly and unjustly casts me as a fraudster, of which I am not.

Sincerely,

*********************
Initial Complaint
Date:05/15/2023
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 purchased an order from amazon.com on may 9, 2023, and we recieved it on may 11. order # ***-3053904-9059406 we opened the suit up, and you could immediately see it was used. the collar was visibly used, the buttonn holes had the fabric pushed threw them and the botton holes were loose, cause it had been woren, it had a red stain on the sleeve, and it had scratches on it. the tie was even a different color then what was on the add. my son has a black and blue theme for his graduation, but it came with a red tie, and not the blue one on the ad. I immediately called customer service, and they offered no help my sons graduation is next week the least they could have done was exchange it for a new one, since we were sent out a used item why do we have to wait for a refund. this is unbelievable that we have to wait on a seller they choose, for a refund when they sent my son used goods ruining his day, because I had to use money that was for something else to purchase other clothes. amazon has really went down hill since last yr!!
Business Response
Date: 05/17/2023
Hello Daishwn,

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 for the inconvenience caused with the return refund process on the order #***-3053904-9059406.

I've reviewed the details of the return and the tracking shows that the return was delivered on May 16, 2023. Usually, refunds are processed within seven days once we receive your return.

However, in rare cases, it can take up to 30 days for ** to receive and process your return. When we complete processing your return, we issue a refund to the selected payment method before which the option to refund the item isn't available for **.

You can find more information about our return refunds on our help page link here: ************************************************************************************

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/19/2023

Complaint: 20063018

I am rejecting this response because:

Sincerely,

Daishwn *****
Initial Complaint
Date:05/15/2023
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.
Account Telephone Number ************ There is a gift card Amazon removed the balance from 9 months ago in error and against my direction, and without permission. Balance Owed $333. Tort: Conversion: Acceptable resolution: Account credit. Attached is one of the 3 reps that promised to reload the giftcard or credit the account. Please respond promptly.
Business Response
Date: 05/18/2023
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 for the inconvenience caused with the gift card order #***-3857325-3363451.

I've reviewed the details and see that the order was successfully refunded on September 26, 2022 back to your payment method.

You can view the status of your refund in Your Account here:

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/20/2023

Complaint: 20062926

I am rejecting this response because:
Your response does not help. 3 Members of management were told specifically not to do that. No less than 7 team members were told not to do that, and entire distribution list was told not to do that. 2 Agents have claimed to have already issued the credit to either the gift card or as an amazon account credit. I have already sent the last screen of of your rep lying about applying the credit back to the card after it was found. Please check with your in house council as to what the definition of agency, conversion, and breach are if you are unable to understand. I can phrase it a bit more pedestrian if you like, you have stolen from me, and I demand satisfaction.

Sincerely,

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

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