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

59,442 total complaints in the last 3 years.
21,588 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:05/13/2023
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 an account with ********************** under the email address, *********************** I have since changed my phone number and my separated spouse has locked me out of my own account. I did not use this account for anything other than purchasing movies and shows. I used another account for all normal purchases.In trying to reset the password, Amazon refuses to work with me to gain access to my account. They are asking questions that I partially answered but still refuse to help. i.e. they asked for the last four digits of the card on file, which I gave them. then asked for the expiration date. My estranged spouse cancelled my debit card without my consent about 6 months ago so I don't know the card. They asked what was in the cart. I said that about 6-8 years ago I put an electronic drum set in there. Then they asked me the brand of that drumset?? How am I supposed to remember that?I can give them my full debit card number as I do have that memorized but they refused to work with me and said the only option I have is to start a new account & lose thousands of dollars of movies/shows in the process. Literally giving me no other option. I believe I'm correct to assume this is extortion and thievery. ALL I want is access to my account to change my password. I asked to speak with a manager, **************, and she also refused to help giving me an attitude.Why is it the only option to cancel my account and lose the purchase of over 300 movies/shows?ALL I want is access to my account & someone willing to work with me and not tell me "It's policy" these questions when this is a unique situation.
Business Response
Date: 05/21/2023
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 can understand that your account is on hold.

Upon reviewing, I can confirm there is no lock on your account filed with *******************************

Please share your email address filed on the account which is on hold so we could review it further.
We have requested the same information to your E-mail address on Tuesday, May 16, 2023 at 2:18 AM (PDT)

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

Regards,
*****
***********************************
Initial Complaint
Date:05/13/2023
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.
On May 11 and 12, 2023, two charges were made using my debit card. I did not authorize these payments. I called customer service to fix the situation. I found out that another name and address is used for my email and phone number. I try to explain that I cannot cancel the account because I am lock out. I am not ********************* not do I know who he is. His name and address are listed under my email and phone number. I had $87.49 and $22.45 charges on my debit card.
Business Response
Date: 05/15/2023
Hello ***************************,

I'm Arun 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've reviewed the complaint and understand your concern regarding the unauthorized charges on your card on a different account.

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

I would like to inform you that as these are unauthorized charges, the only option is to contact the bank and file a charge dispute.

If there was any other alternative, we would have surely helped.

Also, regarding the Account closure, you'll need to have access to the account in order to confirm the Account closure and then the system will be able to make the requested changes.

I would suggest you to contact the customer support team and ask for Account change team who will be able to assist you further in this case.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:05/13/2023
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 a PC on Amazon and returned it within 48 hours in perfect condition with everything that came with it and the original box. It is the only one I have ever purchased from there. They are trying to say that the serial number is not correct even though this is the exact unit they sent me and I do not have any other one. My order history reflects that. When I tried to contact them, the reps eventually hung up on me and did not want to help and just continue to email. They wont address any of my concerns or listen at all. I will not pay for a PC that I returned in perfect condition.
Business Response
Date: 05/15/2023
Hello ***********************,

I'm Arun 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've reviewed the complaint and understand your concern regarding the return issues for the Gaming PC Desktop.

I apologize for the inconvenience.

As per the update from the appropriate team, an incorrect item was returned and we'll not be able to take any action on it from our end.

You'll need to return the exact item in order to get the refund processed.

If there was any other alternative, we would have surely helped.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:05/13/2023
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 a Eco tank printer from Amazon on April 22, 2023 and I paid for it using my Amazon ********** card. The printer was defective so I sent it back for a full refund ($242.43). I received the refund on May 3, 2023. So instead of putting the refund on my ********** card, Amazon put it on an Amazon gift card. When I saw that I had a gift card with $242 on it, I assumed that 1 of my children had put money on this gift card for me so I purchased 2 items. Then when I realized that my refund was put on this gift card, I immediately called Amazon and asked them to put the remaining balance to my ********** card since that is the card that paid for the printer. I was informed from Amazon that they can't do that since I spent some of the refund. Now I feel that Amazon has forced me to use this card to purchase items from them which is not fair. I probably will spend $200 plus dollars with them in the future but I should not be forced to spend this money. Furthermore, Amazon chose to put this refund on a gift card instead of putting it on the card I used to purchase the merchandise. I need for BBB to make them put the remaining balance on my ********** card. Thank you.*****************
Business Response
Date: 05/15/2023
Hello Hello *****************,,

I'm Arun 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've reviewed the complaint and understand your concern regarding the refund for the Order ID: *******************.

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

I would like to inform you that once the gift card balance is used, we'll not be able to revert it to the original payment method.

If there was any option to refund the remaining amount to the card, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:05/13/2023
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 BBB,I am *********************************, an Amazon seller and the owner of Coltre Hunters store. On 4/20/23, I received a notification from Amazon requesting information and documents for the approval of a ******* brand product. Specifically, I needed to attach an invoice for **** (B071NFVVNG), which refers to a ******* water filter. On 4/22/23, I promptly submitted all the necessary information, including the invoice for the **** (attaching the invoice N35-188). Unfortunately, on 4/29/23, I received a response stating that my approval was not accepted. Amazon claimed that the information was not even submitted, which was incorrect!!! I attach the screenshot of the rejection. I made additional attempts to send the information on 4/29/23 and 5/01/23, but I did not receive any responses. I also contacted the supplier to verify if there were any errors in the invoice, but they confirmed that everything was correct. As a responsible seller with a long track record of selling ******* products without any customer complaints, I attach screenshot from voice of the customer page that demonstrate the absence of complaints.Thank you for your attention.Sincerely,*********************************.
Business Response
Date: 05/15/2023
Greetings from Amazon.com,

I understand the seller is requesting assistance with getting ASIN: B071NFVVNG reactivated for sale.

The best course of action to have the seller take is to have the seller send an email to the following email address:

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

Have the seller provide all the necessary information and have them make sure all attachments (invoice documents, manufacturer confirmation, so on) is provided.
Customer Answer
Date: 05/15/2023

Complaint: 20054428

I am rejecting this response because: Hello, of course, as I wrote I have already sent the information to csm-brand-******************************** On 4/20/23 I sent information and invoice to csm-brand-******************************* (screenshot_1). On 4/29/23 I received the answer from Amazon that I had not sent any information (Rejectoin). I have already written about it in my first application to BBB.Then I sent the information and invoice again on 4/29/23 and 5/01/23 (screenshot_2, screenshot_3) and I received no more answers from Amazon. I wrote and sent all necessary information to csm-brand-******************************* many times, nevertheless Amazon answered me that I submitted nothing or Amazon did not answer me at all. That is why I am writing to BBB.

Sincerely,

*********************************
Business Response
Date: 06/04/2023
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 4 June, 2023.
Initial Complaint
Date:05/13/2023
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.
ORDER # ***-0923225-1337046 placed on May 10, 2023 for JOVS *********** IPL Hair Removal was cancelled but refund still not received. Account ***********************
Business Response
Date: 05/15/2023
Hello *********************,

I'm Arun 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've reviewed the complaint and understand your concern regarding the Order ID: ******************* refund.

Upon checking, I see that the refund of $325.95 has been processed to the original payment method on Saturday, May 13, 2023 at 7:28 AM (PDT).

Refunds will be credited within 3 to 5 business days.

Hope this information helped.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 05/16/2023

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:05/13/2023
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.
We are being charged still - **** on the credit card ***** on the debit card. We have nothing opened with them. Can they please refund while they are looking for our account. I understand that they are looking into this. We authorize BBB to share this with the news outlets and wish for interest to be paid back if not resolved within 30 days.
Business Response
Date: 05/16/2023
Hello ****,

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

I see the concern that you have shared and was able to locate the charges you are referring to using the phone number.

The subscriptions you have asked about have been cancelled and refunded, in case you have any issues, I would recommend you dispute the charges with your bank.

Typically, you should see the refunds in 3-5 days of issue, you would also receive an email.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:05/13/2023
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 Amazon account has been closed due to, words from Amazon, "the violation of Amazon's policies by another account associated" with mine. However, I have no knowledge of any other accounts related to me and have never intentionally violated any of Amazon's policies. This means that my personal information has been misused and my account has been unfairly penalized, making me the victim in this situation.As a victim, it is unacceptable that I must suffer the consequences of someone else's actions. I request a resolution that does not involve me being barred from making purchases on Amazon. I urge Amazon to reconsider your decision and provide me with a solution that is fair and just.Amazon Account: *****************
Business Response
Date: 05/25/2023
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 03 May, 2023.

Sincerely,

****
Amazon.com
Initial Complaint
Date:05/12/2023
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 have reached out to Amazon customer service several times over the period of several years concerning the message below and I have never received a response back. I was never warned that there was an issue with my account and I have never broke any of the rules. I would like the ability to review and ask questions again. Sometimes when buying a product it is vital to ask a question if information is missing from the listing. I am hoping that you can assist with this issue. I have read on the internet that this happens to many people and no one knows why. It is not fair. I have been a loyal customer for many years. The error message that I am receiving is below. "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: 05/25/2023
Hello Laurel,

Thank you for your inquiry. We have noticed some unusual reviewing, rating, or voting activity associated with this account. As a result, we removed all of this account's reviews, and the account is no longer able to contribute reviews, ratings, votes, customer questions and answers, and other related Community content.

Why is this happening?
Customer reviews, ratings, and votes are meant to help customers make informed purchase decisions through unbiased product feedback. Reviews, ratings, and votes that violate our Community Guidelines and our Review policies are not allowed.

This account can no longer contribute content for one or more of the following reasons:
-- Elements of the account indicate a relationship with sellers, publishers, or other reviewers on the reviewed products.
-- Reviews, ratings, or votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.
-- The account requested free or discounted products in exchange for reviews, ratings, or votes.
-- The account was created for the primary purpose of writing reviews, ratings, or votes that violate our policies.
-- An unauthorized party may have accessed this account to write reviews, ratings, or votes.

To learn more about this policy, go to "Community Guidelines":
*****************************************************************************

Has your account been deactivated in error?
If you believe there has been an error, please submit an explanation. Your explanation should include the following information:
-- Evidence or examples that demonstrate that your account complies with our policies.

To contact us about this decision, please reply to this email.

The Amazon Review Moderation team
Customer Answer
Date: 05/25/2023

Complaint: 20053844

I am rejecting this response because: I have sent in my appeal and my account has not been reinstated.

Sincerely,

***************************
Business Response
Date: 05/30/2023
Hello ******,

We previously sent you an email explaining that we detected unusual product review or product rating activity associated with your account that violated our guidelines. As a result, we removed some of the reviews or ratings youve left in the past and restricted your account's ability to contribute reviews, ratings, customer questions and answers, and other Community-related content. After thoroughly reviewing the recent information you provided, we have decided not to restore this account's ability to contribute to community content at this time.

Why is this happening?
Customer reviews, ratings, and votes are meant to help customers make informed purchase decisions through unbiased product feedback. Product reviews, ratings, and votes that violate our Community Guidelines and our Customer Product Review policies are not allowed.

This account can no longer contribute content for the following reasons:
-- Elements of the account indicate a relationship with sellers, publishers, or other reviewers on the reviewed products.
-- Reviews, ratings, and votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.
-- The account requested free or discounted products in exchange for reviews and ratings.
-- The account was created for the primary purpose of writing reviews and ratings that violate our policies.
-- An unauthorized party may have accessed this account to write reviews and ratings.

We are here to help.
If you believe this action was taken in error, or if you have additional information you would like us to consider, respond to this email or contact us at ***************************************.

To learn more about this policy, refer to the following resources:
-- "Community Guidelines":
*****************************************************************************
-- "Anti-Manipulation Policy for Customer Reviews":
*****************************************************************************
-- "About Promotional Content":
***********************************************************************************

Amazon Review Moderation team
Customer Answer
Date: 05/31/2023

Complaint: 20053844

I am rejecting this response because: they are not providing proof that my account was in violation. I am not sure a human even reviewed the case or if they are using AI. There is no reason that my account should be in violation. I am getting this case open until my account is restored.

Sincerely,

***************************
Initial Complaint
Date:05/12/2023
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 placed an order for a coffee table, priced at $56.21 including tax, and within minutes got notified that my account was 'suspended' and that I needed to take action. I used the website but they wanted me to upload documentation and I refused to do that. I then contacted the ********************* and spoke with '********' and his supervisor (no name given). I told them that it was nearly impossible to contact a customer service rep and that I needed to close my account now. Neither of them could close the account. Supervisor said he would pass the info to their account department but could not guarantee me that anyone could confirm the account closure. I told him it was imperative to get someone to close this account and not leave the information in their indices online. I was on the call for some time. They need to be banned from doing business as I was able to authenticate fully with them. Nobody could confirm my credit card (DISCOVER) would not be charged for this transaction even though their e-mail said the order was cancelled. I do not trust them.They refuse to confirm account closure, or that I wasn't billed, and nobody could promise to notify me that my information would be removed from all indices at Amazon. This is unsat. I fully authenticated with them and they absolutely could not do what I asked them to do. I have no intent to ever use them ever again for any type of commerce.
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.

We understand you wish to close your account and delete your data.

Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow the steps below:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu, tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and click "Close My Account."

Please note that if you have multiple accounts, please follow the steps above for each of them to ensure that we have the correct authority to take action on each account you wish to close. By requesting the permanent closure of your Amazon account and the deletion of your data on any Amazon site, youll lose access to all of the products and services across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password), such as international Amazon sites (e.g. amazon.co.**, amazon.fr, amazon.com.mx), Audible, etc.

A confirmation notification will be sent to the email address associated to your account or via text message. Youll need to reply within 5 days to verify your request.

We look forward to hearing from you.

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

Regards,
Pratap

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