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Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 59,770 total complaints in the last 3 years.
    • 21,467 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/02/2023

      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 4/13/23 amazon debited $32.84 from my account. This was done without my consent,permission, or knowledge. This resulted in a $26.64 late fee to my storage. I feel its only right I am reinburse for the late fee because I never consented to this unauthorized transaction.

      Business Response

      Date: 05/04/2023

      Hello,

      Ive checked the transactions on your account and couldn't find any charges for amount that you mentioned. Since the credit card in question is not listed as a payment method, I am not able to investigate further and recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

      We look forward to seeing you again soon.

       

      Customer Answer

      Date: 05/04/2023

       
      Complaint: 20008288

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 05/09/2023

      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've reviewed your BBB complaint and I'm sorry to learn about the charge that was deducted from your account.

      Upon checking your account, I found the charge was taken off for ******* Stick with ******************* A return was mandatory for this item as per our returns policy. Our system considered that we have not received the return of your previous original order of ******* Stick with ******************* I'm sorry if there has been a miscommunication about this return. However, making one time exception I've issued a full refund of $32.84 which will be processed to your original payment card within 3-5 business days.


      Regards,

      *****
      Amazon.com
      *****************************

      Customer Answer

      Date: 05/10/2023

       
      Complaint: 20008288

      I am rejecting this response because:
      I believe I canceled that card because it was stolen. Can you please give me a call for clarification and I can provide you with my updated information. In addition to the context and back story as to why I should not have been charged in the first place. It was without my permission, authorization or knowledge.In addition by Amazon, withdrawing the funds from my account, I was charged a late fee of $26.60 from another reoccurring account, because it said there were insufficient funds to cover this reoccurring amount because of the actions Amazon took by withdrawing my funds
      Sincerely,

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

      Business Response

      Date: 05/12/2023

      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.


      A refund was issued to your MasterCard on May 9, 2023 for $32.84. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

      If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.

      As mentioned in my previous email, the charge was taken off as we did not receive original order of ******* Stick with ********************** style="font-family: Arial, sans-serif; font-size: 12.8px;">

      Regards,

      *****
      Amazon.com
      *****************************

      Customer Answer

      Date: 05/12/2023

       
      Complaint: 20008288

      I am rejecting this response because: the transaction was unauthorized. I didnt receive any notification until after the fact. A refund was issued, but I was charged a late fee for insufficient funds due to the unauthorized debited amount from my card. If this amount was not debited from my account, I would have not been charged a late fee. This in addition to the fact  a supervisor informed me that this was an item that did not need to be returned. You can contact me by phone email or even message my account. I am willing to discuss further

      Sincerely,

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

      Business Response

      Date: 05/16/2023

      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've reviewed your correspondence on the BBB complaint and I understand you're unhappy with the instance that we provided on this matter.

      As mentioned, we've issued refund for the retrocharge that was deducted for not returning the item. This has already been done as an exception and we won't be able to compensate on the additional charge that was taken off as late fee.


      Regards,

      *****
      Amazon.com
      *****************************
    • Initial Complaint

      Date:05/02/2023

      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.
      The amazon website claims fast returns. I have yet to receive a refund for an expensive sweater I ordered 4/22/23 which I returned and they received on 4/26/23. Despite multiple phone calls I have yet to receive a refund, or even a clear explanation of why it's taking so long. Indeed, I would have never ordered the sweater in the first place if the webpage had mentioned the return process would be more complicated than with other items. Misleading. I have spent thousands and thousands of dollars on Amazon over the past decade. I will think twice about using them again, especially for ********** items.

      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've reviewed your BBB complaint and I'm sorry to learn about the delay in processing your refund.

      Sometimes there are delays in certain returns based on their price point and it appears this trailer's dwell time and transport got delayed and based on the price point of the item the Refund wouldn't process until the item was received and inspected.

      A full refund of $350.00 was issued on May 18, 2023.


      Regards,

      *****
      Amazon.com
      *****************************

      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:05/02/2023

      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.
      My partner (*************************) open his Amazon app on 5/1/2023 and noticed on the top had a red massage telling him to stop using the Oculus Quest 2 due to a recall, he chated with Amazon and got the refund for his order. His order # ***-1771778-7500267 On 5/2/2023 I chated with Amazon about the same product that I bought at the same time ***** to get the refund since the item is not safe to be used, but Amazon is refusing giving me a refund because my account is not active. I no longer have access to the account because I have a new account with the same email, so now only Amazon has access to the account and there are refusing giving me the refund. My order # ***-3779532-7726631. Thats the receipt and the proof I bought the unsafe item from Amazon.com, I am trying really hard to obey the recall and Amazon is making impossible due to their technically on their part, which I have no fault on it.

      Business Response

      Date: 05/04/2023

      Hello,

      I am Mahendra 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.

      Upon reviewing the complaint details, I see that you are referring to the order #***-3779532-7726631 purchased on Thursday, October 1, 2020.

      Based on the details, the account is closed and we don't have any option to take action on the order.

      I understand that you want to get the refund but as mentioned from our end there is no option to process the refund.

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

      We appreciate your time and patience in this regards. We look forward to seeing you again soon.

      Regards,

      Mahendra
      Amazon.com
      *****************************

      Customer Answer

      Date: 05/04/2023

       
      Complaint: 20008024

      I am rejecting this response because:
      all you have to do is issue a check and send to my address or put a gift card into my new Amazon account. 

      The name and the email address are exactly the same as the old account. 

      Just because  I canceled my old account it doesnt give you the right not to refund me. 

      Your technical issue is not my problem. 

      Sincerely,

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

      ************ 

    • Initial Complaint

      Date:05/02/2023

      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.
      Date of purchase 10/17/2022 I purchased a used/like new, ****** pixel 6 Pro on Amazon that was listed an UNLOCKED phone that I could use with my phone carrier. At the end of the year, the rumor about 3G phones no longer working proved false, so I did not attempt to use this phone until February, when I went to activate this phone, I was told by my carrier that it was locked, and I would have to contact **** to have it unlocked for usage. I was subsequently told by **** that there is an unpaid balance due on the account that the phone is connected to. I paid in total with shipping $763.17 for the phone, and it can be used for nothing more than a paper weight. They claimed that it was locked after I bought it, which the only response is that, there is no way that **** would release a phone for resale that has a balance due on the account that it is associated with. All I know is that I bought this phone under the terms that it was an unlocked device, there should be NO time limit on the terms that this phone was being sold under, and even so, why should I be punished for the seller's ignorance and refusal to give me a refund. It was clearly being sold as an UNLOCKED phone, see listing title on receipt. The seller has made no effort whatsoever to remedy the situation, quite the contrary, they have concocted excuses and reasoning that are indignant. and repugnant at the very least. Even if I was to attempt to activate the phone with ****, they will not unlock the phone until the past due balance is paid on the account. it's ludicrous to suggest that I should even entertain this idea. The bottom line is that I was sold this phone under false pretenses, and they have stolen $763.17 from me.

      Business Response

      Date: 05/05/2023

      Hello, 

      We have reviewed information provided and refunded USD 763.17 to their original payment method. 

    • Initial Complaint

      Date:05/02/2023

      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 ordered a ring, it says delievered. I did NOT receive it. I have filed a refund/reship from Amazon and was denied. I don't regret buying it, I want the ring or a refund so I can find a similar one. Since they threatened to NOT LET ME shop or use their services anymore, I want a refund instead.The ring was $159.99 Upon looking at the price, NOW the listing says it cannot be shipped to my location. I have accidentally clicked on that in the past, and it wouldn't even let me add to the cart. Not this item but furniture. So, I don't even know where the ring is.

      Business Response

      Date: 05/04/2023

      Hello,

      I'm Pratap 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 items from order #***- 5007592-5895416.

      A careful review of your account reflects that the correct information has already been provided.

      Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:

      - Information collected at the point of delivery.

      - The package weight and reported condition upon delivery.

      You may wish to contact your local police authorities and the shipping carrier to pursue this matter further.

      If the issue isn't resolved after contacting local law enforcement and the carrier, please contact ** back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

      In order for ** to validate your Police Report, it must be in a "Complete/Closed" state, be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

      - The delivery address regarding this incident.

      - The items were delivered according to the carrier tracking.

      - The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

      - The date the report was created.

      - The name of the police department.

      - If the Police Report was created over the phone: The name and badge number of the reporting officer.

      Were unable to accept Police Reports that are in pending or any other incomplete status, as well as reports not filed in the local jurisdiction in which the package was reported as delivered. The Police Report must be filed before 13 June 2023 to be considered for review. Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

      To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

      Thank you for your understanding.

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

      Regards,
      Pratap

    • Initial Complaint

      Date:05/02/2023

      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.
      Refund on a returned item . I returned the item got an email I was getting a refund. Tried countless times to contact Amazon but there is no way to contact them directly.. I even sent a letter to the corporate office.

      Business Response

      Date: 05/04/2023

      Hello,

      I am Mahendra 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.

      Upon reviewing the complaint details, I see that you are referring to the order #***-6222375-3235417 regarding the refund for the item.

      Based on the details, the refund of $72.57 is already issued to your original payment method on Wednesday, March 15, 2023 at 9:58 AM (PDT).

      The same confirmation email from our end is sent to your registered email address on Wednesday, March 15, 2023 at 12:51 PM (PDT).

      If you are still not able to locate the refund on your statement, I request you to contact your bank to check with them, as the refund from our end is completed.

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

      We appreciate your time and patience in this regards. We look forward to seeing you again soon.

      Regards,

      Mahendra
      Amazon.com
      *****************************
    • Initial Complaint

      Date:05/02/2023

      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 March 1, 2023 I made a purchase for an Android 11 ********* for *** 3/5 Series E60 Stereo Multimedia Player GPS Navigator iDrive System from Amazon. The order number is 112-4827189-4646609. On that order I made two purchases. One being the radio and also a back up camera for my car. The total on the order came to ******. The back up camera is still working, however, on May 1, 2023 the car radio just stopped working. I called Amazon to see if they could do something about this because I am out of ****** which was the amount only for the radio. They told me its after me 30 days therefore there was nothing they could do and that I couldnt get a refund. For a defective item I bought from THEM!! They sent me an email with a phone number to the company which is in *****, thats also not a working number The email link to the company isnt any good as well. Will post a photo. I bought this radio from Amazon not ***** yet here I am left out of over five hundred bucks with Amazon basically telling me, its your problem now. What a way to scam your customers, prime customers to be exact. How was I to know a radio I bought that been working in my car would just stop working. I was so happy with with the radio at first to the point I threw out the radio that I had prior. Now I am left with NOTHING! Why should I have to reach out to ***** when I bought this item on AMAZON? If this isnt a scam then I dont know what is. Paying a company to scam you out of your money is ridiculous. I dont buy things from ***** for the simple fact that I know it would be a problem reaching out to them. Yet, I buy something on Amazon because I thought it wouldnt be a hassle yet, here I am still having problems. The rep from Amazon was rude, speaking very fast so I couldnt understand her, and told me repeatedly I sent you the information for the company and when I told her try to call the number hung up. If this isnt resolved I will definitely take things further. Shame on you Amazon

      Business Response

      Date: 05/16/2023

      Hello,

      I'm Pratap 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 so sorry for the inconvenience you've faced regarding the defective item AWESAFE Android 11 ********* for *** 3/5 Series E60 E61 E63 E64 E90 E91 E92 CCC .

      Upon checking, I see that the return window was expired. Unfortunately we will not able to send the replacement or issue the refund in this case.

      As we are only the retailer and the item is not manufactured by **, there isn't much we can do regarding this issue.

      I'd suggest you to please contact the manufacturer if the product is under warranty.

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

      Regards,
      Pratap
    • Initial Complaint

      Date:05/02/2023

      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 April 19 I ordered a Tikom G8000 Pro Robot Vacuum and Mop Combo and received it on April 23. When I received the item, there was water in the compartment and it did not work as it should. I contacted Amazon to let them know I was shipped a used product that did not work.The representative gave me 2 options, return the product and receive a $40 gift certificate or discard the product and receive $20. Initially, I told her I would return the product but after I missed the *** pick-up a few times I called back and told the representative I would go with the other option of discarding the product. After a few weeks passed I noticed I did not receive a refund. I called Amazon, and they told me that the representative did not have anything written in the notes and they will not be able to give me a refund. I find this bothersome that Amazon, would send me a used and defective product, told me to discard it, and then refuse to refund me after I paid them for a new product that works.

      Business Response

      Date: 05/04/2023

      Hello,

      I am Mahendra 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.

      Upon reviewing the complaint details, I see that you are referring to the order #***-1769697-1931404 which was placed on Sunday, March 19, 2023 at 6:23 PM (PDT).

      I've gone through the previous correspondence and I can confirm that the $20 refund was issued on Tuesday, April 4, 2023 in the form of promotional credit.

      The $20 promotional credit is already added to your account and ready to use on your future purchases which are sold and shipped by amazon.

      The promotional credit will be applied directly to the order and you can see the price difference at the check out page.

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

      We appreciate your time and patience in this regards. We look forward to seeing you again soon.

      Regards,

      Mahendra
      Amazon.com
      *****************************

      Customer Answer

      Date: 05/05/2023

       
      Complaint: 20007791

      I am rejecting this response because Amazon is refusing to refund me for the used and defective product they sent me after they told me to discard. 

      Sincerely,

      X *********
    • Initial Complaint

      Date:05/02/2023

      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.
      I changed the settings on my account to not charge me for a year of prime service. Because I'm pretty Fed Up with nothing but issues with this company and I want to cancel. They charged me $146.51 and have caused me to have $285 in Bank fees. They have been telling me since April 3rd that I would get my money in 3 to 5 days. When I call to check on it they tell me the payment is stuck. They tell me they fixed it and to wait three to five more days. I want my money and I want the money that they caused me to have in fees which is $285. I will upload an email from April 11 that says they will send me the refund plus the fees. At that time it was $105. But it's literally been a month now, so those fees are $285 now.

      Business Response

      Date: 05/23/2023

      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 issue you had with the order.

      I would like to confirm that a refund of $146.51 was issued on Monday, May 8, 2023. I'm sorry for the delay in letting you know. I hope your issue is already resolved.

      We look forward to see you soon.

      Regards,
      Praveen M
      Amazon.com.
      *****************************
    • Initial Complaint

      Date:05/02/2023

      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 am a seller on Amazon and my account (MERCHANT TOKEN: A11JUN57ZI1EXE) was suspended for intellectual property infringement because I infringed on the intellectual property rights of other entities by incorrectly listing generic compatible products. I created detail pages for my products and used images and text without the correct licensing. I also did not follow the correct title format for my products. To reinstate my account, ********************** continues to ask me for proof of non-infringement, but my invoices only prove I was listing generic products. Since no sales were received or fulfilled for the ASINs under investigation, I am unable to provide invoices. My supplier handles all shipping for orders received. As such, invoices are only generated when an order is fulfilled. Amazon is withholding approximately $20,500.00 of my lawfully earned funds. Not a single dollar was earned from the products accused which led to my accounts suspension. Amazon has neither completed a comprehensive nor fair investigation. Their request for documents that dont exist is unreasonable. Can you help?

      Business Response

      Date: 05/15/2023

      Hello,

      Thank you for contacting us regarding your seller profile - this was regarding the account enforcement which was actioned on 3/14/2023.

      We have reviewed the appeals submitted this far and the documents shared by you however, we were unable to reinstate the account. We have shared an email with you regarding this matter that consists of the appeal requirements. 

       

      Regards,

      Amazon

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