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

59,493 total complaints in the last 3 years.
21,514 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:04/28/2023
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 nonstop getting the wrong items I ordered. When trying to return I will follow amazons return procedure. I have had multiple returns lost in their return procedure. They refuse to provide any remedy or solution. When they send the wrong items they should pick them up themselves. I tried to contact Amazon to resolve this but now have no choice to file a dispute with my bank for the wrong items I received.
Business Response
Date: 04/30/2023
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.

Whenever you receive an item wrong, defective or damaged, you can always go ahead and return it by visiting our online returns center. I would like to know if you have any outstanding issues so that I can help you further.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:04/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ***/*****,I am writing to request your assistance in resolving an issue with my "Insectman" seller account (Merchant Token A3564EV9RZO7DF) on Amazon. On April 25, 2023, Amazon notified me that a rights owner had reported that I was selling counterfeit products on listings of ASINs B0BXHN9CVL and B0BXG68VKQ. Amazon has imposed sanctions on my account and plans to deactivate it. I disagree with these measures, as I believe that I have not violated the rights of the claimed trademark owner. Here are the reasons:1.The trademark registration number ******* is registered for word IFOBASIC and goods that are not related to perfumes and cosmetics, which are the products I sold on Amazon.2.The listings in question pertain to perfumes under the "*****************" brand.3.The ***************** brand is protected by registered trademarks owned by ***************** **** not ***** SNAIL NETWORK TECHNOLOGY ********* who owns the reported trademark number *******.4.The word "IFOBASIC" appears in the title of the listing, but it bears no relevance to the products being sold.5.The word "IFOBASIC" is not associated with the ***************** brand on the official ***************** website.6.The reported trademark number ******* does not possess legal protection for Class 003 goods, making it irrelevant to the products that were sold on the removed Amazon listings.7.I am not the creator of the listings in question, and I simply sold items listed there.8.Based on the mentioned above, I believe that I have not violated the rights of the owner of the reported trademark and Amazons Policies. Moreover, I believe that the owner of the reported trademark is abusing Amazon Policies. I have attached all supporting evidence and web-pages of my correspondence with Amazon's support team.Please, review the full text with my arguments attached in file.I appreciate your attention to this matter and hope for a swift resolution.Best regards,*********************
Business Response
Date: 05/01/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 5/1/2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 05/02/2023

Complaint: 19993059

I am rejecting this response because:
In a letter dated May 1st, 2023, Amazon requested that I provide. Specifically, they requested one of the following documents:

A letter of authorization (LOA) or licensing agreement (LA) directly from the rights owner that confirms my authorization to use their intellectual property. The contact information of the rights owner can be found in the listing deactivation communication I received.
An invoice that verifies the authenticity of my products.
A retraction from the rights owner sent directly to Amazon. The contact details of the rights owner can be found in the listing deactivation communication I received.

I find Amazon's request confusing because they are still considering the complaints against me to be legitimate, even though they are not.

Specifically, I am uncertain about the following:

Who should provide the letter of authorization (LOA) - the owner of the "*****************" brand whose products are sold on the listing, or the owner of the "IFOBASIC" who filed illegal complaints against me?
What kind of invoice should I provide - for the ***************** brand product, or for the IFOBASIC brand product for which illegal complaints have been filed?
Who should provide the retraction - the owner of the "*****************" brand or the person who filed the illegal complaint against me about the IFOBASIC brand?

I have already requested that Amazon cancel the enforcement actions against me based on these complaints, but they have yet to do so.

I request that Amazon cancel the enforcement actions against me that were based on the illegal counterfeit complaints.
Sincerely,

*********************
Business Response
Date: 05/03/2023
We have decided to reinstate the requested ASINs B0BXHN9CVL,B0BXG68VKQ, and an email was sent to customer informing them of this decision on 5/3/2023. Thanks, Amazon.com Seller Performance
Customer Answer
Date: 05/04/2023

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.

Thank you for your attention to this matter.

Sincerely,

*********************
Initial Complaint
Date:04/28/2023
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,I am reaching out to seek your assistance with a matter involving Amazon Payments Team. My seller account was suspended, and as a result, my funds were placed on hold. Despite the 90-day waiting period having elapsed, I have been unable to withdraw my remaining balance from the account.I have tried to contact Amazon Payments to request the release of my funds, but I have not received a satisfactory response. Therefore, I am seeking your help in resolving this matter.I currently have $1978 in my Amazon Payments account, and I would be grateful for your assistance in retrieving these funds. I am happy to provide any additional information that *** be required to expedite the process.I am sure that I am entitled to withdraw my remaining balance from Amazon Payments, and I would appreciate your assistance in ensuring that this matter is resolved quickly.Thank you for taking the time to review my request.Best regards,*********************************
Business Response
Date: 05/01/2023
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2023-4-24.

Merchant Credit Team Amazon.com
Initial Complaint
Date:04/28/2023
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 Better Business Bureau,I am writing to file a complaint regarding an issue with funds withdrawal on Amazon. My account was deactivated. Subject to Amazon policies, I have the right to withdraw funds from my account after a ****** period from the date of blocking. Unfortunately, when I exercised this right, my request was declined.$1,941.88 is held on my account. I have tried to support my request with some additional information, but my withdrawal has been denied.I am hoping that the Better Business Bureau will help me to withdraw my funds from Amazon. I would greatly appreciate any assistance you can provide in helping me to access my funds as per Amazon's policy.Faithfully,***** **************************************
Business Response
Date: 05/02/2023
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2023-4-23.
Merchant Credit Team Amazon.com
Initial Complaint
Date:04/28/2023
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 returned five items (Brusho and PanPantel Brusho) to Amazon due to allergies. One item (Brusho Grey color) has already been refunded, and is in transit. The other four order numbers are 113-3512516-9869836, 113-5224443-7579466, 113-2156418-3653805 and 111-6491660-2296259. They were returned and received by the warehouse on the 27th. Unbeknownst to me, on the 23rd I received four letters about the returns that read Amazon accepted my return requests but as "this item was sent to you in addition to the original order by mistake we'll not issue a refund for this return." The customer service rep refused to bundle the *********** for the order, so I cancelled the returns and issued my own return of all four items. When *** arrived, they had four labels (one for each package), so they took those out of the return envelope and sent them back separately, as per the original return Amazon created for me. Bottom line, Amazon has the returned products, and I want a full refund including $7.99 for each ********** charge.
Business Response
Date: 04/30/2023
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 understand your concern regarding the return refund of your recent orders.

Once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by May 27, 2023, please write back so we can find out what happened.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 04/30/2023

Complaint: 19992942

I am rejecting this response because I have no clarity as to when I will receive the refund. "To see how long it will take to receive your refund based on refund method, or to learn more about the refunds process, feel free to visit our Refunds help page." So I go there:
"Go to Your Orders.
Next to the relevant order, select View Return/Refund Status.
For more information about our refund policies and how long it will take for you to receive your refund, go to Refunds.
Other ways to check your refund
You can also check the status of your refund by going to Your Orders and selecting View order details next to the relevant order. The refund status is displayed at the bottom of the Order Summary.
For more information about our refund policies and how long it will take for you to receive your refund, go to Refunds. If you review the customer service conversation attached to this response, you will see that they each told me something different. Today another customer service person told me to wait seven days."
Check out the customer service transcript I attached, furthering my confusion.
Additionally, view the STATUS OF MY REFUNDS on my orders platform. RECEIPT OF ITEMS at your warehouse doesn't even register on the website.
Please ship the items back if you aren't going to refund them. I will see if I can find someone who isn't allergic to them.

Sincerely,

*************************
Initial Complaint
Date:04/28/2023
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 November 4 2021, I purchased an electric scooter from a seller on Amazon. After a few uses it would no longer charge. I started with a dispute on the credit card (circa Mar. 21, 2023) which Amazon fought so it was denied. Since then Amazon.com won't allow me to file an "A-Z guarantee" claim because there's "an open dispute". (A lie). I spoke to several cust. service reps who assured me I'd get a refund, nothing doing.
Business Response
Date: 04/30/2023
Hello,

I am *********************** 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'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 05/01/2023
Attached image with order # and email address.
Business Response
Date: 05/04/2023
Hello,

I am *********************** from Amazon.com.

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

I'm sorry to hear there was a problem you've had with "EVERCROSS HB16 **************** Scooter with 8" Solid Tires & 350W Motor, Up to 20MPH & 22 Miles, ******** for Teens and Adults" you've purchased.

Amazon.com stand behind third-party transactions made on our website by offering customers the A-to-z Guarantee.

Please do understand that as your order was placed more than 90 days ago.You aren't eligible for reimbursement under the terms of our A-to-Z Guarantee. I really apologize for any inconvenience this may cause.

In my experience, the quickest way to have this issue resolved is to contact the manufacturer directly.

You may want to contact your local postal inspector or a national consumer protection agency.

For more information about our A-to-Z Guarantee, please go to our Help pages:
****************************************************

Thank you for your understanding.

Regards,

****************
Amazon.com
*****************************
Customer Answer
Date: 05/04/2023

Complaint: 19992763

I am rejecting this response because: I was told by a few customer service reps of ******************** that they would refund, and they didn't.

Sincerely,

*********************************
Initial Complaint
Date:04/27/2023
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.
This is ********************************* I filed one already but I also want to know y they think they can keep all contributions that wasnt redeemed on my wedding registry thats others peoples money they are stealing Amazon is not giving me anything to go on as to why they shut my account down I did not buy any gift card I didnt use any gift card I used my credit card they have no right Ive talked to 5 other people and theres was as well some they said was a glitch so I would like them to fix there glitch if they look at my emails and orders the can see I have not used gc or bought gift card they wrongfully are doing this
Business Response
Date: 05/26/2023
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
***
Amazon.com
Customer Answer
Date: 05/26/2023

Complaint: 19992687

I am rejecting this response because:I didnt violate any gc use I used my contributions on my own item they was put towards and shipped to my address

Sincerely,

*********************************
Initial Complaint
Date:04/27/2023
Type:Delivery 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 date apr 24,2023 order number:113-9941516-3000226 order total:$3703.43 (3items)tracking ID:TBA306417350712 The item in question is one of these three items, priced at $1699 plus tax. The item is a Fujifilm X-T5 mirrorless digital camera.The other party is Amazon, and I made the purchase through their online store.The evidence is in the following picture. The weight of my package was only 3.1 pounds when it was shipped, but a camera and lens should weigh no less than 4 pounds. Therefore, my camera must have been lost before Amazon shipped the package for **** received an incomplete package which should have contained one camera and one lens. However, the package only contained the lens and the outer packaging of the camera, but the camera itself was not inside.Amazon customer service instructed me to file a police report, and I did so. The police provided me with a case number, which I provided to Amazon. However, Amazon stated that I should contact them again after two months when they could provide a resolution. I believe that two months is too long, and they cannot guarantee that I will receive a refund after two months. Moreover, I have evidence that the package had a problem before it was sent, so I think Amazon should refund my money immediately. But they refused and stated that they are unable to do anything until the two-month waiting period has elapsed.The evidence is in the following picture. The weight of my package was only 3.1 pounds when it was shipped, but a camera and lens should weigh no less than 4 pounds. Therefore, my camera must have been lost before Amazon shipped the package for me.
Customer Answer
Date: 04/28/2023
Hi BBB

Thank you very much for your help. After you sent the copy to Amazon customer service, they responded to me immediately and promised to help me resolve this issue. The existence of BBB is very important, as it can help millions of consumers like me to protect their rights as they deserve.

Thank for the help
Liyu
Initial Complaint
Date:04/27/2023
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 have a wedding registry and my family and friends have been helping with items on it and amazon locked my account for no reasywith all my money on it.Amazon wronfully locked access to your account and put it on hold
Business Response
Date: 04/30/2023
Hello,

We have restored your access to this account and processed any pending orders. You can track the progress of your orders in the "Your Account" section of our website.

If you want to continue using Prime benefits, please re-subscribe.

Thank you for your patience and we are sorry if any inconvenience was caused. We will notify you by email when we send your orders.

Please help us improve this process and take our survey to rate your experience:
***************************************************************************

Sincerely,

Account Specialist
Amazon.com
******************************
Initial Complaint
Date:04/27/2023
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.
Recently discovered charges for a ** prime membership (that was not authorized) & we live in ****** and have a ******** account. Spoke with a chat agent on amazon who claimed the account was registered with our firestick ( which was purchased in Nov 2020 via ******** account however charges began in sept 2017.Called amazon agent who advised while they recognize we never made any orders on the account and the charges for the ** .com account were not authorized the best they can do is refund the last 6 months and cannot do anything about the years of invalid charges (they also dictated this in an email after the call). When asked about an escalation process to review this matter as none of the amazon.com monthly membership charges were authorized the agent said there is no company process to review and escalate invalid charges.
Business Response
Date: 05/04/2023
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 prime membership fee that was charged to your account.

I understand you were unaware of the subscription in your Amazon.com account. I'd like to confirm that we have already cancelled the monthly subscription and issued refund for the latest 6 months of Subscription fee.

I've now issued refund for the remaining previous months of subscription fee which our system allowed ** to refund.

$14.99 x 8 Months
$12.99 x 13 Months

Refunds will be credited to your original payment card within 3-5 business days.

Regards,

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

While Amazon has refunded a portion of the charges, the entire subscription from September 2017 was not authorized and amazon has confirmed this over the phone, chat and email. Failing to refund the full amount claiming on 2 occasions our system only can go back so far then issuing a slightly further refund but not the full amount taken is blatant theft and fraud. At this point we are considering retaining an attorney to resolve this issue if the full amount still owing is not returned. We never authorized a ** membership, we do not live in the **. This is a horrible customer experience for ** while we are loyal customers for our ******** service

--

Regards,

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

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