Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon.com

  560 Merrimac Ave Middletown, DE 19709-4652

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  Amazon.com

  1 Centerpoint Blvd New Castle, DE 19720-4172

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  Amazon.com

  4255 Anson Blvd Whitestown, IN 46075-4412

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:04/27/2023

  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 have placed the order for this item twice and both times it has been lost. This is the second time I have placed this order, ORDER # ***-1622642-6509823, it was supposed to be delivered 4/25 yet they claimed to have made an attempt but no one called, texted, knocked on my door or rang the door ****. I have called over ten times since asking for a redelivery to which I am told another time or date that never happens or I am told it is lost but when I am transferred they say it will be redelivered. This is absurd. How is amazon losing my packages over and over again and I am getting zero help!

  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 am sorry for the inconvenience caused to you with the Order ID: *******************. As an Amazon.com customer we want to you have outstanding service whether you're working with Amazon.com customer service or with one of our carriers, and I'm very sorry this wasn't the case here. It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details. We value customer feedback like yours, as it helps us improve our processes.
  
  To help you with this, we have issued a full refund of $77.86 on the order on Friday, April 28, 2023. The refund usually takes 3-5 business days to reflect on your card statement. 
  
  You can view details of the completed refund on your Amazon.com account:
  **********************************************************************************
  
  I hope this helps. We look forward to seeing you again soon.
  
  Regards,
  
  ***********************
  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.

  Dear Better Business Bureau,I am *******************************. I have an Amazon Seller account which I started in November 2021. Prior to Amazon suspending my account on May 5, 2022, I had only been operating and selling on the Amazon Marketplace for about six (6) months. To help you comprehend my complaint and, perhaps, assist me in negotiating with Amazon to have my account activated, I want to provide your office with a summary of my account status. We operate and use a drop shipping model in our company. According to Amazon policies and guidelines, this is acceptable as long as we can guarantee that only our name is identified on all of our products. Unfortunately, in our most recent transaction, our supplier failed to attach our trademark because we did not have an agreement with the brand owner, which resulted in the suspension of our current policies on Seller Policy, Seller Code of Conduct, and Drop Shipping Policy. For the sake of our account's reactivation and the benefit of our store's operations, we are proactively sending out appeals. My staff and I can attest that since the beginning of our company, we have always complied with the rules and regulations of the Marketplace. Since this is my sole source of income, we are asking your office to assist us in our negotiations with Amazon to have our account reinstated so that we can continue selling on the marketplace. I am hoping you'll support me in my efforts to convince Amazon to give us another chance to participate in the Amazon marketplace. Thank you for the time to read my request!

  Business Response

  Date: 04/30/2023

  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 4/30/2023. 

  Thanks,

  Amazon.com Seller Performance

• Initial Complaint

  Date:04/27/2023

  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 a item and I have tracking information the item was received and they have failed to issue me a refund 1Z0FW4562600105669

  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 return.
  
  As mentioned by our customer service, usually the return takes 14 days to complete. However, at times it might take upto 30 days. I would request you to please give it time till 10th may 2023. If you do not hear from the returns team by then, please reach out to *** so that they can help you further.
  
  The extra time will help the returns team to find the item and process the same.
  
  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.
  ***********************************

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19989490
  
  I am rejecting this response because:
  
  miraculously once Amazon received complaint from me via BBB my return was expedited and processed the same day which leads me to believe they are stonewalling customers to hold their funds as long as they possibly can
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/27/2023

  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.

  I purchased a "MAMNV Robot Vacuum and Mop Combo, WiFi/App/Alexa, Robotic Vacuum Cleaner with Schedule, 2 in 1 Mopping Robot Vacuum with 230ML Water Tank, Self-Charging, Slim, Ideal for Hard Floor, Pet Hair, Carpet" and "ASURION 2 Year Floorcare Extended Protection Plan $200-249.99" from Amazon on 1/16/2023 (ORDER # ***-4190931-4389837 and ORDER # ***-0244767-8221813). The vacuum was delivered on 1/16/2023. Within 7 weeks it stopped properly functioning. I first contacted Asurion to file a claim, and was directed to file a claim with the manufacturer since I am still within their 1 year warranty period. On 3/9/2023 I emailed us-*********************** to request a replacement machine under their written 1 year warranty. They repeatedly suggested I fix it myself, so I contacted Amazon customer service, and after a lengthy discussion they agreed to refund the item minus a restocking fee. Within 24 hours of initiating this return on Amazon, the manufacturer separately responded in our email thread with a USP return shipping label to send the item back for warranty replacement. Tracking shows the package was received on April 11. I have contacted the manufacturer 3 separate times to find out when my replacement will be shipped, with no response. I now have no vacuum and am out the cost of the item itself and the extended 2 year warranty plan. I am requesting Amazon either contact the seller on my behalf and have them ship me a replacement machine and email tracking information, or refund me in full for the vacuum and 2 year extended warranty plan (ORDER # ***-4190931-4389837 and ORDER # ***-0244767-8221813).

  Business Response

  Date: 04/30/2023

  Hello *********,
  
  I'm Aqeeb 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 inconvenience caused by not receiving a full refund for Vacuum Cleaner you returned.
  
  Upon reviewing, I can see that we have shared a return label to return it to Amazon and there is no tracking available in 1ZE910V79034244111
  
  Further, I've reviewed the attachment file added in this complaint and can find another label 1Z1X66530339344839 which is not created from our end and we have not received this return. Hence we will not be able to take any further actions to refund or replace the item.
  
  However, if you have returned this item to Manufacturer outside Amazon, we will not be able to track the status of this claim. We request you to please contact Manufacturer for further actions for a refund or replacement.
  
  Thank you for your understanding.
  
  Regards,
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 04/30/2023

   
  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: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.

  On April 12, 2023 Amazon.com advertised a Greenworks 40V Brushless Self propelled Lawn Mower 21 inch electric. for $32.49 which was originally $479.99. The allowable quantity was 3. I ordered 3 at $105.27 which was suppose to be delivered on Monday 4/17, however, never came until Thursday 4/20 and only 1 lawnmower arrived. I called Amazon and they advised me that I canceled my order, which was not truthful. I requested proof of me canceling which they could not provided. I spoke with a supervisor who advised me that Amazon had actually canceled these orders because they advertised an incorrect price. Speaking to another Rep, she advised me that if I ordered the lawnmowers again that she would complete a price change and refund my credit card $901 to reflect the price change of $35.09 per each mower ( for the 2 missing mowers) which were scheduled to be delivered on 4/26. On 4/26 again only one mower arrived, again I called Amazon who advised that the order was once again canceled. I also found out that the price change never happened and the credit card was billed $485.95( for one mower that arrived). I asked Amazon several times to provide me with the recorded telephone conversation in which their rep offered the price change, and the refund within 3-5 days. Every time this was asked, they would disconnect the call or leave me on hold for over 20 minutes. I have spent 4 hours in 1 week on the phone and still have no resolution or the items that I have now purchased twice. Along with that the credit card was fraudulently charged for a different amount than what was authorized. I am asking Amazon to honor their originally advertised price for complete order of 3 mowers that was initially ordered on 4/12 at the price advertised along with the recoupment of the unauthorized amount of $485.95.

  Business Response

  Date: 05/19/2023

  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'm sorry to hear about Price difference on your Order. I can understand the inconvenience caused, I've taken a feedback on the representative as we do not price match an item.
  
  I've shared the details with specialist team. Please review to the email sent on Thursday, April 27, 2023 at 10:08 AM (PDT)
  Further, I see that your bank has requested a dispute to our team for a refund.
  
  Please feel free to contact ** directly by replying to bbb @amazon.com if we can be of further assistance.
  
  Regards,
  
  *****
  Amazon.com
  ***********************************

• 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.

  Amazon banned my account for misuse . I had packages that were stolen when left at my address by neighbors are passing cars on my road. The delivery drivers did not put my packages over my locked gated when left . I have since then routed all of my packages to my parents house or work

  Business Response

  Date: 05/16/2023

  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 16 May, 2023.
  
  Sincerely,
  
  ***************************
  Amazon.com

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19989139
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   My packages were stolen from neighbors.  Its not my fault that i didnt get my packages now all of packages go to my parents house or my work

• 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.

  I foolishly bought a universal tv stand from Amazon. The pkg was supposed to be delivered 4/26. Today is 4/27 and theres still no delivery and no estimated delivery date. I called Amazon and was told Oh, sorry ****, but theres nothing we can do. I asked for a refund at that point and was denied that as well. I then asked for a supervisor, where at that point, a man got on the phone and stated he was a supervisor, he was super rude and he hung up on me completely. I want my merchandise or my money back. **************** at ********************** is non existent.

  Business Response

  Date: 04/29/2023

  Hello,
  
  
  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.
  
  
  
  
  *****
  Amazon.com
  *****************************
  
  

• Initial Complaint

  Date:04/27/2023

  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.

  Amazon is not processing my racism and wrongful customer profiling complaint, which is against corporate governance rules. Amazon is suspending my account for no legitimate reason. I am a loyal Amazon customer for more than 10 years. Some 4 months ago, their account security team has suspended my account for no reason and this has been repeated 5 times till now. Everytime it happens, I need to talk to their customer service agents and have to answer many detailed security questions some of which are not humanly possible to answer.I suspect this is an act of racism and/or wrongful customer profiling, because my name is an Asian name. Amazon couldnt explain me the raitionale why they keep blocking my account.The worst part is Amazon is evading my racism complaint, its service agents doesnt take it!!! Maybe I am right maybe I am wrong, but Amazon is not even willing to investigate the situation.Racist people exist and live among us unfortunately. It is any institution's responsibility to go to the bottom of these charges.I want Amazon to take my racism and wrongful customer profiling complaint and investigating the issue thoroughly. Ultimately, I want the company to cease blicking my account.

  Business Response

  Date: 05/14/2023

  Hello Hakan,
  
  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 apologies for the inconvenience caused with your account suspension.
  
  I've shared the details with specialist team to review and investigate it.
  
  Rest assured, our team has taken necessary actions on your account and I can confirm that the account has been reinstated.
  Following an E-Mail has been shared to your E-Mail address on Tuesday, May 9, 2023 at 11:36 PM (PDT)
  
  Please feel free to contact ** directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  *****
  ***********************************

• Initial Complaint

  Date:04/27/2023

  Type:Sales and Advertising 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 used my payment information unauthorized more than once. The first time I didnt say anything when I was searching products online. Decided not to purchase one of the items and went with something else. 3 hours later Amazon charged my card for the item that I didnt purchase. Another issue is that every time I ordered from Amazon they sent me used products. Lastly, the main reason for my complaint. Is the fact that I first deleted all of my payment information off of the Amazon.com accounts. Then I requested to delete my account and spoke with a representative to insure it was done. And 3 months later Amazon.com decides to charge my card that they no longer had access to or authorization for the charge because I canceled my account. I dont care what anyone says. The people behind Amazon are disgusting.

  Business Response

  Date: 05/06/2023

  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 unauthorized charges that you incurred in your account.
  
  I have checked your account associated with the email address that you provided on your BBB complaint. Unfortunately, I could not find the charges that you mentioned in this account of yours. It appears that your payment card is active in some other Amazon.com account which could belong to any of your family members or authorized users of your payment card. We recommend you to please check on this with your family members.
  
  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.
  
  Regarding Used products - 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.
  
  For account closure - 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 **. 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.
  
  If you are experiencing issues with logging into the account you wish to close, visit the Help page below:
  
  ************************************************************************************
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************

• Initial Complaint

  Date:04/27/2023

  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.

  So I ordered a computer monitor from Amazon, the monitor I received was not the correct model, and it was broken I stated that on my initial report for a refund, yet they are refusing to refund me because it was the incorrect item that was returned. And keep sending emails saying in order to receive a refund, "you need to send back the correct item"

  Business Response

  Date: 04/29/2023

  Hello,
  
  
  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.
  
  
  
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19988556
  
  I am rejecting this response because: in the screenshot I submitted there is clearly the order number 114-9899808-2373859, these are the same tactics they use to delay the process, and ultimately not have to provide a refund.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/03/2023

  Hello,
  
  Thank you for contacting us.
  
  I have fully re-investigated the issue with return on order #***-9899808-2373859.
  
  As we informed you earlier, your return for the order ***-9899808-2373859 contained a heavily used ***** black monitor U2722D) instead of the original **** Ultrasharp U2719DX 27-Inch WQHD 2560x1440 Resolution IPS Monitor with Infinity Edge Bezels, Black.
  
  Our records show that the order was complete and in proper condition, and the correct item was in the package when it left our fulfillment center. In addition, the carrier has confirmed that the parcel was intact and undamaged when it was delivered to you.
  
  As stated in your previous messages, we cannot issue a refund for this order until we receive the correct item.
  
  While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct.
  
  Im sorry for any disappointment caused and appreciate your understanding.
  
  This decision is final. We will likely not respond to further emails about this issue.
  
  Account Specialist
  Amazon.com
  www.amazon.com

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19988556
  
  I am rejecting this response because: the item I received is the same one I sent back. I have no idea what happened, nor is it my responsibility to know what happened to my package during transit. When I opened the box, I immediately realized it was incorrect and included in my initial report that the "incorrect item"was sent to me. So if I understand the response, Amazon as a company is accusing me of being both dishonest and a thief? Is it the customers responsibility to insure a package that is to be received? I would really like to know where the liability stands in this case, and makes me wonder if I should be talking to a lawyer in regards to this, rather than attempt to "resolve" in my own. This indiscretion is damaging to both my personal and business life, and I have since lost my job for not being able to login and use my computer without a monitor, nor a refund, or replacement. The damages so far are approx $2500, not to mention the mental anguish and frustration this has brought to my life. I suggest the following resolution; provide me with a refund in exact amount paid for an item that was not the item I purchased and was returned within the designated return window. Failure to provide a refund is in violation of my conditional right to work and participate in commerce. As well as to be treated fairly and justly. I was also told the item I sent back was destroyed by Amazon, if this is true how was THAT done lawfully without providing customer with reimbursement?
  
  Sincerely,
  
  *******************