Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,773 total complaints in the last 3 years.
21,915 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:04/25/2023
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.
Im an Amazon seller (ID *************** suspended for a mistake made in panic to meet Amazons invoice requirements. No matter what *** appealed with, Amazon says Ive not submitted what was requested. The only thing they ever requested was an explanation, which I provided along with a plan of action! They deny my appeals with replies that offer no path for my reinstatement. I adjusted the quantity on 1 invoice to apply to sell 1 item; I needed to make room in my warehouse (space is very limited). I learned a costly ******* I took time to educate myself & institute company fail safes to prevent this from happening again. The worst part of this is that my mistake also resulted in the suspension of a friends account (ID ***************. She let me live with her during COVID lockdowns, we were both selling on Amazon through our own 100% separate businesses/accounts. But because we are connected through a formerly shared address, Amazon shut down her account for relation to mine. I need help to get her account separated from mine & for a path forward to reinstate my own. No one at Amazon seems to be willing to help either of us.
Business Response
Date: 04/27/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.
Initial Complaint
Date:04/25/2023
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.
Good day;On March 18, 2023 I ordered an espresso machine from Amazon ******. The amount charged to my credit card was $1,904.77. I received the product on March 25 and to my surprise it had a mechanical problem and was not functioning. I called the manufacturer (Delonghi) to find out whether it is something that can be delt with remotely, and was told that it is a production problem and i need to return it to Amazon. I called Amazon customer service to ask for a replacement unit, but they told me that I should return the item and then order a new unit. The agent issued me a return label with *** to Amazon address in Toronro ON. The return process started on March 27. After a week, while still waiting for the refund, I called customer service again and they told me that the refund may take about 30 days to be finalized. Today, April 25, I got an email stating that the refund proccess is complete and the money will be in my account within 7 days. However, the refund amount issued is less than the amount paid by $74.9. I called customer service again to find out why the refund is short of the amount paid, and the agent told me that they charged me for the shipment of the bad unit. I tried to argue that I am an Amazon Prime member, and that the machine was broken without success. When he said that he cannot do anything more, I asked to speak to a supervisor. The supervisor kept saying that they cannot cover the shortpayment, and when I tried to argue and get the reason why he cannot cover the short payment, he just cut of the call.I hope that your good office can support my case. As mentioned, the return was a result of a bad produce. I am a Prime member that entitled for free shipping for and back. I am looking for the full refund of the paid amount which as of today is short by $74.9.Thank you very much in advance.Sincerely,*********************
Business Response
Date: 04/26/2023
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 have reviewed your BBB complaint and I understand your concern regarding the incomplete refund amount for your order of De'Longhi Espresso Machine.

Upon checking the order, I found that the return reason for the return of your De'Longhi Espresso Machine was "No Longer Needed". Whenever this specific reason is chosen for return, our system believes that there is no Fault of Amazon in this return and hence a return shipping fee is deducted.

I've made one time exception to the standard returns policy and issued a refund of CDN $74.90 which will be processed to your original payment card within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:04/25/2023
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.
Hello BBB, We listed against an ASIN at Amazon, B005VGTRNO. Amazon allows sellers to match against existing items when listing their inventory for sale. The owner of the brand filed a complaint with Amazon stating we infringed on their trademark, which is absolutely not true. Amazon policies allow seller to submit invoices when appealing such erroneous complaints. We have sent our invoices to Amazon, yet to date, our listing remains suspended. Having followed Amazons policies, were disappointed that this matter is not yet resolved and hope you are able to assist. Our merchant token is A1IZSD1S6WE00I. Can you please help us with this matter at Amazon?
Business Response
Date: 04/27/2023
Greetings from Amazon Services,

We reviewed this offer B005VGTRNO, and at this moment neither you nor this offer are restricted.

Please proceed and re-list it, if there is an error or a problem, please create a case with Seller/Brand Support.
Customer Answer
Date: 04/27/2023

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:04/25/2023
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.
Hello BBB, We created a bulk food listing at Amazon, consistent with policies. Amazon policies allow sellers to repackage individually wrapped food items, such as candy, into customized packaging. Following the bulk food policy at Amazon, we created 2 ASINs, B0BRYN74ML and B0BRYMFS6T. We purchased the candy from a large distributor, then repackaged into custom 2 pound and 4 pound bags. Again, this is allowed per Amazon policies on bulk food sales. The bulk food sales policy is found in Seller Central here: *******************************************************************************. Unfortunately, the brand owner has filed a complaint, erroneously stating our listings are counterfeit they are not. Complying with Amazons instructions for appeals, we provided invoices to demonstrating the case purchases and supporting our sales volume, yet, continue to be denied reinstatement. There is no legal requirement that sellers purchase inventory directly from brands, especially when using trusted distributors, as we have done. Our merchant token is A1IZSD1S6WE00I. Can you please help ** with this matter at Amazon?
Business Response
Date: 04/27/2023
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 4/27/2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 04/27/2023

Complaint: 19982320

I am rejecting this response because:

They are asking for invoices, which we have already sent them many times! Our invoices show the items are authentic and correct, and per Amazon policy this listing follows the rules for creating bulk food listings. We have attached our invoices here as well.

Sincerely,

*****************
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: 19982320

Thank you for your reply. We submitted the invoices to Amazon, again, as requested. These are the same invoices provided to you previously. We appreciate your assistance with this matter and look forward to an update.

Sincerely,

*****************
Business Response
Date: 05/03/2023
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 5/03/2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 05/04/2023

Complaint: 19982320

I am rejecting this response because:
We have sent invoices multiple times, and even explained in our appeals how we are following the rules for bulk listings. What else should we do, when we have provided everything they asked for and our listing is ************* per Amazon policies!!!

Sincerely,

*****************
Business Response
Date: 05/18/2023

Hello,
We have reviewed this sellers account and reinstated the seller Asins and informed the seller via email on 5/18/2023.
Thanks,
Amazon.com Seller Performance.
Customer Answer
Date: 05/22/2023

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:04/25/2023
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.
Damaged/ Defective Item delivered. Amazon refusing refund after well documented proof provided to them. Amazon replies to emails stating photos with circled documentation don't show signs of damage, however, the device is unusable and leaks gasoline.
Business Response
Date: 04/29/2023
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: *******************. Upon checking the order details, I see that we have issued a full refund of $322.49 on the order. The refund will reflect on your account within 3-5 business days.

You'll also be able to see the refund request here:
***********************************************************************************

I hope this helps. We look forward to seeing you again soon.

Regards,

****************
Amazon.com
*****************************
Initial Complaint
Date:04/25/2023
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.
We filed a claim for units that were lost during the receiving of a shipment to Amazon. Amazon is saying that the shipment was never received despite providing a delivery notification from **** We chose a partnered carrier because Amazon states that if the shipment is lost, they will work with the carrier to get reimbursement but they are not.We have provided proof of delivery but they are denying the claim saying proof of delivery does not mean they received the shipment. We were told we need to provide a drop-off receipt but the only document we have is a delivery notification from *** that shows the shipment was delivered. Because the shipment was older than 120 days *** can no longer provide what Amazon is requesting.If Amazon is saying the shipment was never delivered, the claim would be with the partnered carrier which would be handled by Amazon. I would like them to process the claim through the partnered carrier.
Business Response
Date: 04/26/2023
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 ** with the order number related to your purchase.

If you still need help, please contact ** again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** 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: 04/28/2023

Complaint: 19982180

I am rejecting this response because:
This is an Amazon seller issue and I am referring to an FBA shipment that was received by Amazon. Please forward the information about this complaint to the correct team for further investigation.
Thank you.

Sincerely,

*************************
Business Response
Date: 05/01/2023
Greetings from Amazon,

I understand that the seller is appealing for the missing units from FBA Shipment.

We reviewed cases raised by seller and confirmed the issue for Shipment ID ************.

Upon investigation, we found no carton scans linking to the expected FBA carton labeling (FBA16W3YPL1TU000001, FBA16W3YPL1TU000002) or tracking IDs related to this shipment.

We have completed a thorough investigation into the reported missing units and found no trace of the expected items, nor any similar ASINs or overages within the fulfillment network.

Seller was asked to provide drop off or pick up receipt for the shipment through Case ID *********** for further investigation. As a drop off or pick up receipt was not provided, we are unable to confirm this shipment was given to the partnered carrier nor that it arrived to the fulfillment center.

These units remain ineligible for reimbursement.

Thank you for your time and understanding.
Initial Complaint
Date:04/25/2023
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.
Order Refund Never Received: 112-3635692-6631411 Hi Team,I hope you are doing well and hoping you can help. On Februrary 14th, I purchased a gaming PC but cancelled the order before it arrived as I elected to purchase a PS5 through Amazon instead. Customer support cancelled the delivery and the item was successfully returned to the Amazon warehouse. The team informed in writing on February 16th and 18th that the refund would reflect on my original form of payment within 3-5 business days: "As i can see the item has returned to the seller I have successfully issued refund for $3,264.29 into your original payment method and it will reflect into your account within 3-5 business days."I waited for two more weeks and filed a dispute with my credit card as I hadn't received the payment back. My credit card company ruled in favor of Amazon and rebilled the amount and instructed me to work with Amazon on a refund. However, the Amazon team is no refusing to refund me and I have been charged the full amount while Amazon is in possession of the *** The ticket number is: 386a42a3-b9a8-427f-8808-57419d0e1d77.Any help is appreciated. Thanks,******
Business Response
Date: 06/15/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the order 112-3635692-6631411.We already issued a refund on 05 May, 2023.No further refund is due.
Kindly contact your card issuer for information on the refund.

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

*****
Initial Complaint
Date:04/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order a PlayStation 5, I received a box full of ground and rocks this is unacceptable!!!
Customer Answer
Date: 04/27/2023
I order a PlayStation 5, Amazon Sent me a Box with a Bag Of land and a rock in it. This is unacceptable i need full refund.
Business Response
Date: 04/27/2023
Hello,

Were sorry to hear that you havent received your items from order #***-3554804-6281846.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item hasn't been delivered to you. Shipments/Items that aren't received are inconvenient for you and costly for Amazon.

Based on the outcome of our investigations, we believe the package/item 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 to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us 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 us 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 45 days after the delivery date 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.
Customer Answer
Date: 04/27/2023

Complaint: 19982096

I am rejecting this response because:

I went in person to the police station for this issue and all they told me was that I cannot file a report with them because its not a thief, is something that came from you guys or the driver. so they told me you guys have to resolve this problem without asking for a police report because in this case I did receive the box, but it came with rocks and ground inside. It did not came with what I ordered which it was a PlayStation 5. Please refund my order as they asked me to ask you guys thank you.
Sincerely,

God Love
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'm sorry to hear about the problem you've had with your PlayStation PS5 Console - God of War Ragnark Bundle.

Please return the PlayStation PS5 Console - God of War Ragnark Bundle to us and we'll refund you as soon as possible.

Please click on the following link to be brought to your personalized return label and follow the instructions provided:

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

If clicking on the link doesn't work, please make sure you're signed into the account you used to place the order. Once you're signed in, try clicking it again or copying and pasting it into your browser's address window.

If you don't have a printer, you may want to ask a friend or family member to print this for you. Also, public libraries usually have computers and printers you can use - often free of charge. If you're unable to print the label, please write back to us to let us know:

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

If you haven't opened the package you're returning, it's okay to tape the Return Merchandise Authorization to the outside along with the mailing label.

If you dont have the original packing slip dont worry; packing slips aren't required to make a return.

You can track your return on its way back to us here: *************************************************************
After the carrier has received your item, it can take up to two weeks for us to receive and process your return. See our Returns options for details (**************************************************).

I hope this helps. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 05/02/2023

Complaint: 19982096

I am rejecting this response because:
The problem is I received a bag of rocks and land in the box thats what I return what you guys sent.i need this resolved
Sincerely,

God Love
Business Response
Date: 06/11/2023
Hello,

We have denied the customers request for a refund as customer already raised a chargeback dispute on this order 112-3554804-6281846 and the dispute is now closed in customer's favor. Customer's card issuer should have issued a refund already. Kindly request customer to reach out to their card issuer for more details about this reimbursement.

Sincerely,

******
Amazon.com
Customer Answer
Date: 06/12/2023

Complaint: 19982096

I am rejecting this response because:
I havent received the refund, i also contact my bank and they havent get the refund either. PLEASE be responsible and give me my money back.
Sincerely,

God Love
Initial Complaint
Date:04/25/2023
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.
I am reaching out to get a refund for the cost of shipping items back to the Amazon 3rd party seller - ************* Order # ***-7035036-1798633.Amazon is giving me the runaround after promising to refund the shipping back to my credit card. I have not been refunded my money. I have evidence of Amazons promise of refunding the shipping fees attached to this email. Return Shipping cost - $958.65 The item has already been returned to the seller:Box 1 (Nightstand)UPS Tracking # 1Z069A750331354813 Box 2 (Nightstand)UPS Tracking - 1Z069A750331356517
Business Response
Date: 04/27/2023

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed the the Buyer has received a defective item.
The item was returned to the Seller and the Buyer is requesting a refund for the return charges involved. We have reached out to the concerned department for the refund on return charges and currently awaiting a response. A refund will be processed to the original payment method in 3-5 Business days.
If the order was paid by credit card, it may take several business days for the refund to appear on *****'s credit card account. Buyer needs to check with their issuing bank to confirm that it has been posted. If the order was paid by gift certificate, these funds should be available real time, for use as payment on a future order.
Sincerely,
Customer Answer
Date: 04/27/2023

Complaint: 19981657

I am rejecting this response because:
I have not yet received the refund. Once the funds are received back to my card, then the matter will be considered as resolved.

Sincerely,

***************************
Business Response
Date: 05/07/2023
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 about the return shipping fee that you incurred to return your order to third party seller.

I have checked your account and found that a refund of USD ****** was already issued on April 27, 2023 to your **** *******. We request you to please reach out to your bank and request their assistance to locate this credit.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/09/2023

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:04/25/2023
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.
Hello,My Amazon.ca account was put on hold. I have submitted billing documents to verify the account 5 times now, but my account is still on hold. This is the billing statement from my bank. This has been an ongoing issue for 5 months now. Please reinstate my account so that I can access my digital contents.
Business Response
Date: 05/08/2023
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 02/17/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 05/09/2023

Complaint: 19981606

I am rejecting this response because: I cannot access the digital content I paid for. They told me I still have access to my kindle content.

Sincerely,

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

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