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

59,539 total complaints in the last 3 years.
21,483 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: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 no: ORDER # ***-1496753-6981854 date of transaction: 8/25/2022 date product was returned: 09/12/2022 I have been waiting for a refund since August 2022... I'm missing > $400 due to some technical error Amazon has in their system... first I had to open a dispute with ************** as Amazon did not want to allow a refund for a product that was returnable when I bought it (a day earlier). Finally when Amazon responded to me they requested to cancel the dispute and I was allowed to return the product. It was on September 12th 2022.... Since then, I exchanged a number of emails with standard amazon support as well as with "amazon executive relations" and I was promised the refund will be processed as soon as they see the cancellation of the dispute in their system.... we are now in April 2023 and I still don't have my money . The last email I received from "Amazon Support" was beyond any level of customer service. I was basically told by ******************* that I will not be getting any response from them anymore because of the fact they cannot help me... exact words:"..Im sorry for any disappointment caused and appreciate your understanding. While we won't be able to provide any additional insight on this matter, please know we truly care about your experience with us..." I was so shocked by the arrogance of this email I don't know how to respond. It's been 8 months and I don't know where my money are. I dont have the product and no one from Amazon cares to communicate with me on this topic...
Business Response
Date: 05/26/2023
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 have requested a refund for USD ****** to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this 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 recently bought a renewed phone from Amazon and the third party seller, ELECTRONIC DEALS (Amazon Alias) / SV Trading of ** **** ******** name), is a known scammer from previous BBB reviews and ****** reviews. If you look at the reviews, you will find that they sell defective devices listed under the best condition and when you return the phone, they either claim it wasnt delivered, the return was an empty box, or try to delay past the return period. There are also these complaints on their Amazon storefront page reviews, but they also have a lot of fake 5-star reviews which balances their overall score out. They did the same thing with meclaiming that they received a return with nothing inside the box. Fortunately, I was able to record everything and *** tracking provides a package weight which indicates the box wasnt empty, otherwise I would have been like the many other people who have been scammed with no proof. Amazon has still not refunded me the money despite this. Amazons customer service has declined significantly, most of the customer support is outsourced to countries like ***** (even their agents resolving BBB complaints are too) and they no longer protect the buyer like they used to. They do not verify if third party sellers are fraudulent like this company here. If you are looking to make a return at Amazon, make sure to record everything since there are many incidences of sellers lying about the condition of returns recently. I would recommend anyone using Amazon to switch to a different service with better buyer protection like ***** since their change of policy from focusing on the customer to focusing on profit, sellers are now abusing the system to scam customers. Whichever Amazon rep is reading this, refund my money and ban this seller from selling on Amazon. They are already banned on sites like ******* and *****
Business Response
Date: 04/26/2023
Hello Ruiyin,

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 negative experience you've had with the Apple iPhone 14 Plus purchased from third party seller "ELECTRONIC DEALS".

I've checked your order and found an A-Z guarantee claim was already raised and a full refund of $747.79 was processed for your order.

Regarding your feedback on the seller, I've forwarded the details you sent us to our Investigations team. We investigate each report received and take appropriate action. However, we won't be able to release the outcome of the investigation.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 05/03/2023

Complaint: 19983260

I am rejecting this response because:

A refund was given but they are still telling me to return the item I already returned, which is proven by the *** tracking. The seller is still scamming people on Amazon too by sending defective products, shown by the recent seller reviews.
Business Response
Date: 05/06/2023
Regarding your feedback on the seller, I've forwarded the details you sent us to our Investigations team. We investigate each report received and take appropriate action. However, we won't be able to release the outcome of the investigation.
Customer Answer
Date: 05/08/2023
THE PROBLEM is that Amazon is still telling me to return an item I already returned. I won the A-Z guarantee claim but it was canceled right after since I was given a pre-return refund. Now theyre going to recharge me after the return period for not returning even though *** tracking, package weight, and buyer/seller messages proves it was returned.
I did not even know Amazon renewed devices were sold by third party sellers because all it said was Amazon renewed store where the seller name is typically at. It was also labeled Amazon renewed guarantee suggesting that these devices are verified to be in the condition they are marked in. The reviews on the refurbished product page are also for ALL sellers combined, not just for the device being sold. Insane how a company the size of Amazon can mislead customers by not separating scammers and legitimate third party sellers.
I need the *** guarantee claim to be enforced and be given an FULL REFUND that does not tell me to return an item I already returned, not a pre-return refund that you give to people who havent returned their items yet. Are you going to solve this problem ***** or keep repeating off your script? Didnt want to file a FTC claim but might have to.
Business Response
Date: 05/27/2023
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 negative experience you've had with the Apple iPhone 14 Plus purchased from third party seller "ELECTRONIC DEALS".

I've checked your order and found an A-Z guarantee claim was already raised and a full refund of $747.79 was processed for your order.

Regarding your feedback on the seller, I've forwarded the details you sent us to our Investigations team. We investigate each report received and take appropriate action. However, we won't be able to release the outcome of the investigation.
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.
Amazon has prevented ( Banned ) me from writing reviews and asking questions in regards to products sold and bought on Amazon.com. Numerous attempts thru the community, emails and phone calls have gotton no response. Would like my writting reviews and asking questions on products privilege be restored.
Business Response
Date: 05/09/2023
Hello,
Thank you for contacting us about your reviews. We apologize for any inconvenience this may have caused.

After reviewing the account once again, we have restored this account's previously contributed reviews and the ability to contribute reviews, comments, customer questions and answers, and other content. It may take up to 24 hours for reviews to reappear.

Amazon Review Moderation team
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.
I am *********************. I have an account on ******************** and properly operate them, then Amazon requested a virtual identity verification to confirm our seller account ownership. But last 3 June 2022 I received a new notification that I failed the video verification process. I answered the Amazon representative to the best of my knowledge and submitted the required documentation they requested, which I strongly believe is that my new deactivation notice is an error. From the start of my business, my team and I can guarantee that we have always been abiding by the policies and guidelines of the Marketplace. We are asking your office to help ** negotiate with Amazon to reactivate our account to continue selling on the platform because this is my only way of generating income. I hope that you can back up my business to reach out to Amazon and persuade them to give ** another chance to be part of the Amazon marketplace again. Thank you for the time to read my request!Sincerely yours, ********************* ******************
Business Response
Date: 05/22/2023
The seller has failed IPI and has been notified about it. The account does not fit a reinstatement.
Thanks!
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 bought over 40k gift cards on Amazon in the past 4 years and sent them to my clients and friends for their birthdays or holidays. But I just found out that over 4k gift cards are not even being claimed back to 2019-2021 due to things they did not like or forgetfulness. Since I did not get any email notification for it from Amazon which I was supposed to have it. When I called countless times with amazon custom service and was told the gift cards have expiration dates and can not be claimed after 1 year or something. IT is not right since on Amazon website there showing all the gift cards either amazon or ********* they are never expiration whatever. I had every right to know if my clients or friends did not like ********* or Amazon if they did not claim it after receiving it although they were very happy and said thanks for my gift cards all the time. But they did not claim it and the amazon did not let me know about it.There is no clue on my end to find it out and there is not showing being claimed or something like that. All I can see is sent.The customer service on the phone said it is 12 months expiration for claim or refund but the Amazon website showing nothing about it. The guys who come back by email said it is 30-60days for claim the gift cards. So right now I did not know how many gifts card were not claimed since I am cluelessly from my end.All I can see is sent and received. They delete most of my amazon order for 2023 since I called a few times to complain about those unclaimed gift cards.And also the Amazon customer ******************** phone block my phone number which associated with my Amazon account. I believe this is unethical business practice and I am waiting for the right solution for it ASAP.
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.

In continuation to our previous correspondence, I have reached out to our internal Gift Cards team and see that they have submitted a report with the below response:

The Gift cards you have mentioned in the document contains email branded gift cards and Physical branded gift card from 2019 and 2020.

The option to resend or refund unused Branded Gift Cards is available within the first 30/60 days. Since it is outside of this window, no further action can be taken.

Here's a link to our Contact Us page:
***********************************************************************

We are looking forward to see you again.

Regards,

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

Customer Answer
Date: 05/01/2023

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.
I am wondering what is the answer those questions regarding those unclaimed gift cards/delete my order/cancel my orders/scammer calling me pretend they are Amazon and scammed on 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.
I ordered 2 items on April 24, 2023. I received one item and the other says it was delivered and it has a picture of it in front of the door to my home but it was not there when i came home I spoke to amazon about this and there refusing to refund my money. This was what i Odered that says delivered but was not here ( HTU Phone Mount for Car [2023 ******************Grade Super Suction] Universal Car Phone Holder Mount for Car Dashboard ) yes there is a picture of a item in front my house door again when i came home it was not there. The man i spoke to from amazon Mr ********************* said that they can refund my money.. Now I am on disability so my money is not to give away please help me this was the ordered number to the two products ORDER # ***-4236908-3364263
Business Response
Date: 04/26/2023
Hello,

Were sorry to hear that you havent received your item(s) from order #***-4236908-3364263.
Based on the results of our investigation, we aren't able to provide a REPLACEMENT/REFUND for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.
Customer Answer
Date: 04/27/2023

Complaint: 19983010

I am rejecting this response because:

Sincerely,

**************************; I need my money refunded back too me i am not responsible for something that i dont have and may have been stolen.. My income is on SSD.. your taking my money and making me pay for something i didnt get
Initial Complaint
Date:04/25/2023
Type:Billing 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 ***************. I have an Amazon Seller account and have been operating and selling at Amazon Marketplace but got suspended last 30 March 2022, due to a failed seller verification process. I want to give your office an overview of my account status to help you understand my dispute and hopefully help me negotiate with Amazon to reactivate my account because I still have withheld funds amounting to thirteen thousand, five hundred ten, and sixty-five cents ($13,510.65) that needed to be withdrawn as soon as possible.I have recently taken over this seller's account management and ownership and acquired all the needed documentation from the previous owner. I started to update ALL the seller information, including changing the seller account email address, which caused Amazon to review my account and requested me to undergo a Seller Identity Verification. Unfortunately, I am still denied in spite of answering ALL the Amazon representatives questions truthfully and to the best of my knowledge and providing their requested documentation afterward.I am humbly asking your good office to help me negotiate with Amazon to reactivate my account and withdraw my funds amounting to $13,510.65. Please know that I only sell on Amazon Marketplace, and this is my only source of income. That is why I really need to resolve this issue as soon as possible. I want to confirm that my team has always been abiding by the policies and guidelines of the Marketplace. Thank you for the time to read my request. I hope that you can assist me in this matter. Good day.Sincerely yours, *************** *****************************
Business Response
Date: 04/27/2023
Dear seller,
Thank you for contacting us regarding account reinstatement.
At this time, I was unable to locate any seller accounts using the email address from which you have written,*****************************.
For security reasons please know that I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please ensure that all future contacts are sent from the email address used to register the seller account.
If the issue is still unresolved for your Seller account, you will need to send a new email to Amazon from the email address used to register the seller account.

Customer Answer
Date: 04/28/2023

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: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.
This complaint is related to Order# ***-2089051-0533807. Amazon has lost my package and multiple representatives have refused to take any responsibility.Amazon delivery status states that the item was handed directly to a receptionist or someone at a front desk. Signed by: ******* However, this cannot possibly be true because my building does not have a doorman. This means that Amazon delivery staff either delivered to the wrong building or falsified the proof of delivery. I have wasted days waiting and spoken to 5 or 6 different Amazon representatives but they all deflect blame, stating that Amazon is no longer responsible for packages after they are passed on to the carrier. However, the carrier in this case was Amazon itself, so shifting responsibility to the carrier is absurd and makes no difference. None of the representatives are willing or able to do anything because some internal team, possibly buyer risk investigations, appears to have put some kind of flag on the order or the entire account.---In the past, whenever there were issues with an order, customer service representatives would generally issue refunds. However, it recently became apparent that representatives were marking my packages as lost even when the reason for refund had nothing to do with items being lost and that *** never reported as lost. This may also have something to do with why my account got flagged - it may seem like items shipped to me are constantly being lost, which is simply not true. I get plenty of deliveries and most of them without any issues.The item in question is not expensive but as a long-time Amazon customer and former employee, it is important for me for Amazon to make this right. Take responsibility for your misdelivered package, refund it, and clear my account of any erroneous information or flags.
Business Response
Date: 04/27/2023
Hello,

Were sorry to hear that you havent received your item(s) from order #***-2089051-0533807.

Based on the results of our investigation, we aren't able to provide a refund for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.
Customer Answer
Date: 04/27/2023

Complaint: 19982937

I am rejecting this response because: Amazon has sent me the same boilerplate response they have provided before and Im not sure if they even read what I wrote. I refuted their claims with specific facts and it is unfortunate they could not even dignify it with a proper response, only doing this copy/paste job. Instead of repeatedly parroting back some rigid standard operating procedures, Amazon needs to escalate this issue to a business team that can actually make decisions and establish the real facts.
Initial Complaint
Date:04/25/2023
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.
Today 4/25/2023 at 815 pm. I am now on my second call with Amazon. The first call, the girl refused to help me. I had Amazon call me from my account and the girl kept saying she needed to verify me. She forced me to give my name multiple times stating it wasn't right. Forced me to give my email. And phone numerously times. She kept saying that she needed to verify but wouldn't tell me what else was needed. It's like she was getting her rocks off with the power trip of contoling me and refusing to help me and ******* me off to the point that I was swearing at her over the phone. I did call back a second time. The next rep was able to pull me up, no problem.
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've reviewed your email and completely understand your disappointment regarding the experience you've had with our CS team. 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.

I've right away forwarded this issue to the appropriate supervisory personnel so that all coaching and retraining needs will be addressed. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

Most questions are answered in Your Account ***********************/your-account) or in our Help pages (www.amazon.com/help). If you do need to contact us in the future, here's a link to our Contact Us page:

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

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

Regards,

****************
Amazon.com
*****************************
Initial Complaint
Date:04/25/2023
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.
I ordered at Amazon 4 Items and I never recived them.This is the order # Order date Oct 30, 2022 Order #***-6222918-8120211 Order total $69.60 (4 items)Shipment details Standard Shipping Shipped Nov 22, 2022 - Dec 14, 2022 4 **** Inch Heavy Duty Plant Caddie with Wheels,Rolling Plant Stand Pot...$16.00 Qty: 4 Sold By: Jshoop Your Amazon.com order #***-6222918-8120211 has shipped.Never got my money back.Amazon told me I am out of refunding time limit. Please halp me to get my money back. Thank you!
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 you did not receive your order of 4 x **** Inch Heavy Duty Plant Caddie.

Upon checking your order, I've found it was sold and fulfilled by a third party seller on Amazon.com namely "Jshoop". I've submitted an A-to-z Guarantee request on your behalf.

Processing should complete within one week of the date the request was submitted. If approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase. You can see the most current status of your request at the following link:

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

Information about A-to-z Guarantee requests, including processing times, can be found here:

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

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/10/2023

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,

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

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