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

58,843 total complaints in the last 3 years.
21,963 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:04/24/2023
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.
Amazon.de order #***-3811133-8370735. $ paid: EUR230.98 for the goods, and HK$354 for the return shipping.I ordered 2 of the ESSENTIALE FORTE 400 capsules Liver Detox Cleanse Support Regeneration Treatment sold by B&C shop through Amazon.de on Feb 21. When I received the goods, I noticed the country of manufacture differs from the Amazon page description (******* vs the ones I got say ******). The product also lacks pharmaceutical label or anything that indicates its authenticity, leading me to believe its counterfeit. As such, I initiated a return through my Amazon acct. I paid out of pocket and mailed both boxes back to B&C shop via ********* speedpost on Mar 11. Tracking for your ref: ****************************************************************************************** As seen in the *** update, the pkg has been detained by the customs for inspection for 1+ month, waiting for the addressee to go through customs clearance procedures. *** sent the customs clearance notice w/ detailed instructions to B&C shop on Mar 21. Despite multiple follow-**** B&C doesnt take the necessary actions to clear customs. Yet, they refuse to process my refund bc they claimed they havent received the goods. Theres no way the pkg will arrive in their hands if they refuse to cooperate, which also means I wont be getting my refund until they do so.Ive done everything possible, which is why Im seeking BBBs assistance. Ive contacted CS via Amazon.de live chat trying to have them honor my refund since my order should be covered by the Amazon Pays A-to-Z guarantee, but theyve told me that my refund wont be processed as the seller hasnt received my returned good (I have no control of this if they refuse to take the needed actions on their end!) Im hoping BBB can help me resolve the issue & ask Amazon to expedite my refund. Please let me know what I can do to make this possible.If needed, please reach me by email as I speak very basic English (I speak cantonese). Thx
Business Response
Date: 04/25/2023
Hello,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed the complaint and understand your concern regrading the refund for your order #***-3811133-8370735 placed on Amazon.de.

You'll need to contact our partner site, ************************************, for more information about the order #***-3811133-8370735, as our international websites operate independently. You can contact them directly at: ************************************gp/help/contact-us/general-questions.html

Your patience and understanding are greatly appreciated.

Regards,
Pratap
Customer Answer
Date: 04/26/2023

Complaint: 19974027

I am rejecting this response because:

Hi Pratap, Case Officer at BBB,

Thank you for your prompt reply. Ive contacted Amazon.de numerous times and they have not been helpful at all, which is why Im contacting BBB for help. Im really hoping you will be able to help/intervene or speak with the relevant team at Amazon *******. The customer service reps at ************************* have been giving me bot-like replies; they keep saying that my refund is being put on hold until the seller goes clear customs and receive the package in their hands. However, as I have explained in my last message, Ive done my due diligence as a buyer and what is happening now is out of my hands, but ** getting penalized for it as a victim of receiving suspected counterfeit. The latest reply from the seller is that they wont be able to clear customs as they arent physically operating out of *******, which means there is no way they will ever get the goods (how about my refund?!) They are now even making it my fault - that I should have figured out myself that I shouldnt have mailed it back to ******* - this is complete non-sense! I believe they are the one who provided Amazon with the return instructions, and I was just following the clear instructions given to me - how is it now MY responsibility to reconfirm the address? Please find all of these updated info in the screenshots attached.

Amazon is a reputable company / platform and I would really appreciate you going the extra mile to help me resolve this issue, which has been bothering me for almost two months now. Please help me out - this is my hard earned money that I would really like back.
If theres an organization in ******* like BBB that might be able to help me out, I would also be grateful to be redirected. Thank you.

Sincerely,

***********
Initial Complaint
Date:04/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was hacked and I filed a complaint with amazon who refuses to do anything, I reported issue with my credit card company and when they pull back the charges amazon turns off and disconnects all my devices. This has been an issue since December and Amazon says they will reach out but nothing happens, My account was charged with over $3000 and I am afraid Amazon will again turn off devices when I report to the credit card back. I have uploaded my transaction history from what was bought on my account due to the fraud and would like either Amazon to refund my money or not Turn off my devices after I contact credit card company. I have changed emails and passwords and did all that they asked to secure my account,
Business Response
Date: 05/16/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer along with instructions to dispute unauthorized charges with respective financial institution via email. We sent this information to their registered email address on 5/14.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:04/24/2023
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 have been trying to get Amazon Prime for over a month now. I have talked to their customer service at least 5 times to no effect. They seem to have no clue as to how to help me and they will NOT call me back. I have been scammed three times and I won't try again unless someone from their office calls me. I really like their program, but I will have to cancel my membership if they cannot resolve this issue. Thankyou
Business Response
Date: 04/25/2023
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 Prime memberhsip.

I would request you to please help me with the issue along with the screenshots so that I can help you further.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/25/2023

Complaint: 19973748

I am rejecting this response because: Once again the people who are supposed to figure out how to help me, we called to get their help and all they could do was keep trying to have me login only to go right back to the same login page. Can no one at Amazon help me with this issue?

Sincerely,

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

I've checked and see that you have signed up for Prime on a new account. The other two accounts are on hold. I hope you are able to use the Prime membership now.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/06/2023

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:04/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a filing cabinet off of Amazon which turned out to be a 3rd party seller. The cabinet was terrible, instructions were bad, when it was put together it didn't close properly and it had damages. I requested the seller to refund me and they wouldn't and they would not pay shipping to send back the heavy cabinet. I contacted Amazon and was told not to worry to pay the shipping and send the cabinet back more than once. The shipping cost me $191.26 out of pocket, more then the cabinet itself. I have had to call about 10 times now, have been told several different things. Service is in *****, there is no way to escalate or contact corporate for help. I am still trying to get this refund and have wasted countless hours trying to get the refund I was promised.
Business Response
Date: 04/25/2023
Hello *******,

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

I'm sorry for the issue you had with the cabinet.

I see that a promotional credit for $191.26 was issued to your account by our customer service department and an email was sent regarding the same. I hope the issue has been settled the day you filed the complaint.

We will be happy to help if you need any other help.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:04/24/2023
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 have searched the internet, I have tried to find out how to cancel on their platform, to no avail. Many of these large Corporations are impossible to cancel one's subscriptions. All I want is for them to cancel my subscription. Please Help. The BBB has been so very valuable to me as you Always give great outcome. So Thank you!
Business Response
Date: 04/25/2023
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 request about subscription cancellation. Unfortunately, there was no mention of the subscription details or the order ID of the subscription on your complaint. We're unable to determine the exact subscription what you've referred to and we request you to please help is more information about the subscription.

Moreover, we could not locate your Amazon.com account using this email address that you provided on your BBB complaint.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 05/02/2023
Hi, My old email address was: ********************************, my old phone number was **************.

That is all I have. As last February 2022 I was compromised and had to close all my bank accounts, change my phone number and my email address. This is why I guess they couldnt find me. I have given them this information today also, but have not heard back from them. I know of no passwords or any of that. But if I have to keep them just because I dont recall any passwords that is ridiculous. So I am hoping and praying you will help me with this.

Sincerely,

*************************
Business Response
Date: 05/05/2023
Hello *****,

I'm ***** from Amazon.com. I thank you for taking time in writing to us with more information.

Unfortunately, I was unable to find any information in our database with these details either.

In this case, I'd recommend you to please dispute the charges directly with your bank and it will come to Amazon's attention for further investigation.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:04/24/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to open a case with Amazon. I opened two cases and they said their department will reach out to me and no one has. Theres an Amazon prime account with my credit card but not my name. They have told me multiple times its not my name and because of that reason I cant close the account. Im still being charged for this account even though they have told me multiple times its not my account. No one reaches out to me when I asked to speak to a manager they tell me theres no managers around. The escalation department was supposed to reach out but its been weeks. I have called multiple times and no one seems to help.
Business Response
Date: 04/25/2023
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 understand your card has been charged for Prime membership and its on a different account.

I've gone through the previous correspondence and understand that you have been requested to contact the bank and dispute the charges so that the bank not only helps you resolve the charge issue but also give you a new card which can rule out any future charges.

Apart from this solution, there isn't any other option to help you further on the issue. Bank usually contacts our concerned team through their channels and works with them to resolve your issue.

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: 04/25/2023

Complaint: 19973615

I am rejecting this response because:

I have reached out to Credit one and have spoke to several people there and open a case as well but they said I have to deal with it Amazon since the account is with them and when I talked to Amazon I am not able to close the account because it is not my name but it is my credit card. I dont understand how I would close the account if I have no idea whose name is being used. I am not getting much help.

Sincerely,

*******************************
Initial Complaint
Date:04/24/2023
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 paid 95 for my Amazon prime account. I use it very heavily and I have never refunded any item. They have suspended my account because phones were ordered on my account to ********************** hub where their employee refuse to give them to ** and sent all three back to the buyer. This triggered a high value return in which they claim I violated their return policy, which is not true. They wouldn't issue the phone to ** because we needed ID and we weren't carrying the *** I've tried to explain this several times but no one replies. I would like my account back, I have ordered alot on Amazon and there are some items that are under warranty for example my electric toothbrush I purchased in February.
Business Response
Date: 05/25/2023
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 12 April, 2023 .

Sincerely,

****
Amazon.com
Customer Answer
Date: 06/01/2023

Complaint: 19973539

Hi,

Actually Amazon hasn't gotten back to me all they say it's their right to cancel my account because they found it to be associated with another one but won't tell me what the other one is.

I have no other accounts with Amazon, Ive also paid annually for my prime subscription which they cancelled and won't refund and they say it's due to misuse and refunding items.

The guy at the Amazon hub wouldn't issue the phones and said we can reorder them to the house, and then they closed my account for the amount of refund being too high.

I never received the items and this the refund but they refuse to talk to me. I get a copy paste email that reads like an automatic reply that says we reserve the right to cancel your account and we don't provide details ..

Kind regards
Noor Khawaja
Initial Complaint
Date:04/24/2023
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 would like to file a complaint against Amazon for my Amazon account, which was blocked for associating with another account. I was able to fully understand the situation and understand the reason. They found a link to my friend's account with whom we decided to start a business together on Amazon. We registered two separate accounts with different information. The only thing we had in common was the billing information on the card, since I gave him my card. It was a mistake and I didn't know it would lead to such consequences, which of course I regret now. At this point he replaced the billing address and now we have no shared data. From the evidence that we are not business partners, that we did not intend to do business together we have provided an ********* signed and notarized. This is a rather weighty legal document. But Amazon didn't accept it. They want other documents and cite (business purchase and sale agreement, termination). How can I provide such documents if we didn't even do business together. I don't understand. We weren't even planning to be business partners. We just started a registration together. I described the whole situation in my appeal, attached these documents, but they do not want to remove the blocking from my account. I don't know what to do anymore. It is very important for me to get this business back.Please help convince Amazon that even though I was connected to that account, there is no connection now. I have nothing to do with my friend's business. Please help me!
Business Response
Date: 04/25/2023
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 4/25/2023.
Thanks, Amazon.com
Seller
Performance
Initial Complaint
Date:04/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My amazon account ********************* has been suddenly closed by amazon. They told me the reason was because of too many returns. However, all of my returns were made due to missing orders from amazon deliveries. I have proofs showing that all of the returns that I made are legitimate and I am requesting those returns because I didnt receive the items, not because of defects or other reasons. I hope Amazon can restore my account because I still have lots of gift card balance in my account. I have attached the orders that I returned. Those orders are missing and they never arrived at my address
Business Response
Date: 04/25/2023
Hello,

We need to look into the issue with your account restrictions, and it may take more time than usual to find the best solution.

We will write back in 2 to 3 business days with more information.

Thank you for your understanding.

Account Specialist
Amazon.com
www.amazon.com
Customer Answer
Date: 04/25/2023

Complaint: 19973475

I am rejecting this response because I want my resolution asap.

Sincerely,

Hangfan **
Business Response
Date: 04/28/2023
Hello,

As we informed you earlier, we have closed this account. We took this action because you consistently asked us to issue refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds or replacements to you at this rate.

After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site.

Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Orders on Amazon.com.

Account Specialist
Amazon.com
www.amazon.com
Initial Complaint
Date:04/24/2023
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.
They locked my account down when tried get e gift card for my brother birthday. And that happen on Friday morning then on Friday at **** est time they took over ***** out my account for a subscription I canceled. So I called cause getting shipped to the wrong address and they refused to call *** to have sent to the right adress. I am not going to the access point to pick it up so it will be sent back. One cause didnt authorize the charge or the package. And 2 u wont chnage the shipping address after *** told me to call you
Business Response
Date: 05/07/2023
Hello,

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

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

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

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

Sincerely,

Account Specialist
Amazon.com
******************************

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