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

59,536 total complaints in the last 3 years.
21,507 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: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
******************************
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.
Dear Amazon Account Specialist,I am writing to you as the owner of PRESTIGE COLLECTION LLC, a business that has heavily relied on Amazon Business for its operations. My name is ***********************************, and I can be reached at **************************** We have been loyal Amazon customers for years, spending hundreds of thousands of dollars annually on your platform.Recently, our Amazon Business account was inadvertently downgraded to a personal account, and we have been trying to reinstate our Amazon Business Prime membership. However, we received an email stating that our registration could not be processed due to a connection with another Amazon Business account that was closed by Amazon. We were not provided with any further information or explanation.We understand that Amazon has a proprietary nature, but we believe this decision is unjust and has been made in error. The lack of transparency and the inability to discuss the situation with your support team is extremely concerning and frustrating.Our business depends on the services provided by Amazon Business, and this sudden change has disrupted our operations, potentially leading to significant losses. We demand an immediate and thorough review of our account and request that our Amazon Business account be reinstated as soon as possible.We also kindly ask you to provide a clear explanation of the reasons behind the closure of the related account and to share any necessary steps or actions we need to take in order to resolve this issue.We appreciate your attention to this urgent matter and expect a prompt response. If you require any additional information or documentation to facilitate the review process, please do not hesitate to contact me at ****************************Thank you for your cooperation and understanding.Sincerely,*********************************** Owner, PRESTIGE COLLECTION LLC Email: ***************************
Business Response
Date: 04/29/2023
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 regarding the reinstatement of your Amazon business account.

I've escalated this issue to the appropriate team and received an update from them stating that your business account can't be reinstated. However, you can still use this account to make purchases on Amazon.

Thank you for your patience and understanding.

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

Regards,
Pratap
Initial Complaint
Date:04/24/2023
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.
Ordered was cancelled by the manufacturer 4/13/23 refund was processed on 4/18/23 I was told by ****** but I do not see the refund on my account as of 4/24/24 also I did not get an email my tablet was in the shop but no emails on other devices
Business Response
Date: 04/25/2023
Hello Walteretta,

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 your order was canceled and authorization has been canceled from our end. I would request you to please check with the ************** so that they can help you further. Please contact Synchrony Bank's Amazon Store ********************* at ************** or via chat at *****************************************; click on the Chat for Help logo on the top right corner (24 hours a day, 7 days a week).

If you don't have your card number, just say "I don't have it" or something similar to reach an agent.

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: 04/26/2023

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, But have another complaint. Poor **************** What it mounts to. Thanks BBB

***********************************
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 am trying to access my account but for some unknown reason Amazon locked this account. The account email is ************************ I am trying to access my account to view my purchase history. I want to know when I purchased an Aisin water pump. I am updating the service history for one of my cars and Im positive that I purchased the Aisin Water Pump from Amazon. I will include my ID so you can verify its my account.
Business Response
Date: 05/07/2023
Hello *************************************,

I'm Arun 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 the complaint and understand your concern regarding the Account access.

I've checked and see that your Account has been reinstated.

You should be able to access your Account now.

Regards,
Arun

Amazon.com
*****************************
Initial Complaint
Date:04/23/2023
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.
I am being discriminated against by amazon . A female that I know of was treated with helpful solution and I was denied helpful solution for same exact issue. I need to speak to some one that speaks very good english because the ****** reps started using a very heavy accent when they wanted to brush me off.
Business Response
Date: 04/24/2023
Hello,
Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. 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.

It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

I've forwarded your message along to the appropriate supervisory department for their consideration.
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 us 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.

Customer Answer
Date: 04/26/2023

Complaint: 19973062

I am rejecting this response because: I am requesting a phone call to resolve. ORDER NO.114-0624314-7440214 Phone calls took place on 3/28/23 7:49pm est - 4/8/23 9:33pm est - 4/13/23 7:35pm est - 4/19/23 4:18pm est - 4/19/23 8:38pm est and 4/23/23 9:05pm est . I attempted to politely ask for the same solution that I know for a fact was given to another amazon customer for same exact issue I experienced but I was discriminated against. I can be reached at ************ after 5pm est daily and weekends. I work during the day so dont try to call during early morning and day just to claim you tried. Call me after 5pm est.

Sincerely,

*****************************
Customer Answer
Date: 04/28/2023
I am requesting a phone call to resolve. ORDER NO.114-0624314-7440214 Phone calls took place on 3/28/23 7:49pm est - 4/8/23 9:33pm est - 4/13/23 7:35pm est - 4/19/23 4:18pm est - 4/19/23 8:38pm est and 4/23/23 9:05pm est . I attempted to politely ask for the same solution that I know for a fact was given to another amazon customer for same exact issue I experienced but I was discriminated against. I can be reached at ************ after 5pm est daily and weekends. I work during the day so dont try to call during early morning and day just to claim you tried. Call me after 5pm est.

Sincerely,

*****************************
Business Response
Date: 05/02/2023
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 Alpha Heater Plug In Order ID: *******************. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. 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.

It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

Unfortunately, we are unable to perform outbound phone calls for BBB complaint support. If you wish to speak to ** on phone, kindly contact ** via phone on our regular customer service channels and request for a supervisor.

Your order was sold and fulfilled by a third party seller. We recommend you to contact seller and in case if they're not helpful, you may want to file an *** guarantee claim on your order.

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

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

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:04/23/2023
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 purchase Bose wireless ear buds. When they were delivered they damaged. Reached out amazon customer service to get a return label. In the instructions I was to take them to a amazon hub drop off location. I dropped the package off and received a information email that they receive the package. It's been over 30 days and I have not yet received the credit. I've called customer service a few times about this matter. Each time I was told something different.
Business Response
Date: 04/24/2023
Hello *******,

I'm Sandhya 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 complaint details and I'm sorry to know that you haven't received refund for your return.

Upon checking with our internal team, our team requires some basic information to investigate with your return. Our team typically respond in about 1-2 business days.

Please reply to the email which you have received from our team on April 24, 2023.

Hope your issue resolves soon. We appreciate your patience and understanding in this regard.

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

Regards,

Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:04/23/2023
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 placed an order on Amazon.ca and hours later I received an email saying my account has been placed on temporarily hold and to submit billing statement. I submitted the billing statement, and my account was reinstated a day later. However, when I tried to re-order again, my account was put on hold again. I submitted my billing statement and a picture of my credit card. My account is still on hold a week later. I have called and agents told me I would hear back from a specialist but no response from them. I just want my account to be fully reinstated so that I can order. Attached is a screenshot showing that my account should be reinstated.
Business Response
Date: 05/07/2023
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 **********.

Sincerely,
Amazon.com
Initial Complaint
Date:04/23/2023
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 "Medela Breast Pump | Swing ********************* from Amazon.ca having order number 702-4157269-0490664 which is sold and ship by Amazon. I tried to return this item by contacting their customer service team as no open to initiate online return was available.As per amazon website an unopen and unused and factory sealed item can be return without any charges (refer below link). However, Amazon customer team is not allowing return and refund of this item despite meeting the return criteria listed below and in the below link as it posed no health or safety issue being unopen.(*****************************************************************************************************************************************************************************)"Returning Breast Pumps Amazon.ca and most sellers accept returns of unused breast pumps that are in their original condition with the factory seal and packaging intact.Breast pumps purchased from Amazon.ca are easily returned within 45 days of delivery of shipment via the *************** Breast pumps purchased from a seller are easily returned within 30 days of delivery. Returns should be in new and unopened condition. You won't be charged return shipping costs for your return."Additionally, Considering this item is unopen and factory sealed condition is also returnable as per manufacturer "Medela" website (****************************************) "What is an eligible item?To be eligible for return, the item must be received by Medela ****** in its original condition (unopened, unmarked and in saleable condition) within 14 days of the receipt of your purchase"Therefore, I request Amazon team to allow return of this item and refund it to my original payment method.Thanks ******
Business Response
Date: 04/24/2023
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 your Medela Breast Pump | Swing ******************** | Portable Breast Pump | USB-C Rechargeable | Bluetooth | Closed System arrived damaged. Since this item is classified as non-returnable, we require photo evidence of the item's condition before we issue a refund or create a replacement order.

We ask that you must submit a picture of the item that is damaged along with a piece of paper (handwritten or typed) containing the Amazon account holder's name and a date on or after April 24. The information must be visible in one photo.

Once you have taken the above photo, please reply to this e-mail with the Order ID ********************* and attach the photo in a .jpg or .pdf file format.

Your photo must be submitted before May 9, 2023 to be considered for review. Once we receive your photo, we typically respond within 3 days with the appropriate action that has to be taken on the order.

Please note the e-mail has to come from the email address belonging to the account that made this order.

Thank you for your understanding.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 04/25/2023

Complaint: 19972661

I am going to share picture of damage package however, I am unable to understand if amazon return policy (refer Returning Breast Pumps on *****************************************************************************************************************************************************************************) allows that breast pump is can return if unused and factory sealed breast and nothing is available on website to say otherwise why Amazon team is specifying it as non returnable item. If this policy has changed recently in that case Amazon should honour the policy share to consumer at the time of buying as all other retailer and manufacturer allows unused and sealed pump. Therefore, I expect amazon team to allow return and refund of this item without any further delay.

Sincerely,

*********************
Initial Complaint
Date:04/23/2023
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 used guitar from Amazon on 03/02/2023 for $780.12 after tax, out of which $631.22 was charged on my **************** credit card and remaining $148.90 on my Amazon gift card balance. The guitar arrived very poorly packed and with a crack on the headstock (PFA picture). So I dropped the guitar at an *** store (pfa receipt picture and note the weight of **** lbs consistent with the weight of the guitar). After couple of weeks I still had not received refund so I called Amazon and asked about the refund, I was told that Amazon received a different item, not the guitar I sent, if I remember correctly, I think I was told they received a baby gate which I thought was absurd. So I had to file a dispute with my credit card company who gave me the $631 back, but Amazon never refunded me and I lost the $148 gift card balance. I called back again yesterday but I get tossed around reps after reps with no resolution.
Business Response
Date: 05/24/2023
Hello,
We are currently working with your card issuer to resolve this dispute.Card issuers usually resolve chargeback disputes within 30 days, but sometimes it can take longer. If you need more information or wish to cancel any disputes, please contact your card issuer.
Sincerely,
********
Amazon.com
==========

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