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

58,593 total complaints in the last 3 years.
21,982 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:04/21/2023
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 is withholding a refund on two separate orders although the items are in their possession. Amazon installment plans allow amazon to deduct payment for items that were returned to Amazon.They claim they don't the items. But *** returned the items to them.1 Amazon has refused to issue a refund within 30 days for an item that I returned to them. *** states that the item was returned to Amazon. It is not lost. I returned the item on 3/20/2023. Amazon has refused to refund me by today, 4/21/2023.2 Amazon continues to deduct installment payments for this item even though it is not in my possession and they have it.the item is SAFAVIEH Soho Collection 8'3" x 11' Rust color and the order # is ***-4955093-5605832.After the 30 day maximum delay for a refund passed, Amazon made me file paperwork to request a refund. Amazon is creating punitive measures to withhold refund . The *** store launched an inquiry for me- the rug has been stashed in an Amazon warehouse in ******* ************ all this time. Its not lost and it is not with ***.Order #***-2267780-6857032 The Item never was never delivered to me instead it was rerouted to Amazon. Amazon is blaming *** for not returning the item. This 2nd incident of withholding my refund for an item that is not in my possession looks like deliberate Amazon tactic to make returns impossible.Amazon is a sophisticated company and a glitch like this is not credible This incident is deliberate withholding of my refund AND its PUNITIVE that Amazon charged me an auto payment on 5/8 although the rug had not been in my possession since 3/20- that payment occurred EIGHTEEN days after I sent back their rug.
Business Response
Date: 05/03/2023
Refund for New Cat Condos 6' Cat House Tower $180.51 was issued onApril 27, 2023
Refund for SAFAVIEH Soho Collection $542.46 was issued on April 21, 2023
Initial Complaint
Date:04/21/2023
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 made a return to Amazon in the beginning of February. The product was from a 3rd party seller on Amazon and they were unable to refund my returned purchase so they suggested that I work through Amazon to get my refund. I spoke with an associate over the phone in February and requested a refund check be issued. The associate advised that refund checks can take up to 4 weeks to come in the mail. I waited 4-5 weeks and never received my check. When I reached out to Amazon I was informed that no check was issued and I had to restart the process again. This follow up process proceeded over the next 2 months where I would speak with an associate and someone in Amazon leadership where they would inform me that my situation was escalated on their side and I would hear from someone in their back office within 24-48hrs. I never received any follow up communication. Whenever I follow up I am told a different story about the internal process and my refund continues to be delayed. I have not received my $360.39 refund check and no one has taken ownership to rectify the situation and ensure that I receive my money back. I have a copy of several online chats and phone call confirmations as well.
Business Response
Date: 04/23/2023
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: 04/23/2023

Complaint: 19966807

I am rejecting this response because:
They have full record of my continued outstanding refund situation and, according to their supervisor team, several tickets have been submitted regarding this request. Unfortunately, no one at Amazon has actually done anything with my issue. They can easily look the order in question under my name but since they require it for further assistance, it is 111-6140019-5619406. I will also note that my continued request is for a paper check and not an Amazon gift card credit and certainly not an attempt to credit my credit card as that has been deactivated and is the whole reason why I am in this situation.

Sincerely,

*******************************
Business Response
Date: 05/23/2023
Hello,
We have reviewed information provided and unable to assist customer since payment method on profile is invalid
We would require customer to update their ********************** customer profile with valid card to refund.
Customer Answer
Date: 05/24/2023

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:04/21/2023
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 Seller ******** ****'s ********* has been deactivated by Amazon because they say I am linked to another account they deemed fraudulent, the day before I was supposed to be paid by them. I have emailed them my personal emails that I have gotten from amazon to show proof that I only have the one account and that I am not related to said account at all and that if I were to open another account, I would have to go through an additional screening process where you have to live video chat with an Amazon worker to be identified. They did not even read my email or look at the content I submitted. I know this because I received the same generic email I got before, saying they needed more information from me to reactivate my account and one of the Amazon Account Health representatives said they never look at what anyone submits and that they have their computer automatically reject the submission. I am afraid that Amazon did this so that they would not have to pay me what I am owed and just keep the funds for themselves. I have researched what I could do to fix this issue, and sadly this has happened to many Amazon Sellers where their accounts will be fraudulently deactivated and have not just their money, but our personal ASIN'S and UPC numbers for our products essentially STOLEN by Amazon and other Amazon Seller Accounts. Amazon claims that they put their Sellers first, but this just shows they want to use them and steal from them.I would like this problem to be fixed by Reactivating my account with the total amount of funds, $5,239 remaining inside the account. I have received no customer complaints regarding my products at all and had many buyers return to my store and Amazon has ruined that for me. Thank you BBB for your help on this matter and I hope to hear back with good news soon.
Business Response
Date: 04/24/2023
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 04/24/2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 04/25/2023

Complaint: 19966628

I am rejecting this response because:
There is no information on the corrective actions necessary to reactivate my seller account. All previous emails, like the one attached, are the same generic computerized emails they keep sending asking for documentation but do not specify what documentation is needed. I have sent them all my emails I have received from them regarding the ONLY seller account I have and it is still not good enough. They emailed me the same email again after they responded to BBB saying they had already messaged me, which they didn't until later that morning. They just said they emailed me and sent the same generic email so that BBB would think they are trying to resolve things, but they aren't. They have never read any messages or emails I have sent, Amazon relies on their AI to reject any responses I send, with the only evidence I have. They are being allowed to force small businesses to shut down and not pay them and passing it off as if they are helping limit the fraudulent activity on amazon when in fact they are stealing. As of today, April 25, 2023, I have submitted 3 different times, as well as called multiple times, and have gotten no information or help on how to reactivate my account and have my products reposted to my account with my personal ASIN's they let these other Generic stores steal from others such as myself. They have not messaged me whatsoever until you reached out to them and even then, there is still no actually person emailing me on what my next steps are. Like I said before, their platform is not to help people, it is to steal from and hurt people. I would like them to know that I will not stop fighting for my store that has been fraudulently deactivated and the funds of $5239 that they are attempting to steal from me, and if BBB is not able to help me, I may just have to go to court because Amazon is taking advantage of good. hardworking people and this needs to stop now.

Sincerely,

********************
Business Response
Date: 04/28/2023
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 April 28, 2023.
Thanks,
Amazon.com Seller
Performance
Customer Answer
Date: 04/28/2023

Complaint: 19966628

I am rejecting this response because:
They have sent me the same computerized generic email over and over again. An actual physical person needs to email me because I have sent the only documentation I have and they wont tell me what it is they actually need. Theyre just having fun playing cat and mouse with my account. Again, an actual person needs to message me and tell me in detail what it is they want.

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 May 3, 2023.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:04/21/2023
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 was wrongly billed for 2 services for Kindle. $9.99 each for March and April. I do not use kindle.Representative ****** says he sees these are not my charges but will not credit my account because they cannot verify the account to which should be billed.This appears to be a monthly fee.
Business Response
Date: 04/23/2023
Hello ****,

I am Srujan 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 understand that you were charged for two monthly charges for our Kindly Unlimited Subscription on your account and want to get them refunded . I'm sorry for the inconvenience caused with this.

I was able to find the charge on another customers account but, for security purposes, I am unable to share the details with you. As you do not recognize this charge, please dispute the charge with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

If you have concerns regarding your account security, the best action you can take is to choose a strong password for your account or enable Two-Step Verification, a feature that adds an extra layer of security by asking you to enter a unique security code in addition to your password.

To sign up for Two-Step Verification, follow the steps from this Help page: ************************************************************************************.

For more information on choosing a strong password, please review the following Help page:
***************************************************************************

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Initial Complaint
Date:04/21/2023
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.
Amazon recently made an error and locked my account over 1 month ago, due to what their system terms as "suspicious activity". In the process of this, they have locked me out of my Prime Membership which I have paid for, they have charged me for orders that I have not received, they have locked me out of my digital movies, tv shows, games, and books that I have paid for over the past 10+ years, totaling approximately $1000.00 plus. I also have physical items that I have paid for, which Amazon sent damaged, and I have no way to remedy since I am locked out of the account. Every time I try to log in, I am asked to reset my password or call Amazon. The password reset fails each time. Every time I call Amazon, I am told someone will contact me in ***** hours to fix this issue and it never happens. I am never contacted and this has been going on for approximately 5-6 weeks. I am continually told that the *********************** will send me an email asking me to verify my payment and other account information but the email is never sent. The telephone representatives say they have no power to fix account issues, and the supervisors have told me the same. I have had more than 15 discussions, with representatives over this issue and none have any power to fix it, nor will anyone with said power contact me. I am continually told to just wait ***** hours, for something that Amazon is never going to do. Amazon is hoping that I will get discouraged in this matter and simply go away. I am not going to go away, because they have more than $1000.00 of what belongs to me locked up. I will gladly resolve this amicably with Amazon, if they will contact me and give me the opportunity. I will provide any information they ask for and verify anything they would like me to provide. Instead, if they respond here at all, it will be to tell me to log into the same account that I've already stated I am locked out of or tell me to wait on the accounts team that never intends to contact me.
Business Response
Date: 05/01/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1 May, 2023 confirming account reinstatement.

Sincerely,

Amazon.com
Initial Complaint
Date:04/21/2023
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 believe my account was permanently closed sometime last year because I would call and make a claim to let them know that my package was missing so they end up refunding me because I wasnt able to get a replacement mind you I never ask for a refund. I always ask for a replacement, but they couldnt ***** me that so they end up refunding me back, this was an ongoing situation multiple times because somebody was stealing packages in our building. I let Amazon know that their drivers was not supposed to drop my items in the lobby. It was supposed to be dropped at my door. They wasnt following directions, and still left my items in the lobby for someone to easily steal my items. Even on my account notes it stated please drop off my package in the front of my door. Do not leave it in the lobby but the driver still did not follow my directions on my account so for some reason Amazon end up closing my account, which is not fair because I have nothing to do with my packages being stolen because their workers decided not to follow simple directions, so I deserve my account to be back open I work really hard for my money and for my packages to be stolen is not okay because Amazon workers decided not to follow directions .That is not acceptable. and they should be held accountable for their mistake and not me.Please reopen back my account!
Business Response
Date: 04/26/2023
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 11 March, 2022.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 04/26/2023

Complaint: 19965777

I am rejecting this response because: Amazon did not do their investigation properly

Sincerely,

***********************
Initial Complaint
Date:04/21/2023
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 purchased a Amazon Fire HD 10 tablet, 10.1", 1080p Full HD, 64 GB, latest model (2021 release), Lavender and it stopped working before the 1 year warranty ended. Would not keep a charge. I contacted Amazon and they told me to return the item for repairs. I did so but they have not repaired or returned the item. Now they are saying the purchase age is too old. #***-5489667-0767424 I paid $149.99 for a defective item and Amazon is refusing to refund monies, repair and return it, or simply return it. They took my money AND my tablet and refuse to give either back.
Business Response
Date: 05/01/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the Fire tablet which you mentioned that you returned but it was not refunded or not returned to you.

I've reviewed your concern and see our customer service team helped you get a new device. I can confirm the refund for this new device was successfully issued as well.

We appreciate your time in writing to us, and I hope you have a great day. Our customer service team will be able to help if you have any remaining questions or concerns; please contact them here: ****************************************.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:04/21/2023
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.
Amazon keeps giving me a rough time I suffer from Migraines and I need Amazon fresh products and and other products to buy living by myself. It's been month that I'm still not able to able to get into my own account but they've allowed a criminal to add a phone number to my account without my permission and they still refuse to remove it.
Business Response
Date: 06/04/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 21/5/2023 confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 06/12/2023
The company has successfully resolved the issue so that I would be able to have access to my account.
Thanks for your continued services.
Initial Complaint
Date:04/21/2023
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 is allowing a *************** to impersonate a company in ************ ************* they are allowing this company to sell products that are defective to damage agricultural property. Upon demanding my money and a returned they said that the item would be restocked upon return and I would have to pay that fee which means they will sell this defective item to someone else.
Business Response
Date: 04/23/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:04/21/2023
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 have been loyal and fully subscribed Amazon customers for almost 15 years and have never had an issue. We have everything from multiple kindles, to the amazon fire phone, to lights, cameras and an ***** in every room. Recently, we relocated from ********** to ********* and did not update our billing address with amazon. This being our first Christmas away from family we had orders going to various addresses around the country.Due to buying and taking chances on things we thought our friends and family would love, we had a large number of returns coming from multiple addresses from Nov - Jan.In spite of our decade long loyalty to Amazon, they suspended our account. We have sent in writing requests to have this reviewed and corrected over twenty times. We have called customer service and spoken with them, but no one can seem to correct this mistake.We are not looking for any kind of monetary reimbursement, we simply want our Amazon services restored IMMEDIATELY.I even have an email received by Amazon customer service where even the rep acknowledged, in writing, how poorly Amazon handled this situation.As a Veteran, I am sorely disappointed in this being the way Amazon treats Vets. Disgusting
Business Response
Date: 04/25/2023
Hello,

We are writing to let you know that we have canceled your order 112-2820643-3325055 because your account is restricted to digital purchases only due to multiple violations of our returns and refund policy. We will automatically cancel all non-digital orders placed on Amazon.com and if you have been charged, a refund will be processed.

If you have any questions or concerns, you may contact an account specialist by replying to this email. Our **************** team can only confirm that we sent you this message and help you with any technical issues. They cannot reverse this decision or provide you with more details on this matter.

Account Specialist
Amazon.com
www.amazon.com
Customer Answer
Date: 04/26/2023

Complaint: 19965222

I am rejecting this response because: this is an automated response and addresses absolutely nothing

Sincerely,

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

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