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

59,348 total complaints in the last 3 years.
21,731 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:04/16/2023
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.
On April 7, 2023 I purchased order number 114-8655399-4636217 and 114-3528649-6559413 from Amazon.com. On April 10th I received a package containing both orders. However, one item was missing, Shrek: The Ultimate Collection [Blu-ray]. The next day I received the rest of my order, a book that was badly damaged. Amazon refuses to replace or refund the amount of these purchases citing, "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."I am somehow responsible for them not shipping an item (I got the package, the item was not inside) and an item damaged by them. I don't think so.
Business Response
Date: 04/18/2023
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 that the item Shrek: The Ultimate Collection [Blu-ray] was missing from your package and you have received a damaged book GoPro: How To Use GoPro ***.

For Shrek: The Ultimate Collection [Blu-ray] I've made an exception and issued a refund of $28.36 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another. You can view details of the completed refund on your Amazon.com account:

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

I see that the Book GoPro: How To Use GoPro *** is a returnable item. Please return the item for a refund.

Your patience and understanding are greatly appreciated.

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:04/16/2023
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 received a defective euphonium through a third party seller (order 112-8029510-0275434) at the end of February. The valves would get stuck and one of the valve caps would become loose. I reached out to ************ (seller) for assistance. They told me all I needed to do was clean the item. I took the euphonium to a music store in town that sells band instruments. They said that they could not fix the euphonium without doing more damage. I contacted the seller about this and they denied that the instrument was defective. I then contacted Amazon so they could intervene. I was told that I would receive a prepaid label. The seller, however, refused to send the prepaid label. Due to the lack of assistance from the seller, the A-Z claim was filed. I contacted Amazon on 3/28 and was told that I was refunded for the item and did not have to return. I called multiple times since and was told to allow more time. Each time, the associates said that they would update the A-Z claim. On 4/15, I received an email stating that the claim was denied because I did not contact the seller within 14 days of receiving the return address/label. The return label was sent on March 16th. I contacted the seller on 3/21.
Business Response
Date: 04/19/2023
Hello,

We have reviewed order details and found that seller has provided return address to customer. In order to receive refund, customer must return the item to seller's address and provide the receipt of return shipping charges.

We sent an email to the customer through their registered email address on April 19, 2023. This email contains seller's address, return instructions and confirmation that return shipping costs will be refunded.

Sincerely,
A to Z Guarantee Team
Customer Answer
Date: 04/19/2023

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:04/16/2023
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.
Our Amazon account was hacked and our email was changed. When we brought it to their attention they said they couldnt do anything because we were still able to log into our account under phone number. When we went to change our email back to what it was it stated that our email was used on another account when we never changed our email. Well the other day we noticed a big chunk of money missing from our bank account. When we reported the fraud they didnt want to do anything about it because once again we were able to log in under number and we should have been watching our Amazon account. I stated that the last order we never placed and have no idea where that address was they practically stated that I was lying. They stated they couldnt refund us our money back because weve gotten refunds in the past due to not receiving some of our orders in the past. Well this morning I went to look at our Amazon account this morning because I wanted to order something and stated our account was closed. So now we cant access any of our items from our account.
Business Response
Date: 05/24/2023
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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 16 April, 2023.

Sincerely,
****
Initial Complaint
Date:04/16/2023
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.
Greetings, On April 11, I contacted the ******************* Team through the following email address: ****************************** I know that the ******************* Team is one of the Amazon Support instances, which is obligated to assist sellers in resolving issues on Amazon.com. According to information from Amazon, any of my appeals should be processed within 1-2 days. However, it's been a week, and I am still waiting to receive feedback from the ******************* Team after submitting an appeal regarding the reactivation of my seller account. Since the ******************* Team can review appeals and reactivate accounts, I request them to consider my letter with attachments (Plan of Action and supporting documentation) sent on April 11. I sincerely hope for the highly qualified support of the ******************* Team as the highest instance of Amazon Support. I also hope that my seller account will be reactivated as soon as possible. ******************* Team, please feel free to if you need more information regarding my account reactivation. Please open a separate case in the Amazon internal system if you need more information. I really appreciate any help you can provide.
Business Response
Date: 04/18/2023
Hello,

We have reviewed your Amazon.com account and have provided a response via your seller account.

Thanks and regards,

Sincerely.

Amazon.com
Customer Answer
Date: 04/21/2023

Complaint: 19942955

I am rejecting this response because: I received a notification from Amazon Support that they are able to reinstate my seller account. However, they need additional information to do it, namely more information about the root cause of my violation.

I contacted Amazon Support via phone to discuss the specific details of my root cause. Amazon Support got my information and requested that it be provided in writing in my Plan of Action. So, I attached my updated Plan of Action, which was approved on the call. Please review it.

Also, I attached additional supporting documentation to confirm my statements:

Marketing Services Agreement;
Invoice;
Screenshot of the third-party services provider profile on the Upwork marketplace.

I also want to inform you that I tried to contact the ******************* Team on April 11 via the following email address: ****************************** However, I am still waiting to receive a response from this team. Since the deactivation of my account is quite complicated, I request Amazon Support to transfer my case to the ******************* Team for a deeper investigation.

Thus, I have provided all the necessary information to reactivate my seller account. I have provided a detailed Plan of Action that includes the root cause of my violation, the corrective actions I have taken to correct the violation as soon as possible, and the preventive measures I have taken to prevent similar violations. I have also provided the necessary supporting documentation as previously requested by Amazon Support. Based on the preceding, I request that my seller account be reactivated, as I have completed the reactivation requirements.

Sincerely,

***********************
Business Response
Date: 04/25/2023
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 seller account on our site. We took this action because an investigation of their account indicated that the customers seller 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 this year on 04/25/2023, 04/18/2023,04/13/2023, 04/03/2023, 03/08/2023, 02/22/2023, 02/15/2023, 02/10/2023, and 01/26/2023.

For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.

Sincerely,

Amazon.com
Initial Complaint
Date:04/16/2023
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.
Greetings,On April 10, I contacted the ******************* Team through the following email address: ****************************** I know that the ******************* Team is one of the Amazon Support instances, which is obligated to assist sellers in resolving issues on Amazon.com. According to information from Amazon, any of my appeals should be processed within 1-2 days. However, it's been a week, and I am still waiting to receive feedback from the ******************* Team after submitting an appeal regarding the reactivation of my seller account.Since the ******************* Team can review appeals and reactivate accounts, I request them to consider my letter with attachments (Plan of Action and supporting documentation) sent on April 10.I sincerely hope for the highly qualified support of the ******************* Team as the highest instance of Amazon Support. I also hope that my seller account will be reactivated as soon as possible. ******************* Team, please feel free to if you need more information regarding my account reactivation. Please open a separate case in the Amazon internal system if you need more information. I really appreciate any help you can provide.
Business Response
Date: 04/19/2023
Hello,

We are unable to reinstate this sellers account.

We sent an email to the seller informing them of this decision on 04/13/2023.

Sincerely,
Customer Answer
Date: 04/21/2023

Complaint: 19942944

I am rejecting this response because: I received a notification from Amazon Support that they are able to reinstate my seller account. However, they need additional information to do it, namely more information about the root cause of my violation.

I contacted Amazon Support via phone to discuss the specific details of my root cause. Amazon Support got my information and requested that it be provided in writing in my Plan of Action. So, I attached my updated Plan of Action, which was approved on the call. Please review it.

Also, I attached additional supporting documentation to confirm my statements:

Marketing Services Agreement;
Invoice;
Screenshot of the third-party services provider profile on the Upwork marketplace.

I also want to inform you that I tried to contact the ******************* Team on April 10 via the following email address: ****************************** However, I am still waiting to receive a response from this team. Since the deactivation of my account is quite complicated, I request Amazon Support to transfer my case to the ******************* Team for a deeper investigation.

Thus, I have provided all the necessary information to reactivate my seller account. I have provided a detailed Plan of Action that includes the root cause of my violation, the corrective actions I have taken to correct the violation as soon as possible, and the preventive measures I have taken to prevent similar violations. I have also provided the necessary supporting documentation as previously requested by Amazon Support. Based on the preceding, I request that my seller account be reactivated, as I have completed the reactivation requirements.

Sincerely,

***********************
Initial Complaint
Date:04/16/2023
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.
Ordered chair. It arrived defective I called Amazon same day. Returned by *** on April 3 and it was received by Amazon in ********* ************** on April 5. I have called on April 11 13th and 16th requesting a refund Ive been told that they cant give me a time of when it will be refunded to me, even though theyve received the item back. I I was told I would get an immediate refund now Im being told it could be five days or it could be 10 days or it could be as late as May 1 before I see credit for this defective chair.
Business Response
Date: 05/12/2023
Hello ******,

I am Raman 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 have reviewed the order referred to and see it was refunded on Sunday, April 23, 2023 to your original payment method, you should be able to see the status on your account.

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

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:04/16/2023
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.
Hello! Dear BBB Team,We are writing to request your assistance in removing a review that is damaging the reputation of our brand, BioVit, on Amazon. ASIN B08VDRMGJP and link: *****************************************************************. The review in question was left by ***************************** and is titled "seal broken". The review reads as follows: "The packaging and product seal were broken. The anti-moisture silica beads are soaked, and the gummies are melted. While the product still smells good, I don't want to eat them. Also, Amazon doesn't seem to have a way to fix this situation."The review clearly indicates that the packaging of the product was damaged during the delivery process, leading to a negative customer experience. We understand that ********************** has a separate section for feedback on delivery experiences, and we believe that this review should have been left there instead of on the product page itself. Additionally, the review suggests that the customer was unable to resolve the issue with Amazon, even though the company guarantees the exchange of damaged goods.We are concerned that this review will deter future customers from purchasing our product due to a delivery issue that is not representative of the quality of our product. We ask that you assist us in removing this review to prevent further damage to our brand's reputation.Thank you for your attention to this matter.Sincerely,BioVit store
Business Response
Date: 04/17/2023
Hello,
I have forwarded the sellers concern to our internal team for review.
They will review and respond directly to the seller.
Thank you
Initial Complaint
Date:04/16/2023
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, dear BBB team!I am writing to report a misleading review on Amazon from one of our products. ASIN B07DJ1KVDP and link: ************************************************************************ review in question was posted by MaxOccupancy and reads "I don't understand how people drink this...I wish I could return it..."We believe that this review is intentionally misleading and aimed at discrediting our product, rather than providing an objective customer experience. Additionally, MaxOccupancy's statement that they wish they could return the product is misleading as our return policy is clearly stated on the product page and states that the item is non-returnable.Furthermore, we would like to bring to your attention that the review is labeled as "Feedback from a Tea Junkie". We have reason to believe that this review was posted on behalf of a registered trademark and seller of tea products, Tea Junkie. This is a clear violation of Amazon's policy, which has a zero-tolerance policy for reviews designed to mislead or manipulate customers, including negative reviews from sellers on competitors' products.To support our claim, we have attached a screenshot from the uspto.gov website showing the profile for Tea Junkie as a registered trademark.We kindly ask for your assistance in protecting the interests of our brand, aprikalife, and removing misleading content from Amazon's website.Thank you for your attention to this matter.Sincerely,AprikaLife store
Business Response
Date: 04/18/2023
Greetings from Amazon.com,
I understand you are reaching out to us regarding review removal for ASIN: B07DJ1KVDP. I know how important this matter is to you and your business.
Review link: ********************************************************************
I would like to inform you that the issue has been escalated to the concerned team.
Team will review the request and follow up with you as soon as additional information is available.
Customer Answer
Date: 04/18/2023

Complaint: 19942535

I am rejecting this response because: Hello! I got a reply from Amazon that they can't remove this review.
I insist that the review violates the review publication policy. Specifically, I believe that a review should show a personal and honest buying experience from a disinterested person. According to Amazon policy, "Any attempt to manipulate reviews, including by directly or indirectly contributing false, misleading or inauthentic content, is strictly prohibited." *********** mentioned at the end of the review is our direct competitor, which means it also sells tea. I have already filed the details of this registered brand in my appeal. We cannot consider such a review unbiased. It is an attempt to manipulate the opinion of our future customers. We appreciate an honest, objective evaluation of our work. But we do not consider it to be on behalf of Tea Junkie. We therefore ask that this review be removed and we hope that you will help us.

Sincerely,

***********************
Business Response
Date: 04/20/2023
Hello from Amazon.com,

Thank you for reaching out regarding the review on ASIN: B07DJ1KVDP.

Reviews on detail pages are reviewed by our Communities team and have the only authority to remove reviews from the website.

I have escalated the concern regarding the review to said team and they will review and reach out to the seller with their answer.

Thank you and have a nice day.
Initial Complaint
Date:04/16/2023
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.
On 12/31/2022 I placed an order for curtains on the Amazon website from a third party seller, WINNY. I was charged $395. Approximately $41 was used from a Amazon gift card on my account and $353 was financed by Affirm. I received the curtains on 2/26/2023 and my first payment of $60.84 was drafted from my bank account by ******. The curtains I received was not what was advertised on the Amazon website. I immediately called Amazon and Affirm to begin the refund process. I submitted pictures of the advertised curtains along with a picture of what I received to Amazon and Affirm to prove the seller was fraudulent. I was informed from Amazon that the seller requested that I pay to return the item which is obsurd since they deliberately sent the wrong items. I was then advised by Amazon to file a A-Z claim that states if there is no agreeable solution with the seller, it is Amazon's responsibility to refund the customer and provide the resolution. The item that is advertised on the Amazon website is not at all what I received which is clear that the seller is fraudulent and they do not want to pay to return their product because they know it is not worth the money. I am constantly getting alerts from Affirm to make payments despite the numerous calls that I have made to them and Amazon spending 1 -2 hours on the phone trying to resolve this issue. Amazon will not take responsibility and refund my money nor will they explain why they keep restarting the claims despite the pictures proving the seller is fraudulent. Affirm is threatening to damage my credit for non-payment, as this has been ongoing since 2/27/2023 and it is now 4/16/2023 and I have submitted over 5 A-Z claims and Amazon continues to tell me the seller refuses to send a prepaid label. I have called every week, 2-3 times a week since 2/27 trying to resolve this issue. This is frustrating. I don't understand how this billion dollar company can be allowed to rob customers and not adhere to their own policy
Business Response
Date: 04/18/2023

Hello,
We have reviewed the issue filed for the Order 112-5788206-3828241 and noticed that the Buyer has received a different item.
A full refund for the claim amount was issued to the payment method you used to place order 112-5788206-3828241.
-- Refund Date:4/18/2023
-- Refund Amount: $395.45
In summary, a full refund has been granted to the Buyer.
Initial Complaint
Date:04/16/2023
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 an individual seller on amazon , they blocked My account on violating drop shipping policies, I was not drop shipping at all I already send the order from my place in ******. I tried to contact customer ******************** serval time to let them know I am not drop shipping, I am unable to load the receipt cause my account was locked and finally they cancel my order which I already send to buyer. I demand amazon for a return and an apology. It was not at all my fault it was there customer service they are not replying
Customer Answer
Date: 04/17/2023

Complaint: 19942493

I am rejecting this response because:

Hello

I am sorry to mention that my account with ******************** is under the email address below

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

Anything else please let me know

Regards

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

Business Response
Date: 04/17/2023
I was unable to locate any seller accounts using the e-mail address, *******************
Business Response
Date: 04/20/2023
Hello,
seller lost MFN selling privilege's due to drop shipping violation. Seller did not provide any appeal docs hence the decision is upheld.
Customer Answer
Date: 04/21/2023

Complaint: 19942493

I am rejecting this response because:
The order I supplied was in my ware house. I was not at all drop shipping. I attach the receipt. Kindly check

Sincerely,

*****************************
Business Response
Date: 04/26/2023
Hello,

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

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 04/26/2023

Complaint: 19942493

I am rejecting this response because:
They are constantly claim that I was drop shipping which I was not I submit my receipt as well to show that I was not drop shipping they close my account that maximum they can do.
Sincerely,

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

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Complaints

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