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

59,249 total complaints in the last 3 years.
21,822 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:09/16/2022
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've instructed Amazon on several occasions to cease all contact with me for the purposes of recruiting. However, Amazon's recruiters continue to reach out and bother me about employment. I want this to stop once and for all. I have no desire whatsoever to work for this company, yet they cannot seem to leave me alone.
Business Response
Date: 09/19/2022
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 am so sorry to hear of the issue you have shared with us regarding the contact from Amazon for the purposes of recruiting.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share any emails shared or screenshots pertaining to the issue for research as well. We look forward to hearing from you soon.

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

Regards,
Pratap
Customer Answer
Date: 10/04/2022

Complaint: 18036427

Amazon contacted me directly via email, which was not authorized. Secondly, they claimed they fixed the issue but I'm still being contacted by their recruiters without authorization.

Sincerely,

*************************
Business Response
Date: 10/12/2022
Hello ******,

I'm Aqeeb 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 am so sorry to hear about the issue about the hiring and employment related contacts.

We would like to investigate and to help you resolve this. While we need more information to investigate further, we request you to please share any information on how the team is contacting, is it either on calls, E-Mails or text messages. If you could share us more details on the email address of recruiter or screenshots of employment emails, it would help us work on it.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

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

Regards,
*****
Initial Complaint
Date:09/16/2022
Type:Sales and Advertising 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 BBB, We kindly ask you to froward Plan of Action in the attached document to Amazon.com.PLEASE, NOTE: Our supplier had NO rights to sell these items to us and we had no rights to resell these ones on Amazon.com, accordingly. It follows that invoices and receipts from our supplier for above mentioned items were fabricated by him and are invalid, accordingly. For this reason we have NOT attached any documents like invoices, authorization letter, licensing agreement to this POA.Sincerely,Ventura Entertainment
Business Response
Date: 09/20/2022
Hello,

We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/16/2022
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.
Item received was damaged and was found after assembling it. It was a sofa and came in a box that cannot be put together to return item back. Reached out to Amazon and they refused to refund until item is sent back but *** carrier refused to take the item. I am in a catch 22 situation and not sure what to do.
Business Response
Date: 10/09/2022
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 your order has been refunded on Septmber 22, 2022. You may want to dispose the item. You will not be charged for not returning the item.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:09/16/2022
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 been using Amazon for more than 8 years, with Prime actvated for most of the time. It is my only account. Recenly Amazon banned my account for email saying that my account is associated with another banned account. My appeal to unban got rejected and they wouldn't provide any explanation for the case. They claim to unban some of my account features of I am still unable to login. I also got account balances and have no way to request a refund.I am a loyal customer who has been using ********************** for most of my shopping needs. Because my account got banned I cannot check my order numbers, but I'm sure I have 200+ orders on record. Banning my account is causing me life conveniences. I do not agree with the reason of "associate with other closed account" as this is my only account. I have been moving my address 3 times but all of the receivers are me with my account name on it. I also got a few friend address on my acocunt. Primarily, I buy items to myself and one of my best friend.
Business Response
Date: 09/17/2022
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 17 September 2022.

Sincerely,

Rupsa
Amazon.com
Customer Answer
Date: 09/18/2022

Complaint: 18035022

I am rejecting this response because:

Amazon cannot stay consistent for the reason of account closure.

They are also not having a phone line to talk directly to the department instead of letting "specialists" send templated replies which they use identical wording to everyone facing the same problem.

Specific description in the attachment. Please read.

Sincerely,

*******************
Initial Complaint
Date:09/16/2022
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 sends an email to update payment for my prime benefits. In the email it states $6.99 click to update payment. It then charges me $14.99. I contact them am told itll be refunded, wasnt issued refund. I again contact them bc i was charged another $14 that i didn't use. Refund was not requested when I was told it had been. Now have been issued a refund but i have to wait 3-5 days. And the second $14 charge over **** my account.Amazon charges what they want to and then contacting customer service your told one thing but another is done.
Business Response
Date: 09/18/2022
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 see your concern on the card that needed to be updated to retain your Prime membership and have looked onto the issue in detail. The last charge has been refunded in full.

The discounted Prime membership was declined which caused it to go on hold and then cancelled. When you revised the card and restarted the Prime, the regular monthly Prime was charged.

You would need to sign up for the discounted Prime all over.

I hope this helps. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon's two-factor authentication system requires access to my US phone number. However, I am US military stationed overseas. I currently cannot log in to my account, because it requires login verification via a text message to a US number. I have spent hours chatting with customer service, and they are unable to resolve my issue. They have also attempted to call my ******* number, and their agents are unable to hear me. This has been a colossal waste of time, and it is unbelievable that Amazon is unable to resolve this issue via successful international phone calls or a process that allows me to verify my account outside access to a US phone number.
Business Response
Date: 09/22/2022
Hello ******,
.
I'm Abhishek 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.

We're sorry to know about the issue you've had logging into your account.

I've checked with our account specialist team and they've confirmed the two-step verification service is disabled on this account.

If you still face issues logging into the account, it may be related to other issues. In this case, we request you to call our specialist team for further troubleshooting.

The team is available, between 3:00 a.m. and 8:30 p.m. PST. Please call our customer service team in this time window and request them to connect you to our account change team.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
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.
My amazon account ****************** got banned leaving reviews, as it shows:"We apologize but Amazon has noticed some unusualreviewing activity on this account. As a result, all reviews submitted bythis account have been removed and this account will no longer be ****** contribute reviews and other content on Amazon. If you would like tolearn more, please see our community guidelines. To contact us aboutthis decision, please email [email protected]."I've tried every possible contacting method to Amazon. At first I tried sending emails to the provided address, but got no response. Meantime I tried contacting with the online customerserivce agents, what I was told was the same statment : sending email to that address. I think I've shown enough tolerance and patience toAmazon, but what I receive is the disrespect and arrogrance from Amazon. I wish BBB can help me solve the situation, thank you.
Business Response
Date: 09/17/2022
Hello,

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

I understand your concern regarding the restrictions for the reviews and other contents on the account and I'm sorry for the inconvenience caused.

I've checked on it and I can see that the team have re-checked on the decision after you have submitted the appeal however after reviewing it thoroughly the team have come to the same conclusion. We will not be able to restore this account's ability to contribute with Community content.

Why is this happening?
Customer reviews and ratings are meant to help customers make informed purchase decisions through unbiased product feedback. Reviews and ratings that are in violation of our Community Guidelines and our Review policies are not allowed.

This account can no longer contribute content for any of the following reasons ::

-- Elements of the account indicate a relationship with sellers, publishers, or other reviewers on the reviewed products.
-- Reviews, ratings, and votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.
-- The account requested free or discounted products in exchange for reviews and ratings.
-- The account was created for the primary purpose of writing reviews and ratings that violates our policies.
-- An unauthorized party may have accessed this account to write reviews and ratings.

To learn more about this policy, go to "Community Guidelines":
https://www.amazon.com/gp/help/customer/display.html?nodeId=*********

An email was sent on Friday, September 16, 2022 at 8:06 AM (PDT) to your registered email id after your appeal was received with the details.

We are unable to share additional information about this decision.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
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 called about a cancellation order that Amazon charged my wifes account and after 5 days still hadn't refunded her. She asked me to check as to why her account had been charged on a cancellation and 5 days later it was not refunded. I called several times (three hours so for as I type this complaint) I spoke with a so called supervisor who I explained my issue with and told me my only way to file a complaint was via email. I advised her that I wanted to speak with someone else. she proceeded to start her closing speech while I asked her to not to hang up on me and she disconnected the call. I called back and spoke with another supervisor and while i played the recording he disconnected the call. Here I am calling for a fifth time tonight after almost 4 hours (which i wont get reembursed) trying to get a resolution or an apology from. I have recordings.
Business Response
Date: 09/17/2022
Hello *******,

I'************* 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 complaint and I understand that you are referring to the charge towards the order for "Apres nail Gel-XTM Kit | Professional Kit | Starter Kit with pH Bonder, Non-Acidic Gel Primer....".

I've checked the order and see that we have only authorized the payment of $97.41 on September 10, 2022 but the authorization was cancelled on September 13, 2022 after the order is cancelled. This is not a charge.

Some banks may hold funds in your account for these authorizations even if the order is canceled. Orders from our Marketplace sellers may be charged at the time of purchase.

You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.

We look forward to seeing you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
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.
Once my account was resolved, I started making purchases and leaving reviews for the product usually that I purchased during my account hold period and recent purchases ( maybe reviewed all of them at the same) Yes I did a lot of purchases because of my trip to ***** where I bought some gift and other necessary items. There are some items where it has multiple starring options but I don't have the option right about it. For example a picture puzzle it asked about durability and sturdiness. So I left the review just as good for kid's activity along with the parents. I really don't understand what community standards I violated, I received an email that they restricted the account and that I violated the community standards and I can not review the item. This kind of issue happened before with amazon where I contacted them multiple times no one responded. My issue was resolved only I contacted the better business bureau. I really could not understand what I did, they did not give either an explanation or warning about this at all. And did not violate any that I am aware of, Knowing that Amazon will not respond to my communication through the email they provided, I am again going through the BBB to resolve the issue. multiple attempts to contact them to understand. I am looking for that business to contact me and explain why, when, and how I violated the things that they mentioned. This business just does things and when We ask for the reason they refer to the pages where there is no real explanation. The present business decision does really not matter to me but I want an explanation from the business, instead of just giving the link where I see I did not see any part violated. I am requesting Business to reconsider their decision and have better communication when these kinds of things happens in the future to gain the trust of consumers.
Business Response
Date: 09/20/2022
Hello,

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

I understand your concern regarding the reviews and I'm sorry for the inconvenience caused.

Upon checking with our team, we have investigated the issue and concluded the reviews were correctly suppressed with the restrictions for adding new reviews as per our policy. The team isn't able to reverse the decision and we are unable to share any additional insight and investigation method or any other details.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/20/2022

Complaint: 18033579

I am rejecting this response because:
Hi there
Thank you for your response email quickly. I do understand you have restrictions, however, because of your frequent incorrect communications causing me inconvenience, you guys sent an email about restrictions then again says it's done by mistake we removed it, so I am not really sure what's going on within my account and I am in dilemma to make any purchases. I prefer not to do any purchases on amazon as the first choice I will take my business somewhere else. Thanks for your patience. These are the following emails I got. You guys without telling the reason, How Could I correct if I do any mistakes, so there is no way this sounds fair to me.

Sincerely,

**************************
Initial Complaint
Date:09/15/2022
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.
This is concerning ORDER # ***-5222202-4516247. I'm requesting a partial refund because some of the metal is bent and that is damage done by your fulfillment team, whether it's how it was stored or during travel. Nonetheless that's wear and tear, literally as you can see the plastic was torn, on the product. It's also bent at the top.DO NOT ASK ME TO RETURN THE **** AS I'M ASKING FOR A PARTIAL REFUND. PLUS I LIVE BY MYSELF AND AM UNABLE TO PACKAGE IT ON MY OWN AS IT NEEDS 2 PEOPLE TO CARRY AND I'M NOT THAT STRONG. I HAD TO DRAG IT IN MY HOUSE FROM THE PORCH!!!Also I had to cut the shipping box open just to get it out.I have already emailed pictures for what I received. If you need pictures I'll send them via email again because this BBB website doesn't upload all pictures properly and no one responds to help with adding additional photos.This is an expensive item why was it received in such a condition? Don't tell me that you all can't do partial refunds, I more than qualify for a partial refund especially with it also being bent in several places and bent at the top of the product and yet, wouldn't you know it, I'm still willing to keep it and use it! Should a customer pay FULL price for an item that's partially bent because of where your fulfillment center as stored it? Please let me know what kind of partial refund I can receive from this as I definitely qualify. Also, your customer service chat agents have gone completely downhill. They absolutely don't care and purposely wait you out instead of closing out chat so you can leave a review. That's why I'm coming here for this because I'm tired of your chat agents not caring. I just chatted with an agent that claimed that my information was forwarded to a "special" team that can handle partial refunds. LIAR! You all claimed that for a previous order issue yet 4 days passed and NOTHING!I have been a long time prime customer, lots of orders placed, this is how you treat us?! I hate Amazon!
Business Response
Date: 09/17/2022
Hello Ms ****,
.
I'm Abhishek 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.

We're sorry to know about the issue with the order #***-5222202-4516247.

We can confirm that a partial refund of $32.93 was issued to your **** card on September 15, 2022. This refund will reflect in your statement in 3-5 business days.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/21/2022
I wrote to the seller via Amazon and I got a very helpful response and the issue has now been taken care of.

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