Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon.com

  1 Centerpoint Blvd New Castle, DE 19720-4172

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  4255 Anson Blvd Whitestown, IN 46075-4412

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:04/01/2023

  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.

  Hello; My name is ***************************** and I am filling this complaint about Amazon. On March 4th, I have purchased a gift card wich I redeemed. Fast forward; my account got compromised somehow and a fraudulent order was placed which was sent to an address that is not associated with me. Despite my effort of letting you guys know about it, you guys did nothing. On the day of delivery when I received a notification about such delivery and asking you guys to please stop it; you guys proceeded with telling me a pin number was generated and that was the way of securing the delivery and that the driver will take it back then. Somehow, package ended up being delivered on March 7th and I contacted you guys immediately again to ask you guys; to let the driver know about the situation and to go back to get such package. On that night; an Amazon **************** Rep has told me that was not possible and that you guys would refund me but he suddenly left the chat with mo explanations. I have made the effort of going to the address and is the most unsafe place in ********* and even the police has advised me there is nothing they could do and they do not think going and knocking on a strangers door is the best way of dealing with this situation. Today, April 1, 2023 marks 10 calls and nothing has been resolved and everytime I call Amazon no one has an answer other than my order was marked as fraudulent; but the gift card department was missing some information and they never processed the refund. I have received several emails about your Security Team about how you guys secured my account; that the funda stolen will be on my account in 2 to 3 business days and I have been patiently waiting and nothing. No manager is able to give me details about this situation after I have been a long time Customer and this never happened and you guys still dont back Customers up. I am asking for the $423.90 that was stolen for the order to be refunded as a Store Credit so I can make my Order.

  Business Response

  Date: 04/08/2023

  Hello,
  We have granted the customers request for a refund.
  We sent an email to the customer through their registered email address on 04/07/2023. This email confirms that the refund has been issued for [REFUND AMOUNT] to the original payment method.
  Sincerely,
  ***
  Amazon.com

• Initial Complaint

  Date:04/01/2023

  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 returned two items to Amazon, the carrier is Kohls. Kohls approved I returned 2 items. But Amazon said they only received one, so they dont issue my refund. I am not sure how I can get my money back. Can you please help? Thanks

  Business Response

  Date: 04/13/2023

  Hello ********,
  
  I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the trouble you had with the order.
  
  I've checked and see that only one item was received and processed. If you have returned the second one, please reach out to *** so that they can investigate and help you.
  
  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: 04/24/2023

  My complain not resolved because Amazon asked me to go to Kohls. Kohls is item carrier, but it is also the business partner of Amazon. I went to Kohls again, I was told they send 2 items to Amazon on February 6 2023 at  7:41am. If they send 2 items out, they dont have any responsibility. Amazon said they only received one, it is impossible. 2 items with one return code and one tracking number.  Amazon can either receive two or receive nothing, cannot just receive one. I called Amazon customer service again, the representative said I can get refund in such situation, but she cannot give me refund because some high lever supervisor put notes in my account, tell all representatives not give refund to me. I dont know why the supervisor did something like that. Amazon lost my item, and they dont want take their responsibility, it is really bring bad reputation to the company.  

• Initial Complaint

  Date:04/01/2023

  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.

  After withholding payment since 1/21/2023 without any reason or notification Amazon deactivated my account because they determined I have sold stolen goods through my Amazon selling account.I am being accused of a felony by the same company that has been holding over $350,000 of my money for 3 months without any explanation.I have written to several Amazon executives about the funds and the allegations that I am trafficking stolen goods but nobody has replied. Amazon has made a very serious accusation and has not told me what ASIN was stolen or provided any information about how they made this determination.Even more concerning is that I am not the only one going through this. Other sellers had funds held and then were suddenly labeled as criminals by Amazon.Amazon has made libelous claims, deactivated my account, and refuses to release my funds. That is not how an ethical business operates.

  Business Response

  Date: 04/03/2023

  Hello,
  
  Due to this seller account status, we are reserving their funds until we are sure that all items have shipped and no A-to-z Guarantee claims are received against their account. The seller will be evaluated 90 days after the initial date of block or closure request, which was 03/14/2023. Their funds will be disbursed to the bank account on file after the 90-day review, minus any outstanding chargebacks or A-to-z Guarantee claims.
   
  The seller account will be reviewed for funds release on 06/12/2023.

  Thank you,
  Payments Specialist
  Amazon.com

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19884683
  
  I am rejecting this response because:
  

  The agent that reviewed the matter did not understand that my funds have been held since 1/21/2023,
  not 3/14/2023 and this complaint is about Amazons allegations that I am a criminal who traffics in
  stolen goods. Amazon determined I was committing a felony by selling stolen goods and deactivated
  my account while continuing to hold over $340,000.

  
  If Amazon took the actions against my account, then surely they should be able to address two very
  simple requests:

  
  1. Provide the **** that was stolen, and additional information about the stolen goods including
  what they are basing this accusation on.
  2. Tell me why my funds have been held since 1/21/2023. This was over 50 days before the
  account was blocked.

  
  If they are going to call me a criminal you would think they would provide some type of proof or
  evidence that I would be given a chance to refute but they do not have any proof. If they did have
  something it would easily be disproven because I do not sell stolen goods.

  
  Yes, it is Amazons sandbox, and they make the rules but they have gone beyond policies and Amazon
  has found us guilty of a felony that can lead to prison time. If Amazon wants to make such strong
  accusations then they should treat it the same way as the law by telling us what proof they have and
  what it is we have stolen.

  
  I know Amazon will typically say something like they do not explain their investigative methods but I am
  not asking for that. I am asking for the item they think was stolen and the proof or evidence they feel
  justifies such a serious accusation. Criminals facing prison time are allowed to see the alleged evidence
  of their crime before they are found guilty. In this situation, Amazon has skipped all of that and found us
  guilty, took away our account, and kept our money all without ever telling us what we stole or showing
  us any proof of our crime.

  
  It is also important to note that this same exact situation is happening with other sellers. Their funds
  were being held for months without any reason and then they are suddenly accused of selling stolen
  goods without any proof, or even an **** provided. They too have written to Amazon numerous times
  without any responses.

   

  Sincerely,

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

• Initial Complaint

  Date:04/01/2023

  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.

  Refund on heater. It was retuned on 3/18. The item was delivered damaged by the USPS.The item was over $300 dollars. I was told after it arrives it takes 30 days for a refund.So far the item shows it has not been delivered to the return center. After contacting Amazon numerous times they are unwilling or unable to give me a date the refund will be processed. I want a refund.

  Business Response

  Date: 04/03/2023

  Hello *****,
  
  I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the trouble you had with the order.
  
  I've checked and see that the tracking shows the item never reached our returns center and is lost in  transit. I would request you to please check with *** about the whereabouts of the order.
  
  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: 04/03/2023

   
  Complaint: 19884676
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/01/2023

  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 March 26, 2023 I purchased on Amazon from our Baby Registry Owlet Dream Duo Smart Baby Monitor for the amount of $263.99. We received a package from Amazon on March 28, 2023 that was not compromised or damaged. When we opened the package we see another package completely distroyed and damaged inside where the Owlet Baby Monitor was in. We immedietly called Amazon for a refund. Amazon initiated the refund and mentioned as soon *** pick our package we will get a refund of our item. The package was picked up on March 30th. Today is April 1st and we noticed we did not received the fund from this item. I called Amazon and have received nothing but conflicting information. First one agent is telling me the refund should process in 3-5 business days. Then another one sayng it will take 2 weeks. I called a supervisor names ****** and received nothing but arrogance, dismissive and unethical treatment. ****** mentioned again I received incorrect information and that I will not receive my funds until Amazon receive their item in one of his centers which could take up to a week (completely different from the original statement received from the first agent). We clearly received on purpose a defective item (since the delivery package was not damamged but the inside package was destroyed). I keep receiving defective items from my registry to this address and Prince metnioned because this is an expensive one they will not refund me as promissed by the original agent and have to wait. We are also Amazon Prime users and we are supposed to get expedited items, which is not happening. I also noticed this specific order says "Return or replace items eligible through April 27,2023) but the registry says we get "Free 1-year returns" which does not match. We as new parents are getting missinformation right and left and Amazon is getting away with it. A complete scam. ****** also mentioned he is not afraid of BBB and I can do whatever I want, which is not good treatment to customers.

  Business Response

  Date: 04/02/2023

  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 see the concern that you have shared with reference the Order ID: ******************* and have reviewed the matter in detail. 
  
  We regret any misunderstanding in this matter but it can take upto 30 days from when the carrier receives the return for it to be processed and refunded. We are not able to refund at this time but usually it is much sooner. 
  
  The return label on this item was issued on Wednesday, March 29, 2023 and we had sent you the return authorization the same day. The email states that "We'll issue refund to your Amazon account within 30 days after we receive the item.". 
  
  We need the item to be received and physically verified before a refund can be issued. 
  
  We appreciate your patience in this regard. In case the refund is not issued by the indicated date, please reach us so that we can look into the matter for you. 
  
  I hope this helps. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19884524
  
  I am rejecting this response because:

   

  BBB- Amazons response is just another example of the different constant change of information Amazon provides to customers. When the item was first submitted over the phone it was clearly established about when would I get the refund. Again, after contacting several times the information keeps changing. Now Amazon is saying it takes up to 30 days. As you can see, Amazon is also not responding to the Amazon Baby registry benefits vs my claim of the item saying we get until April to refund or return. More and more examples keeps coming up of Amazon changing their versions and not being clear with clients. If an agent promised or established one thing over the phone when the process was initiated it is the responsibility of the business to comply with this. Especially for customer satisfaction. ********************** clearly does not want to cooperate and they are responsible for their employees making false promises.
  
  Sincerely,

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

• Initial Complaint

  Date:04/01/2023

  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 placed an order on 4/11/22 for a 2021 Apple MacBook Pro @$7,628.82 ( order #***-2833440-9745018) we noticed upon checking, it was delivered to the wrong address. My son immediately called Amazon, about eight days later we receive a full refund. About six months later Amazon went back into my ******* credit card and recharged that account for the same amount of $7,628.82 my son and I have been trying to communicating with Amazon for months to resolve this situation every time we have to wait ***** hrs and wouldnt get a A resolution finally in January 2023 they emailed us saying that They were sorry that we didnt receive the product. The seller no longer have it , Based on the age of the order, they will not be able to replace or refund the item. They close the investigation, Im almost a year later out A tremendous amount of money without the item And there is nothing I can do because when I called customer service, they are very dismissive and they hang the phone up. That is a lot of money for my family, Ive to pay back to a credit card company the monthly interest is very high on this balance. I have very good standing with my credit card companies when it comes to paying but I am unable to pay for something that I didnt receive and for money that was withdrawn from my account without my permission and my knowledge for an item that I was refunded.As a single mother of two boys in college Im stressed, depressed and overwhelmed by this and the lack of help from Amazon. Please help me resolve this situation

  Business Response

  Date: 04/16/2023

  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 16 April 2023.
  
  Sincerely,

  ****

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19884514
  
  I am rejecting this response because:Ninety percent of my purchases were made on Amazon, if not more, at the time because of the pandemic. With issues with some of the items received(missing parts, not properly fitting, etc) there was more returns then what Amazon was comfortable with. Regardless to if Amazon had closed that account or not, Amazon had provided a refund for the item that was returned by the carrier in April 2022( I have attached a email of Amazon confirming this). Five months after providing the refund(for the item in question, $7,628.82) they went into my account and withdrew the money they refunded for the item that was returned by the carrier. What gives Amazon the right to go into my account without my permission and take out money from a single mother, supporting her household during any situation, much less a global pandemic, for a item that they themself confirmed to received.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/01/2023

  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.

  My Amazon account has been a critical part of my life for years, serving as a gateway to online shopping and an essential tool for managing my daily routine. However, on 03/28/2023, my account was abruptly closed due to an alleged misuse of Amazon's services. I was stunned by this action and immediately sent an email to explain that I had not violated any of Amazon's terms of service, and that all of my activities on the platform had been lawful and appropriate.Unfortunately, despite my efforts, I did not receive any response to my email. This silence left me feeling frustrated and powerless, as I was unable to understand the reasons for the account closure or take any action to address the situation. As a result, I turned to Amazon's customer service team for help.At first, my interactions with customer service representatives were reassuring, as some claimed that my account had already been reinstated, while others suggested that I should be able to access my account again after 24 hours. However, as time went by and I continued to be locked out of my account, my patience and trust began to wane.I made countless attempts to reach out to Amazon's customer service team, only to receive contradictory and confusing responses that left me feeling hopeless and frustrated. I was told that my account had been suspended due to a violation of Amazon's policies, but when I asked for clarification, I was given no information beyond a generic statement that did not address my specific situation.As days turned into weeks, I found myself losing hope that I would ever be able to regain access to my Amazon account. It was a source of great inconvenience and frustration, as I relied heavily on the platform for everything from shopping to scheduling appointments. The lack of transparency and clear communication from Amazon's customer service team only added to my growing sense of frustration and helplessness.In conclusion, the sudden closure of my Amazon account has caused significant disruption and frustration in my daily life, as I rely heavily on the platform for a variety of essential tasks. Despite my best efforts to reach out to Amazon's customer service team, I have been unable to get a clear explanation or a resolution to the situation. I remain hopeful that Amazon will take a more proactive approach to resolving this issue and restoring my access to the platform.My Amazon account is ********************

  Business Response

  Date: 04/11/2023

  Hello,

  
  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-04-07 confirming account reinstatement.

  
  Sincerely,

  ********
  Amazon.com

• Initial Complaint

  Date:04/01/2023

  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.

  The BBB Amazon worker *********************M, has been targeting me for the last year.He has not resorted to stealing my money from my account on Amazon . com He has gone in and intercepted the money that was sent from *** to cover the items that they did not deliver to me and he has taken it for himself. Then reported to me that nothing has been sent by *** (When *** said that they have sent the money over). He continues with the redreic that the item was delivered, when *** sent over te moeny because they failed to deliver.I also have recorded visual proof of no deliveries being made, in with Harasankar.M is completely dismissing ignoring. After I purchased the servalence cameras to catch the lying delivery people in my area.I need assistance with this matter immediately, this has been going on for 1 year.

  Business Response

  Date: 04/04/2023

  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 checked your recent communication with us and checked your concern regarding #***-8628921-0908232.
  
  After thorough investigation one of our customer service representative has issued a refund of $16.45 on Saturday, April 1, 2023.
  
  Refund  was issued to the original payment method.
  
  You can view details of the completed refund on your Amazon.com account:
  
  **********************************************************************************
  
  I hope this information helps.
  
  
  Regards,
  
  Harasankar.M
  Amazon.com
  *****************************

• Initial Complaint

  Date:04/01/2023

  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.

  My name is ********, and I am the owner of an Amazon account with the email address ******************************* On January 9, 2022, my account was unlawfully accessed by an unknown person with the email address *************** who logged in from ********* and sent themselves Amazon gift cards. Upon being notified via email of this unauthorized transaction, I immediately took action to change the password and activate two-factor authentication on my Amazon account. However, despite my efforts, Amazon subsequently locked my account.The primary issue that has arisen from this unfortunate incident is that my Amazon seller account, which is linked to my Amazon account and through which I conduct business, has also been locked. For the past year, I have been unable to access either account. Amazon has requested a summary of my credit card in order to unlock my account, but I am unable to provide this information as my card was cancelled after unauthorized withdrawals were made at the time of the account breach. As an alternative, I have offered proof of gift card purchases, as requested by Amazon, but my account remains inaccessible. This situation has caused me to cease all business operations on Amazon, and despite my best efforts, the issue remains unresolved.I would appreciate any assistance in unlocking my account, and I am prepared to provide any necessary documents to facilitate this process.

  Business Response

  Date: 04/10/2023

  Hello,
  
  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 4/10/2023 confirming account reinstatement.
  
  Sincerely,
  
  Amazon.com

  Customer Answer

  Date: 04/18/2023

  Hello , my complaint case id: 19884337 , My problem was solved and my account was reactivated immediately.  Thank you so much that you solved the problem that I couldn't solve for 1.5 years.  Thank you so much.  have a good and healthy days!!

• Initial Complaint

  Date:04/01/2023

  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.

  bought a giftcrd through the amazon site, once i redeemed it to make a purchased they locked my account for suspicion, which is not a big deal, until they close your account with 100+ worth of Gift card balance remaining with no explanation and warning. The call center just keeps rudely telling me refer to the *** and ill learn what term or condition i violated in order for my account to be terminated. This is 100000%unacceptable and now that all the calls are being outsourced its eve worse. Good luck, buy from **** or aliexpress for that matter...

  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 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.
  
  Sincerely,
  
  Amazon.com