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

45,086 total complaints in the last 3 years.
16,648 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:02/24/2023
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.
Was hacked and no effort was made to resolve. 3 hour affair because they kept hanging up on me. They refused to lock my account. Nor help me gain access. Was told On numerous occasions there was nothing they could do.
Business Response
Date: 02/25/2023
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 apologize for the bad experience you had with us regarding your account issue. This is definitely not what we expected to have happened.

I've shared the feedback with our team to ensure a necessary action is taken for the improvements. I see that the account is now secured and as per the latest call you had with us, I hope you are now able to login to your account without any issues.

If you still have any issues with the account or any other help required, please let us know, we'll be happy to help you. Rest assured, your feedback is passed to the concerned department and you will not see this repeating in future.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:02/24/2023
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 have a issue with three orders from Amazon, that they refused to refund me for the other A-to-Z moneyback guarantee. So Im seeking a full refund. On 2/13/23 I ordered a phone case for $29.99 and received an empty product box. On 2/15/23 I ordered a cooling phone charger for $12.99 and I was sent a different product from what I ordered.On 2/20/23 I ordered a sensor for my car for $22.23 and never received it.Amazon refused me refunds on all 3 orders.
Business Response
Date: 02/25/2023
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order for Phone case, charger and sensor.

I've checked and see that the issue has been already reviewed by our internal team and the information provided is correct.

Based on the results of our investigation, we aren't able to provide a refund for this order. At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "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.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 02/25/2023

Complaint: 19490296

I am rejecting this response because:

Pursuant to your A-Z money back guarantee I am entitled to a refund for items not received.

Sincerely,

*****************************
Initial Complaint
Date:02/24/2023
Type:Billing 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.
Honorable BBB!I am *********************************, the owner of Ananichshop Amazon Seller account ********************** I am asking your help in reinstating my seller account which was deactivated 02/20/23 due to relation to **************'s seller account ********************** I admit that previously I was in partnership cooperation with **************, however, my account was deactivated in error because I NO LONGER conduct business within the framework of this partnership. On November 3, 2022 we have terminated our partnership and joint business due to my disagreement with the business strategy.Kindly check the attached signed and notarized documentation confirming my words:-Partnership Agreement with ************** from May 16, 2022; -Termination Letter from October 28, 2022 with my intent to terminate the partnership. -Partnership Dissolution Agreement and Protocol of Partnership Dissolution Meeting dated November 3, 2022. After that, I never worked together with ************** and her *********** account. I guarantee you that I am not the real owner of the *********** account and I never had direct access to this account. The reason for the connection between our accounts was the following: user permissions for common specialists, WIMO brand Authorisation, the same ASIN in inventory and same IP address. All this aspects were common during our partnership for 6 months. After Termination of Partnership I have strengthened the security of my Ananichshop Account and removed all the connections. Currently no one except me and my employees has access to my account. I am a completely different individual enterpreneur and now I'm only personally involved in the development of my business. Therefore, I did not violate the Multiple Accounts Policy. I request Amazon Support to reinstate my ****** AND US MARKETPLACE Ananichshop account. Thank you in advance!
Business Response
Date: 03/09/2023
Hello
We have decided to reinstate this account and an email was sent to them informing them of this decision on 09 March 2023.

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 03/10/2023

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:02/24/2023
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.
Dear Better Business Bureau Support, Please be advised that my products ASINs **********************, B0B3HGJQ4K have been mistakenly deactivated. I have provided all evidence of the absence of Intellectual property violation of patent number ********* but unfortunately, the Amazon Seller Performance Team still did not accept anything and reactivate my product's ASINs.I have researched the differences between my product's ASINs and patent number *********, using the link ******************************************* to find the patent and its details. I found photos of the patented design in this database, which is different from my products design. Please check the attached, PDF document with all the differences between my product's ASINs and patent number *********. On the side, we do NOT use any curve lines textures patented as a part of the design. Our product has straight lines along the length of the product, contouring the shape of the foot. We do NOT use textured dots as part of our design. Our product is entirely flat and rounded on the edges. We do NOT use the patented dot-shaped texture in our design. Our product has a diamond-shaped texture. We do NOT use round-shaped lines in our design. We used sharp edges as part of our design. We do NOT use the designed relief on the edges of the product. Our product is entirely flat and rounded on the edges. Please note that I do not sell in ***** and the listings and inventory are pulled up automatically by Amazon from, therefore I am enclosing an invoice confirming the authenticity of the products of one of the European countries - *******, namely where I store the products. Please note that the ?omplaint was about a patent on a DESIGN, that I did not violate in any way. I am selling the products under my own brand, EASYFEET, with trademark registrations in the USA and *** I do not violate anyone's intellectual property rights. Help me reactivate my listings: ****************************************.
Business Response
Date: 02/26/2023
Hello,

We have reviewed this sellers account. We have sent an email to the seller informing them of our decision on 26 February 2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:02/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please review my account and restore my store My Amazon account is ****************** Please forward my case to the BAD-FIRE team. Thank you.Dear,I received an email on December 6, 2022, Amazon notifying me that my Amazon seller account has been deactivated because Amazon was unable to verify the credit card on file. Please check my files and restore my account, thank you.1. My credit card number is ****************, the validity period is 07/2026, and the cvv is ***. Here's my credit card.2. My credit card was stolen before, I have applied to the bank for another credit card, but I forgot to cancel this credit card on the Amazon website. This may have caused Amazon to question my credit card.3. Since opening the store, I have never initiated a refund or approved an order refund, so I cannot abuse the credit card payment function.4. My Amazon account was registered on June 24, 2022, and my credit card was added at that time. My Amazon account should have been suspended then, not in December 2022. So this is all a misunderstanding.5. My Amazon account was verified by video on June 29. My business license, ID card and credit card have been verified during the verification process. All this is normal, my account can only pass.5. Amazon successfully deducted the money on September 13 and November 20, 2022, which indicates that the credit card is normal and the money can be successfully deducted after verification.6. I provide some evidence in the email attachment, please check, thank you.My Amazon account is ****************** Looking forward to hearing from you!
Customer Answer
Date: 04/24/2023
Dear , I received an email from Amazon ***** on March 6th telling me that my credit card could not be verified. Because my ******** Amazon background has bound 2 credit cards, and one of the credit cards ending in **** has been cancelled, so Amazon ***** may not be able to charge or authorize the payment, which led to this incident. I asked Amazon ***** to charge or authorize my other credit card (ending in 88) on April 20th. Very smoothly, the Amazon Japan team successfully debited or authorized my other credit card, and replied to me by email, saying that my credit card problem has been solved and my Amazon seller account in ***** has been restored. And I received 2 such emails. But unfortunately, when I opened my ***** Amazon seller account, I found that my account is still blank and has no data. In fact, Amazon hasn't helped me out yet. Please ***** Amazon restore my seller account immediately so as not to cause further damage to me I am very much looking forward to getting my ***** Amazon account back soon, thank you!
Business Response
Date: 04/24/2023
Hello from Amazon.com,

At this time, we were unable to locate any seller accounts using the email address from which they have written, ****************** For security reasons, please know that we are not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account.
Customer Answer
Date: 04/24/2023
My Japanese Amazon account is ********************************.
Business Response
Date: 05/19/2023
Hello,

We have reviewed this account and the information provided. We have determined that this seller *** not sell on Amazon as their account *** have been used to engage in fraud or other illegal activity.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Sincerely,
Amazon.com
Initial Complaint
Date:02/24/2023
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 placed an order on January 14th which included 10 32oz Organic Beef Broth. Only 1 was delivered. The only option I had on my order page was to track the package. There was a button to contact support but it was malfunctioning. I recently had to have my PC fixed and was without it for over a week pushing me past the 30 day return window, but, since I did not receive the item, this should not be regarded as a return for a refund. I simply want the product I paid for at the price I originally purchased it for 40 days ago! I finally got in touch with customer service and they processed a refund without giving me the option of having it resent. They told me "too bad, Amazon doesn't price match" and "you're past the 30 day window for a refund". I was told that the item was not available for replacement. They told me to call back and I'll get the same answer from someone else. I told them this was unacceptable several times. I spoke to 3 diffent people, each ***** than the last. The cost of each was $2.99 each minus coupons which brought the cost to **** each. The price is now $3.39 each. I could have purchased the same item locally for a comparable price as I paid online 40 days ago and have it already. Now it's much more expensive! Lastly, I recently had to replace my card as I was the victim of identity theft, so a refund CANNOT be made to that card as it does not exist!
Business Response
Date: 02/25/2023
Hello,

I am Naveen 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 your email and completely understand your disappointment with the order ID: *******************.

Upon checking I see that replacement has been already created on Thursday, February 23, 2023 at 11:00 PM (PST) with Order ID: *******************.

Thanks for your patience and understanding in this regard.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:02/24/2023
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 on Amazon (Order #***-9343583-4527466) a 2021 Hawk Mobility Foldable Scooter on 11/18/22 from Hawk Wheelchair. The total amount including tax was $1291.92. When our scooter arrived it was not the item we ordered. The brand was Comfy-Go, it was much heavier, and it was not foldable.I contacted Amazon **************** and was told to contact the vendor through the Amazon ************************** The rep explained that I was covered under the A-Z Guarantee and I would be fully reimbursed since it was THE WRONG ITEM. I did as requested and the seller replied that the item was exactly the same as described in the listing. They further stated that if I were to return the item the return will be your responsibility. Remembering what the Amazon rep had said, I shipped the item back.Well low and behold, Hawk Wheelchair only refunded back to me a total of $942.22 They had charged me a $359.70 restocking fee! Then of course I was charged the shipping that totaled $319.35. At this point I am out $679.05 because Hawk Wheelchair sent me THE WRONG ITEM.But wait, Amazon has the A-Z Guarantee and they have my back. Im okay and I gave them a call back. Well I actually gave them a minimum of 10 calls totaling over 3 hours and 9 minutes. There was a lot of agreement that it is against Amazon policy to charge return shipping on a WRONG ITEM and that Amazon does not allow restocking fees for WRONG ITEMS. Also, after each call Amazon would contact the seller and assure me I would get my refunds. I should be so lucky.I finally called Amazon Credit Card Services just about the restocking fee (Fed Ex was on a different card). Guess what, the agent said that they cant charge for restocking or return shipping. She was noting on the A-Z Guarantee request to pay this customer immediately. Nothing done so far and the Seller? Each time I called Amazon they were contacted and I was told they did not respond. Please help me resolve this issue!
Business Response
Date: 02/25/2023
Hello,

I am Naveen 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 your email and completely understand your disappointment with the order ID: *******************. I apologize for the inconvenience caused to you in this regard.

As this is a seller order we won't have the option to manually issue refund of the restocking fee or return shipping charges.

I see that order was delivered on Tuesday, November 22, 2022, Hence it's no longer eligible to file the A to Z claim.

Please contact the seller from the below link for any more refund on this order.

**********************************************************;

Thanks for your patience and understanding in this regard.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 02/27/2023

Complaint: 19457574

I am rejecting this response because:
1) I began this entire process on 11/29/2022; Your return summary of 11/29/2022 states,"Once Hawk Wheelchair receives the item below we'll issue a refund to your original payment method. This was stated because I met all of the criteria that your A-to-Z Guarantee requires. IT WAS THE WRONG ITEM! It was substantially heavier and it didn't FOLD.
2) Your A to Z Guarantee states that if the item returned is different from what I ordered you are to be refunded the Product cost; original shipping cost and return shipping cost.
3) Please note in the January 2, 2023 email from Amazon the an A-to-Z Guarantee was submitted
4) Your opening statement in the A-to-Z Guarantee says the Guarantee, "protects you when you buy items sold and fulfilled by a third-party seller."

Sincerely,

*********************************
Business Response
Date: 03/07/2023
Hello,

I am Naveen 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.

Upon checking, I see that A to Z has not been filled on the order ID: *******************, I will make sure proper coaching is provided to the associates if any false information is provided.

As informed before, As this is a seller order we won't have the option to manually issue refund of the restocking fee or return shipping charges.

I see that order was delivered on Tuesday, November 22, 2022, Hence it's no longer eligible to file the A to Z claim.

Thanks for your patience and understanding in this regard.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 03/12/2023

Complaint: 19457574

I am rejecting this response because: I have documentation that my claim was accepted initially and that a A-Z Guarantee was filed on Jan.2, 1923.
I am through with dealing with your customer service staff and plan to litigate the matter.

Sincerely,

*********************************
Initial Complaint
Date:02/24/2023
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.
Dear BBB: I am an international student lived in ************, ** and have been registered with Amazon for over six years. Last week, after I used Amazon to make several purchases a week ago and then found out after three days that they automatically locked my account and asked me to submit bank statements. After I submitted my bank statement of a latest month, the website asked me to submit documents to prove my personal information (driver's license, passport, etc.), so I submitted my passport picture again, the ** card of my home *************, and the one from *****************. Student card photo. However, they said the my evidence was insufficient and asked me to resubmit the bank statement and gift card receipt, so I resubmitted the three month bank statement and the cash receipt of the recently used gift card + a screenshot of the gift card. The truth is that they kept me submitting almost the same documents and canceled some of my shipped orders in the meantime without any notices. I feel like I've been cheated by Amazon. They took my money and almost all of my personal information, so my property was lost and privacy was violated. Thus, I file this complaint here and seek help from the most famous BBB organization. I hope my six years Amazon account can be recovered because it has a lot of my personal information, digital contents(family photos, digital books, prime membership, movies, shows etc.), and refund or recover any cancelled orders if there is any. Thank you very much for taking the time to read my letter!
Business Response
Date: 02/25/2023
Hello,

I am Naveen 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 your email and completely understand your concern with the account lock, Upon checking It shows as account with email ID ******************** is not locked, To help you with this, I request you to write back with Account Phone number, Email ID or Order ID from the account so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:02/24/2023
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 made a new amazon account and placed a 30 dollar order for energy drinks on 2/24/2023 and then later made a second purchase where I tried to buy a ten dollar gift card.Amazon locked my account which I made using only my phone number and does not have an email attached.I tried to contact them multiple times and cannot get any help with the issue.I would like for them to unlock my account (the phone number is ***********) or cancel my orders and refund my money.
Business Response
Date: 02/25/2023
Hello,

I am Naveen 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 your email and completely understand your concern with the account lock, Upon checking It shows as account with phone number is *********** is not locked, To help you with this, I request you to write back with order ID from the account so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:02/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I created a new Amazon account to publish a book through Kindle Direct Publishing. After the book was published, I tried to buy two copies of it as gift using my credit card. Then I received a message on 25 November about unusual activity and my account was placed on hold. I was asked to submit credit card statement which I did, but there was no resolution and I received a message that my account has been closed.My book is still live, but I cannot access my account. I tried contacting both Kindle Direct Publishing and Amazon retail customer support but the former told me to contact the latter, while the latter told me to follow the instructions in the email which I have already done.At the moment, my book is on the store without my consent. I want to unpublish it.
Business Response
Date: 03/06/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 6/3/2023.
Sincerely,
Amazon.com
Customer Answer
Date: 03/08/2023

Complaint: 19488607

I am rejecting this response because: I received the same mechanical response that my account will be closed as I received before, despite submitting the exact document they asked for. I don't care whether my account is restored, but I would like them to remove my book published through KDP which is still live in the store. This is a violation of my right as I am given no opportunity to access my account and remove it myself.

Sincerely,

***********************
Business Response
Date: 03/23/2023
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com

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