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

50,373 total complaints in the last 3 years.
17,465 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:01/12/2023
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.
Amazon deleted my account without notice or warning.I was a 20-year amazon customer and a ********************** member.On 10 Jan 2023, my account was active and I had been on amazon.com shopping that evening.On 11 Jan 2023, I received an email (at 1:15AM) saying our Amazon Household is no longer sharing benefits. I tried to log into Amazaon.com and my email address was not recognized. I called customer service and they were unable to find my account nor provide any suggestions beyond opening a new account.On 12 Jan 2023, I received an email (at 2:17AM) saying "Dear Customer, As you requested to close and delete your Amazon account, we've canceled your Amazon Prime membership. You are not eligible for a refund following the cancellation of your Prime membership. If youd like to join Amazon Prime again, create a new Amazon account and visit the Amazon Prime page. Thank you, Amazon.com Customer Service"I did not request to delete my amazon.com account and according to Amazon ***************** they can't see my account or do anything about the time remaining on my PRIME membership.I need to have someone contact me who can restore my account.the email assoicated with this account is ********************
Business Response
Date: 01/13/2023
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 am sorry to hear of the issue you have shared with the closure of your account and have tried to locate it with the information that you have shared. We were not able to locate the Amazon Account/Prime Subscription in question and/or restore it.

We are not able to speculate on what caused the apparent closure but you might want to check with anyone who had access to the account or in case you tried to close it in any other marketplace. Closing affects related customer accounts, features, and ******************** that are linked to your email address and password across any Amazon sites globally.

I share information on what happens when you request an account to be closed for reference.
**********************************************************************************************************************************************

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

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:01/12/2023
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.
Dear Amazon!My name is *************************, a seller on Amazon. Currently our Amazon seller account is suspected. It happened because of suspected intellectual property violations in our Account Health. The problem is that on our account there is no yellow Reactivate your account button (the screenshot is attached to this complaint). It means that we are not able to upload a plan of action and explain everything regarding all the violations. It is technically impossible. The only way to reinstate our account is to separately appeal each violation. But now it is impossible to create cases for most violations as it has already passed a lot of time. There are 12 violations in our Account Health, while only 3 cases are opened now. The remaining 9 violations we simply do not have the technical ability to appeal as cases can not be opened. Thus, the following situation has developed: we cannot upload a plan of action, because there is no "Reactivate your account" button on the account AS WELL AS we cannot appeal each violation separately, since cases in the case log cannot be created technically, it is no longer possible. We tried to send our appeal to the mail of the Amazon team, but we were told that the mail does not accept messages. Thus, there is a situation where we are ready and can fully explain what happened, but Amazon simply does not give us the technical opportunity to appeal.We really ask you to help us and send this complaint to Amazon. We are waiting for Amazon to take actions that will help us appeal the deactivation of our account: the appearance of a button on the account, giving us the opportunity to open cases for ALL violations, or providing us with a valid email for communication that will accept appeals. Thanks.Sincerely, *************************
Business Response
Date: 01/14/2023
Hello,

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

We took these actions because the seller was in violation of our Account Health Rating policy.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges and placed a temporary hold on any funds in their seller account on November 26, 2022. We notified the seller of this decision by email on that day.

The funds in the sellers account are not eligible for transfer until February 24, 2023. The seller can write to ** at **************************************** on or after that date to request a transfer of any funds remaining in their seller account.

Sincerely,
Amazon.ca
Customer Answer
Date: 01/17/2023

Complaint: 18727324

I am rejecting this response because:

We carefully study and read all the performance notifications from Amazon. We are well aware that our account has been deactivated due to suspected intellectual property violations. Amazon comment has nothing to do with what we wrote in the complaint. After all, the problem lies in the mechanism of appealing violations on our account. Since the account is deactivated, it is impossible from a technical point of view to open a case for resolving suspected intellectual property violations, there is no such option. Also, there is no general button on the account for sending an appeal called "Reactivate your account". This means that we cannot upload a general appeal regarding all violations. Then the question arises: how can we reactivate our account if there is no way to appeal each suspected intellectual property violation individually through the case, and there is also no way to upload one general appeal regarding all violations. I attach my appeal to this comment and really hope that Amazon will review and reactivate our account. Or ensure us with a valid mechanism of appealing. This is extremely important for us.

Sincerely,

*************************
Initial Complaint
Date:01/12/2023
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 ordered a Funko Pop that showed in stock on January 8th. I was given a delivery date of January 10. The item went into "final shipping status" on January 9. The item never shipped and never changed status. I was not allowed to cancel the order on their website. I received an email stating there is a delay (no reason given) and there is no delivery date. After chatting with 3 Amazon customer service personnel over 2 days, they admit they don't have the item in stock and they won't cancel the order as it is in "final shipping status" in their system. It's been in that status for FOUR DAYS. Their explanation for how it can be about to ship when Amazon doesn't have the item is that it's an error in their system. The order is still open.They don't have the item in stock and won't cancel the order.
Business Response
Date: 01/23/2023
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 a full refund has already been issued on Friday, January 20, 2023 in the amount of $11.82. You will see the refund in 5 business days. You will also receive an email once the refund is complete from our end.

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.
***********************************
Initial Complaint
Date:01/12/2023
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.
ORDER # ***-6221069-7078663 ORDER # ***-4019464-8533041 ORDER # ***-5247845-1501829 ORDER # ***-1612196-9373866 I got an Amazon Prime account right after ordering these orders. I contacted ***************** and they said they could refund the shipping charges for these orders after they were delivered. I contacted customer service later, and they said the previous representative lied to me and they won't refund the shipping fee. If this were the case, I wouldn't have ordered these. Now they can't be returned or refunded for the shipping. I was really shocked to hear the customer service representative ask me to "understand their limitations" when they apologized for not being able to return my money. What about the previous representative's limitations for lying about my order? Are there no limitations on lying? I've really lost trust in Amazon after this. In the past, they were really good at resolving issues.
Business Response
Date: 01/13/2023
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 understand your concern regarding the shipping charges refund. I'm sorry for the inconvenience caused.

I've checked on it and I can see there are no shipping charges applied on the order except 1 that is Order ID: *******************. This order is sold and shipped by a third party seller. Prime shipping benefits does not apply to all the items sold and fulfilled by sellers but limited to those who offers Prime benefits.

Since the one you have bought is not eligible for Prime delivery, we are unable to refund the shipping charges. All the customers will be charged for shipping on that item including the prime members.

You may contact the seller directly to see if they can refund the shipping charges as exception using the following link however it is not guaranteed. You may also request a return for a refund if you find it not useful to keep the item for the paid charges.

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

I understand this is not what you have expected however I'm sorry, we are unable to refund those valid charges. I've shared the feedback with our team regarding the refund that was promised to you without checking on the order details at first. Our team will take the necessary action to avoid it in future.

I appreciate your cooperation and understanding.

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
*****************************
Customer Answer
Date: 01/15/2023

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:01/12/2023
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.
Purchased two orders from Amazon . Was suppose to be delivered January 10th . One was ***** and other was ***** . Says delivered picture taken by driver and its not my house . Chatted with customer ******************** was told twice would get a refund now being told that after delivery isnt their fault . Never came to my house . Have had issues with 4 deliveries. Spoke to supervisor who said she put coordinates on so wouldnt happen again but has . Pay ***** a month for the service . Picture shows not my house with package other one is my house
Customer Answer
Date: 01/12/2023
Here are the order numbers

112-8884556-0207426

112-3331181-6834624

Business Response
Date: 01/20/2023
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'm sorry that the package says delivered but did not arrive.

I've checked on it and I can see the issue was escalated to our team and they have investigated this matter. Based on the results of our investigation, we aren't able to provide a REPLACEMENT/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."

See ********************************************************************************************* more information.

We are unable to share any further insight or investigation details. Thank you for your understanding and patience.

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:01/12/2023
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.
On Sep 26, 2022, I placed an order (# ***-8124521-9614626) from amazon.com, it was a ********* smartphone. I waited a long time but did not receive it. After several days I was told the item was not able to be shipped with the carrier ECMS amazon chose because there is a battery in it.I ask amazon to resend it, but still shipped by ECMS, still undeliverable. I intent to cancel the order and place a new order, but the price had changed from $354.9(including import fees and shipping cost) to $376.15. I contacted amazon customer ********************, and they told me to place the new order and then they will refund me the price difference. I contacted them several times, they all promised to issue the refund, for example:(ANUJ | **************** Please place the order.We will issue the price difference once the order will be dlivered to you.Please rest assured.)(****** | **************** thanks for waiting...I've checked the details and price difference is $24.67 and please contact us back once the new order marked delivered and then we'll help you with the refund of $24.67 and let me add a note on your order so that you no need to explain it afain)So, I placed a new order #***-1412170-2545008, still shipped by ECMS, undeliverable, I tried again (order # ***-6530212-9234615), this time the item was successfully delivered by DHL. These days, I contacted amazon many times for the refund, but they refused to issue the price difference, they said the earlier customer service representative gave me the wrong information! Amazon made the promise buy did not obey. It is just about $22, but they made me so angry and disappointed.Could you please help me contact them and let them refund me the price difference?Thank you.
Business Response
Date: 01/15/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking I see that the item from order #***-6530212-9234615 was sold by a seller and shipped by Amazon, so we are unable to issue a refund of price difference.

To help you with this, I've issued a $22 promotional certificate to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.

For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:

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

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

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

*******************************
Amazon.com
*****************************
Initial Complaint
Date:01/12/2023
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.
My package as never delivered. That happens. What's unacceptable is the response from Amazon. It is intentionally obtuse, and deliberately time consuming. My package was a secure delivery, with a password required for it to be released in to my custody. The system indicates that it was delivered by being dropped off at my front door. I was at home at the time of the alleged delivery, and there was no delivery. Furthermore their own systems confirm that it should never have been dropped off in the first place. Now they will not replace the scooter or refund the charge without a police report, and not before 45 days after the incident. I am the victim here, both of a thief, and of a failure of the company to adequately deliver the product as agreed. Trying to get this resolved has been so frustrating that I'm fling a BBB complaint.
Business Response
Date: 01/13/2023
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've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to order#***-4644118-2857864.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Upon checking we see the concerned team has received the police report and it is being reviewed. We request you to contact us back using the below link during business hours of the related police department, so that we can help you with further details.

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

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

We appreciate your time and patience in these regards.
Regards,
*********
Initial Complaint
Date:01/12/2023
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.
My Amazon seller account (Merchant Token A3UMFHKJVPOBU3) was deactivated for drop shipping out of policy. My third-party service providers incorrectly advised me to run my business this way and Amazon is asking for a plan of action to be considered for reinstatement. Ive fired my service provider, and I have my own private label brand that I intend to fulfill 100% FBA. I explained this all in my appeal so I dont understand why Amazon isnt considering this a viable plan to prove I am no longer a risk to the platform and to prevent drop shipping out of policy again. Im asking for a fair review; I cant in good conscience believe a reasonable human has reviewed my plan of action.
Business Response
Date: 01/13/2023
Hello,

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

We took these actions because the seller has been in violation of our Code of Conduct policy.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges and placed a temporary hold on any funds in their seller account on October 14, 2022. We notified the seller of this decision by email on that day.

Sincerely,

Amazon.com
Initial Complaint
Date:01/12/2023
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 tried to gain access to my account with no success. For some reason when I put in my password to log in it's asking for a verification code, so once I request it through email nothing is sent. So, I called and asked is there any other way to get this code and customer service have given me the run around like we'll send you an email to resolve the issue. I haven't gotten anything for the last several hours dealing with them today. Yesterday, I received an email, but it wasn't anything to help me.
Business Response
Date: 01/19/2023
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.

We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 19 January, 2023.

For more information on our privacy policy, the customer can search for Privacy Notice on the Amazon shopping website.

Sincerely,

Amazon.com
Initial Complaint
Date:01/12/2023
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 ordered two types of softgels vitamins last week, D3 for $28.41 and biotin $16.12. Order 111-7811644-7595436 $48.32 (two items $42.53 plus 8.5% tax) I received capsules, and also both products were damaged (the plastic safety seals on both bottles were busted). The interior boxes, and exterior shipping boxes were also very damaged. There was NO packing paper nor bubble wrap - they placed the two 3x2x2 boxes inside a 16x6x12 box that was otherwise empty. The outer amazon box was smashed. The interior boxes were dinged. The product inside the bottles was also powder in capsules and the powder was all loose in the bottle. I was told by Amazon we cant refund you for the wrong items sent, unless damaged. I said they were. They sent an email asking for photos which I provided seven within minutes this afternoon. They did not say what photos they wanted except to show the damage. I sent what I thought showed it. I got an email back saying my photos did not match the damaged envelopes in the order. I never mentioned damaged envelopes - only the two types of damaged vitamins. I CALLED to get this straight - repeating for two vitamins and NOT envelopes. I got a rude supervisor who said they determined the damaged wasnt significant and the refund is denied - this differed from earlier: it takes up to 3 days to review. I suspect they didnt look at the photos - heres why: They suggested it might be the kind of photos, so I was shocked when I offered to resend the photos, they said no, we denied your request. I got very upset. These were vitamins sold and shipped by Amazon (not a third party). I called back and the supervisor said I cant see the photos, please resend and when she resent the email for me to respond, I again got only a mention of the envelopes. When I mentioned this, she ended the call and said there was nothing else she could do! I attached one photo of each bottle and one of the empty box that had NO packing.
Business Response
Date: 01/13/2023
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've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to order#***-7811644-7595436.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

After review, we see the information communicated on January 11, 2023 at 10:43 PM (PST) is correct. In order to take action, the photo has to include the shipping label on the package, the damaged item received (damages include broken or crushed bottle), and the condition of the box to be valid. The information can be visible in one photo, or sent as multiple photos. As a reminder we're unable to accept submissions after Friday, 10 February 2023.

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

We appreciate your time and patience in these regards.
Regards,
*********
Customer Answer
Date: 01/13/2023

Complaint: 18726818

I am rejecting this response because: I originally provided the shipping label photo - 3 times in fact - and 2 representatives acknowledge this. I sent in about 15 photos, maybe more over several emails. BBB only allow uploading 3 photos.
The photos I sent showed interior of bottles with loose vitamin powder (these are capsule vitamins - should be NO powder loose - this contaminated the pills and risks a consumers safety!). Also damaged, massive oversized box with zero packing for two tiny glass bottles, the both individual bottle seals broken. I provided quite adequate quote photos. I even have an email acknowledging they are damaged from the last CS rep!

Sincerely,

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

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