Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,253 total complaints in the last 3 years.
21,757 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:01/09/2023
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.
Bought a video card, turned out I didn't need it and so I returned it. Apparently at some point, it got either stolen or swapped in transit and now Amazon is telling me I'm out money for something that isn't my fault or something I have nothing to do with.
Business Response
Date: 01/12/2023
Hello *******,

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

I've reviewed the complaint and understand your concern regarding the refund for the returned item ZOTAC Gaming GeForce RTXTM **** Ti Twin Edge OC *** 8GB GDDR6 256-bit 14 Gbps PCIE 4.0 Gaming Graphics Card, IceStorm 2.0 Advanced Cooling, Active Fan

We have received an updated from the return center that your return for the order 111-3365844-6369056 contained different Unit instead of the original ZOTAC Gaming GeForce RTXTM **** Ti Twin Edge OC *** 8GB GDDR6 256-bit 14 Gbps PCIE 4.0 Gaming Graphics Card, IceStorm 2.0 Advanced Cooling, Active Fan.

As per our records, the package was delivered in good condition and the correct item was in the package when it left our fulfillment center.

While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct.

We cannot issue a refund for this order until we receive the correct item. Please return the correct item to us if you would like a refund.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

Customer Answer
Date: 01/19/2023

Complaint: 18707352

I am rejecting this response because:
I DID ship back the same card. I've asked you MULTIPLE times for proof, photos, and a log of confirmation of the return process. You keep talking about the shipping process, but that does NOT account for the return process in-between. And this is before the fact that you refuse to answer ANY questions I have, and literally said you refuse to answer anymore emails. Should I attach the screen captures of said emails?
Sincerely,

*********************************
Initial Complaint
Date:01/09/2023
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 Better Business Bureau,My name is *********************. I am an Amazon third party seller. I have been operating my Amazon store legally. On November 5, 2022, I was suddenly unable to log into my account. I received an email from Amazon telling me: Your Amazon seller account has been deactivated in accordance with section 3 of Amazon Business Solutions Agreement. We have taken this measure because we are unable to verify the credit card on file in your account.I don't know why Amazon suddenly disabled my account. I believe Amazon has made a mistake. I will provide evidence that I am authorized to use the credit card on file. I hope Amazon will review my information and restore my account as soon as possible!I request Amazon relevant review team to reactivate my account, I have not violated Amazon's regulations. I have been operating my store according to Amazon's rules, and the sales of my store are also growing steadily. I am committed to being an Amazon seller who can provide the best service to customers. Please review and restore my account! Thank you!My Amazon account email: ******************** Looking forward to your early reply!*********************
Business Response
Date: 02/02/2023
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Amazon.com
Initial Complaint
Date:01/09/2023
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 been a amazon prime customer for so long now and I been buying stuff, every time I buy a item on Amazon they made me send in my billing statement, which I have every time cause they will lock my account up until I do send in my billing statement to prove I own the card. This time I try to order a Delta gift card and Amazon locked my account again and asked me to send over my billing statement. I done that and they still refuse to unlock my account, they then also asked me to provide a utilities bills to prove my address, I sent them my xcel energy bill and they still saying they can't verify it is me. I feel Amazon is violation their term of terms of service and treating me unfairly. I have done all they asked all in the past and even now, but they just give me the run around of they can't verify it is me, yet it is the same name, address and phone number for the past year.
Business Response
Date: 01/17/2023
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 2023-01-04
Initial Complaint
Date:01/09/2023
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.
Amezon will now not let you cancel items before they are shipped. They put a hold on my money for item and it sat there. I went and asked to cancel order, they said sorry it's shipping soon..then I asked why they took payment if not shipped yet and why I can't cancel? I was told payment doesn't get made until it ships. This was a lie as NOW after I requested it be canceled it was shipped and they had my money entire time. Amezon NEVER used to do this stuff. I am canceling my Prime membership as this was 2nd time in 2 weeks I was lied to by them about my money and not being able to cancel BEFORE shipping.
Business Response
Date: 01/12/2023
Hello ***,

I'm Pratap 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 the complaint and understand your concern regarding the order cancellation for Black+****** CM1160B 12-**************** Coffee Maker, Black/Stainless Steel.

Upon checking I see that the order could't be cancelled as It had entered the advance shipping stages. You were charged for this item as the item was in shipping soon phase.

You may request for cancellation by contacting the carrier or refuse the item at the time of delivery, complete refund will be processed once the item is cancelled and returned back to us.

Your patience and understanding are greatly appreciated.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
Pratap
Initial Complaint
Date:01/09/2023
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,Good Day! My name is *********************, the proprietor of the Amazon seller account, Hyfair and Living. I'd like to file a complaint against Amazon for deactivating my account without responding to several appeals I sent to have my seller account reinstated.To give you a little context, my Amazon seller account was deactivated for almost three years for inauthenticity issues. There were complaints and Amazon tagged my listing as inauthentic. I would like to point out that these ASINs (B07VBKGT7M, B003H9LXNE, and B00HWAY7XM) were NEVER SOLD, and I made ZERO SALES during that time. No items were sent out to any buyer because no one purchased this. This can be seen on our seller accounts Manage Orders section. It is clear that the complainant filed a Fraudulent counterfeit sales allegation where no sale was made. Without a purchase and evaluation of our inventory, it is impossible to determine that our inventory is counterfeit. However, we do want to explain that when we are accused of selling Counterfeit items without a test buy it is not true. We sourced our items from a liquidation supplier this is the reason why we cannot give a proper invoice for now. We have already partnered with ******************, a well-known wholesale supplier. We already deleted our listings and sent numerous appeals to Amazon to demonstrate that we are in compliance. We do hope that by filing this complaint, we can draw Amazon's attention to my appeal, allowing them to review and assess it, and hopefully reinstate my account. I eagerly await your positive response on this matter. Thank you for your assistance in resolving this matter. Please do not hesitate to contact me if you have any questions.Best regards,**************************** & Living ************************ **********
Business Response
Date: 01/10/2023
Hello,
We have reviewed the sellers account and we are unable to reinstate their selling privileges.
We are unable to provide information on our investigation methods.
Thank you
Initial Complaint
Date:01/09/2023
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.
We are paying for Amazon Prime 2 day delivery, but our average order deliver is not at least 5 days.This is not acceptable. Amazon's service has gone downhill. We used to get all of our deliveries within 2 days, but now the vast majority are taking 5 or more days.Why are we paying for Amazon Prime if our deliveries are taking 5 or more days?I would like the following:1. A refund for the purchase of our Prime account 2. For deliveries to once again start coming in 2 or less days.
Business Response
Date: 01/11/2023
Hello Yra,

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

I've reviewed the complaint and understand that you did not receive the item The Essential Mattress by Layla * 9 in * CertiPUR-US Certified Memory Foam.

I apologize for the inconvenience that you've experienced in this case.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that the items haven't been delivered to you. Lost shipments are inconvenient for you and costly for Amazon.

We need a completed and validated police report to research further on this issue.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state and include the following:

- The delivery address regarding this incident.


- The items were delivered according to the carrier tracking.


- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.


- The date the report was created.

Were unable to accept Police Reports that are in pending or any other incomplete status. The Police Report must be filed before 45 DAYS AFTER THE DELIVERY DATE and provided in English or Spanish to be considered for review.
Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Please contact us back during police department office hours.

Please note: to assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened.

We will happily cooperate with the police as part of any investigation.

Thank you for your understanding.

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

Regards,
Pratap.

Customer Answer
Date: 01/18/2023

Complaint: 18707143

I am rejecting this response because:

This response is to the WRONG PERSON!!!

You literally responded to someone else.

This is not my complaint. You responded to someone with a completely different name.

Please respond to my complaint.

Sincerely,

*************************
Business Response
Date: 01/29/2023
Hello,

I'm Pratap from Amazon.com. I'm writing in response to a complaint filed on your behalf by the better business bureau BBB.

I've reviewed the complaint and understand your concern regarding Prime two day shipping and extended delivery dates.

I apologies for any inconvenience caused to you in this case.

Were sorry for any misunderstanding. In general, most items eligible for free shipping are also eligible for Amazon Prime shipping benefits, but only if the item and the shipping address match the eligibility requirements specified in the Amazon Prime Terms & Conditions (*********************************************************). If an item isn't readily available, shipping selections may reduce shipping transit time, but won't impact how long it takes us to obtain the item or prepare it for shipment.

Products eligible for Amazon Prime will be designated with the blue Prime logo in your search results, on the product page, in the order pipeline, and at check-out. Our delivery estimates are based on item availability, the quantity ordered, and selected delivery speed. The most up-to-date delivery date for an item will be displayed during checkout.

Some Amazon.com products are excluded; for example, oversize or heavy items, items regulated as hazardous materials, and other items with special shipping characteristics. Some products sold and shipped by sellers also do not qualify for Prime shipping.

Amazon Prime shipping benefits apply to eligible items shipped to addresses in *****************, APO/FPO addresses with **** ZIP codes, and ***********.

More information about Amazon Prime is available on our Help pages:

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

We look forward to seeing you again soon.

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

Complaint: 18707143

I am rejecting this response because:

You clearly did NOT read my complaint.

The AMAZON PRIME items that I order are taking way more than 1-2 days to arrive.

Why am I paying for Amazon Prime service when the Amazon Prime products take 4-7 days to arrive???

Sincerely,

*************************
Initial Complaint
Date:01/09/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a scooter from Amazon on September 11. Order #***-6716157-0217031. We successfully processed the return on the last day we were able to, Oct 13, 2022 (otherwise if the return window expired, I wouldn't have been able to do so) and the item was picked-up by *** the next day on October 14, 2022 (the only option given). As it's an expensive item, I tracked the return and followed up with customer service in a few weeks (Nov 19) when I saw that the scooter was still showing as delivered to the "loading dock" and had not received an email from acknowledging the return. That representative told me to wait and try back later.It wasn't until November 28th that I finally got an email acknowledging that they received the item and issued my refund. However, the refund was short $179.38 of what I paid ($797.11 vs $976.49). Usually these emails are sent when the warehouse receives the item. I have talked to at least 10 different representatives over the last several months (most recently on Jan 4th, 2023) and have been told different reasons for the restocking amount taken (e.g, I returned it past the return window, I returned it in unsellable condition, I returned it damaged, etc.), In the many hours on the phone with Amazon, my case was escalated several times, up to the "account specialist" team, with the last person I spoke with telling me her superiors "do not speak to customers" on the phone. I believe that the loading dock didn't scan my return until late November so it was recorded as late and I was charged a restocking fee, when I, in fact, returned it on time. I do not know why the warehouse would have marked it as in unsellable, damaged, condition as we returned it in excellent condition. In my 10+ years of being an Amazon Prime member I have never had to deal with such a disappointing experience and am respectfully requesting Amazon refund me the $179.38 to close this matter.Regards,******
Business Response
Date: 01/11/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the restocking fees for Order ID: *******************.

I've issued a refund of $179.38 as an one time exception to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 01/18/2023

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:01/08/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Pascha Dark Chocolate $99.95 on 12/9/22. On 12/19, *********** brought to my attention Consumer Reports investigated 28 brands, this Pascha was one of them. It was found to have 68% Lead, + 243% Cadmium poisonous heavy metals in this EXACT product. I asked ********************** reps: ***** *******, ************* to put forth my disgust & request for a full refund. I was incompetently dealt with as you refunded the wrong product but always promised that **********************'s "A-Z return guarantee" would help me & that I had nothing to worry about. ********************** reps told me repeatedly you had my back as a customer! Even after **** talked to this seller to set up the refund process, she assured me, PROMISED me the seller would set up the *** pick-up & after seller gets their item back, I'd get my refund. I hung up understanding WITHOUT any doubt, this seller was going to do as **** promised. He reneged on the agreement or your rep lied to me!I want a full refund for the amount of that purchase. That's what your reps told me they would do for me. It seemed that after 4 different ********************** ***** ********************** was getting tired of ********** wasn't even listening as I had to keep repeating myself. Very unprofessional telephone reps representing a company I now realize doesn't care about their customer--only their bottom line.Full refund. For just having to deal with your horrible, screwed up "customer service" ****** I should be refunded!! Enah hung up on me after keeping me on hold for several minutes!, had my number, but never even tried to call me back. And after all I had been through buying via **********************?!!********************** obviously only cares about their profits--NOT about making their customers happy.
Business Response
Date: 01/12/2023
Hello,

Thank you for taking the time to provide us with additional information regarding your claim on order 111-8731943-1678606. Upon further review, we have decided to reverse our original decision and ***** the claim in your favor. On this order, you have now received a total refund of $99.95 back to your original payment method.
Sincerely,
Amazon
Customer Answer
Date: 01/12/2023

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:01/08/2023
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 have been an Amazon Prime member for nearly a decade. As of Jan 1st, 2023 I had received a notification that my account had been subject to a data breech. However, when I went to sign in to change my password, it made me create a whole new account. I have learned that my account was deleted. **************** has informed me that there is nothing they can do to restore my missing account/funds/prescriptions/assets AND that a fraud alert has been placed on my account preventing anyone from accepting further information about it. This has resulted in the immediate loss of my membership renewal fee which had been credited back to the defunct account and 800+ Kindle/Audible/ComiXology books. If nothing can be done, and they insist there is no one I can talk to, I would at least like financial compensation for my years worth of losses. I have turned to BBB because I have reached a point where I can find no other Amazon customer service resources to contact.
Business Response
Date: 01/11/2023
Hello Madisson,

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

I've reviewed the complaint and understand your concern regarding the deletion of your Amazon.com account.

Upon checking I see that you had requested for Closure of Your Amazon ** Account, Hence your Amazon.com was also closed as requesting the permanent closure of your Amazon account and the deletion of your data on any Amazon site, youll lose access to all of the products and services across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password), such as international Amazon sites (e.g. amazon.co.**, amazon.fr, amazon.com.mx), Audible, etc.

Once your account is closed, it is no longer accessible by you or anyone else, and it cannot be restored. If you decide later that you want to start ordering from us again, or if you would like to use website features that require an account, you'll need to create a new account.

I've included below the link for Request the Closure of Your Account and the Deletion of Your Personal Information.

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

Here is the link What Happens When I Close My Account?

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

Thank you for your understanding.

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

Regards,
Pratap
Initial Complaint
Date:01/08/2023
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 kdp amazon account was closed unlawfully, I didn't violate any of the above stated crime consciously so I need my account to be reviewed and reopened, so as to continue to use their services
Business Response
Date: 01/13/2023
On 01/05/2023, ************************ account was closed due to multiple Content Guidelines violations found in its publishing Catalog. The publisher sent an appeal on 01/06 and this appeal was reviewed by the Executive Customer Relations team, we confirmed the violations found in the Catalog were correct. Therefore, the termination decision will be upheld. We reached out to ******************** on 01/13 informing him about this decision."
Customer Answer
Date: 01/13/2023

Complaint: 18706976

I am rejecting this response because:

Sincerely,

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

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