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

59,250 total complaints in the last 3 years.
21,744 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/26/2022
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.
I placed an order with amazon.com on Friday, September 23. With my prime shipping, it should have been delivered on Sunday, September 25. I got an email at *********************************************************** front door was not accessible. Neither of those are true - I was home all day. I went online and chatted with Prity. ***** said they would refund me the money as well as a month of my prime membership. On September 26, I still had not received any emails stating my refunds were done so I once again went online and chatted with ****** this time. The refund for the cups went thru fine. However, instead of just issuing me a one month refund. ****** decided to CANCEL my prime membership. When I pointed out the error, they blindly transferred me to ***********, who stated I would have to pay again for Prime. When I said I should not have to, as this was Amazon's error and not mine, they had someone above them call **** could not understand the supposed "supervisor" who called me (*******??) and he refused to spell his name and hung up on **** am sick and tired of being treated this way by amazon. The supposed "customer service" representatives never do what they say they are going to do. And they don't listen, but amazon expects the customer to pay more. I feel as though since I am PAYING for a service, amazon should be fulfilling their end of the agreement and they are failing to do so in epic proportions.
Business Response
Date: 09/27/2022
Hello,

I am Mahendra 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 am sorry for the inconvenience caused to you with the order. I understand your concern and would have felt the same if I were you.

Upon checking the previous conversations with the agents regarding the order cancellation and Prime refund, I see that the refund for the order is processed and I see that on September 26, 2022 Athul from the leadership team has add $20 promotional credit to your account as a token of apology .

The promotional credits which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

And regarding the prime sign we don't have option to activate prime from our end, Hence request you to sign up prime from your end .

To become a member of Amazon Prime and for more information about our various Prime memberships, go to our Sign-up page:

http://www.amazon.com/prime

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.

Mahendra
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/29/2022

Complaint: 18129481

I am rejecting this response because:

Hi,

But once again - heres my problem.

1). I did not ask for this to be canceled. If the representative had bothered to actually READ what I had wrote they would have known that.

2). Why should I have to sign up again and be charged again? First of all, I dont have the extra funds. Second of all, this was amazons error. Not mine. If the representative on Sunday had bothered to follow thru like she PROMISED she would, none of this would have happened.

Once again, Amazon has messed up and once again it is me having to pay extra money. How is that fair or right?

Sincerely,

***************************
Initial Complaint
Date:09/26/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out multiple time in regards of my amazon account getting disabled due to a violation policy. I did not try to make this occur as I have good standing on Amazon and I have had satisfied customers. I would like to ensure that no mistakes or rules will be broken on my end and would like my account reinstated. Thank you
Business Response
Date: 09/29/2022
Greetings from Amazon,

We have reviewed the Seller's *********************** email and we can't identified any seller ID, can you request the seller to provide us the correct email account.
Initial Complaint
Date:09/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made so many requests on getting my account back and resolved and no one has contacted me back. My account on amazon was shut down do to a violation that I did not know of. This is my business and a stream of income that is my job. I would like this resolved asap so I can sell to customers that like buying my products at a great price. I will make sure no violation will be broken as I did not know of this. Thank You
Business Response
Date: 09/28/2022
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on Sept 28, 2022.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 10/12/2022
Hi. My name is ***************************. I am emailing you regarding my complaint about the closure of my Amazon Seller account. My account was deactivated in June of 2022. There was an outstanding balance in my account and my FBA inventory as well. I have appealed for reactivation of my account and also requested for the disbursement of my funds, but I haven't had any response yet. What do I need to submit to make sure that I get my funds and my account back to me. Please let me know and I will provide you with all the information.

Thank-you so much
***** Shamshad

Business Response
Date: 10/16/2022
Hello,
We have reviewed this sellers account and require more information to complete our review.
We have requested the necessary information from the seller via email on 16-Oct-2022.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 10/19/2022

Complaint: 18129354

I am rejecting this response because: I did not receive an email regarding the documentation that I need to submit in order for this complaint to proceed. I receive the message that they need additional information from me, but what additional information is needed is never specified. It would be so helpful if they let me know what I need to submit specifically so that I can get this problem resolved. My account had been deactivated for past months and they sent me an email on 16th October 2022 that it just got deactivated and that I will be able to submit an appeal for disbursement after 90 days when I should have been able to submit that appeal now.

Sincerely,

Dawar Sheikh
Business Response
Date: 10/27/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges. We recently sent a communication to the seller regarding the enforcement on October 16, 2022 with information on why the enforcement was taken.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Initial Complaint
Date:09/26/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order #***-0440700-4399410 July 6 2022:$186.13 1996-2022, Amazon.com **** The machine luminess breeze air system never really worked to begin with, now the system will not turn on or hold a charge? it also will turn on and off by itself? I had made a complaint with luminess on the amazon web site 8/10/22 for the system not working properly through amazon, back and forth they said it was not refundable amazon and luminess said deal with amazon if they are advertising and selling on that website and I'm calling both vendors no one wants to take accountability how do you trust this for the future. I'm now stuck with the foundation I just bought since they sent me the wrong color kit initially. there are 108 no resolving issues and I registered online my breeze. Sold by: LUMINESS Return window closed on Aug 8, 2022 $199.00
Business Response
Date: 10/07/2022
Hello,

I am *********************** from Amazon BBB Escalations Team.

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 am sorry for the inconvenience caused to you with Order ID: *******************. Upon checking the order details, I see that the order was placed on Wednesday, July 6, 2022. As the return window was expired on Expired on August 8, 2022.

As the return window is expired, it's too late for us to make an exception, the quickest way to have this issue resolved is to contact the manufacturer 'Brand: LUMINESS' directly for further help. The manufacturer may require a proof of purchase, such as an invoice, to look into the issue.

You may view and print an invoice for an order from this link:
https://www.amazon.com/gp/css/summary/print.html?orderID=113-0440700-4399410

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

Regards,

***********************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/12/2022

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:09/26/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently got sent to collections for the Legend model, which I bought on Amazon. It says I owe more money, but it was paid in full. It does not say anywhere in the description that I would owe more after buying it. I don't know why I'm sent to collections over this, it's completely paid and I have no remaining debt through them. Either this business is a scam or it has attempted to steal my identity and charge me for things to force me to give them more money. I need this collections rectified from my credit report. I did not purchase anything else and the one purchase I made was paid for. I don't even recognize the card used on the paperwork they sent.
Business Response
Date: 09/28/2022
Hello,

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

I understand your concern regarding the payment issues.

Upon checking, the e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

https://www.amazon.com/gp/help/customer/contact-us

Once we have the details from registered email, we can look into it and help you further.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/26/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Greetings, My seller account was deactivated in error on Amazon (******). My account was deactivated due to related to ********************* seller account. The real owner of ********************* seller account is ********************* *** (contact person - ***************************). ********************* *** was my business partner from November 2018 to August 2019. But I stopped working with ********************* *** a long time ago due to the threat of violating Amazon Policies on their part. I and my company have never been a fan of infringement and have always followed the Amazon Policies. Therefore, I terminated my association with ********************* account in advance so as not to be implicated in violating Amazon Policies. I have always been an honest seller and remain the same. Amazon is ruining my US companys reputation as a seller. The deactivation of my account hit my rating hard. In fact, I have not violated any of Amazon Policies. Amazon's arguments are unfounded. As you can see from the attached documents, I created partnership with ********************* *** on November 27, 2018 (see Partnership Agreement). On August 11, 2019 I notified ********************* *** about termination of our partnership (see Termination Letter). According to Partnership Agreement, I was obliged to notify ********************* *** in advance 3 days before the partnership termination. On August 14, 2019 we conducted a partnership meeting to sign and notarize all the necessary documents to terminate partnership (see Partnership Dissolution Agreement and Protocol of Partnership Dissolution Meeting). But Amazon Support does not show any desire to really look into my problem and clean up the reputation of my company, which Amazon illegally ruined. According to Section 3 of Amazon Services Business Solutions Agreement, Amazon has the right to terminate agreement for one of three reasons. None of these reasons apply to my account. Therefore, I request Amazon Support to reinstate my account. Thank you in advance!
Business Response
Date: 09/27/2022
We have decided to reinstate this account and an email was sent to them informing them of this decision on 9/27/2022.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/26/2022
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.
I ordered a7cu ft. Freezer on August 09, 2022 and $190.51 has been charged to my credit card; however, I have not yet received the freezer. I have tried texting/ emailing Amazon with no response. I have been a customer for years and theyve always found my house before. Their note says it was handed off on Sept. 19 th. Normally they say it was delivered & besides, they take a photo. I want my freezer, if not, a refund. Id hate to lose ********************** as a resource! Whomever accepted a freezer that they know they did not pay for perhaps need some attention!!! Thanks for whatever help you can provide.
Business Response
Date: 10/22/2022
Hello *******,

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

I've reviewed the complaint and understand your concern regarding the Msticker 7 cu. ft. Chest Freezer, Black.

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

I've issued a refund of $190.51 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.

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

Regards,
Pratap
Initial Complaint
Date:09/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a marble coffee table on 9/23 and when it arrived, I noticed multiple dings and scuffs in the wood as well as two whole missing parts (two of the legs)!! I saw that I could contact the manufacturer for help with the missing parts but was very displeased that I paid full price for an item with so many damages and that Id have to contact the manufacturer for the missing pieces. I requested a partial refund. Like other customers, I was informed I would be transferred to the correct department by multiple reps who barely spoke English. I was on hold for 45 min. twice and finally got disconnected. When I asked to speak with a supervisor, she informed me that I could email pics of the damage to them which I did. I also explained the entire situation, including my order #, etc. I got a boiler plate email back saying something to the effect that they were sorry and to please mail the item back. I am disabled and do not have the capability to pack, let alone bring the package downstairs and to the *** store. I informed them of this and again asked for the partial refund. Long story short, I get the same boilerplate email saying please return the item. I am beyond LIVID and am preparing correspondence to the *** (which Im sure wont be read) because I am shocked at the lack of customer service. I now have to ask a family member to take time out of his schedule to come over and help me pack the item. Amazon had agreed to arrange a *********** for the item but informed me that I MUST be home from 10AM - 10PM to hand off the item. I work and cannot do this so I informed them to tell *** this and they said that was MY responsibility. Just RUDE, INCOMPETENT agents and a NIGHTMARE of an experience. Ill be canceling my Prime Membership. Amazon has gone way downhill. And this item wasnt even a third party seller!! UNREAL. Not even an apology or any compensation for this nightmare. UNACCEPTABLE.
Business Response
Date: 09/27/2022
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 Coffee Table, Walnut.

Im sorry for the inconvenience this has caused.

Unfortunately we will not be able to provide a partial refund in this case. However You may return it for a full refund.

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.

Regards,
Pratap
Initial Complaint
Date:09/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered the an IDEALSANXUN Women's High Elastic Waist Maxi Skirt A-line Plaid Winter Warm Flare Long skirts in ************** from Amazon on September 13 2022. I did not like the style, I returned both. These skirts were both dropped off for return at *** store #**** around on a few dates around September 22nd. I looked into my account today Sept 26th and the Coffee colored skirt item showed as never having a return initiated and never returned! If Amazon checked all the items returned to them by me the Coffee color skirt was received by them but they refuse to check all of my tracking numbers and provide me my refund to my original form of payment for the Coffee skirt I returned. I chatted with 3 associates - the first person in chat stated the refund would be issued to my original form of payment today. It was not. Two more chats would not help me. I called, had to be transferred to another person on the phone whom refused to check all five of the tracking numbers before he told me I would not be issued a refund. I then told him to transfer me to someone else whom again did not check all of my tracking numbers before telling me she would not refund me the $34.99 for my item. I feel that Amazon has stolen $34.99 for an item they refuse to locate and refund to **** have an updated app and these are the continued issues I have had with it - - Twice I have initiated a return only to go to my app and find the return was no longer initiated - In the instance of this item, I initiated the return and returned the item to the *** store and it was sent to Amazon only to check in my app that it showed that I did not initiate a return for it and it was never dropped off - so Amazon is refusing to refund me - I requested a return shipping label for a third party item and it always provides an error code and will not send me a shipping label - Frequently I click on an item and it sends me to an entirely different item. I expect $34.99 item for the item return
Business Response
Date: 10/09/2022
Hello ****,

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

I see your concern on the return and have reviewed the return labels issued in detail. We will not be able to issue a refund on this item at this time. I see the "IDEALSANXUN Womens High Elastic Waist Maxi Skirt A-line Plaid Winter Warm Flare Long Skirts - (Small, ***************** on Order ID: *******************.

I share the details page link below.
https://www.amazon.com/dp/B07HRKV4CG

While we see the free prepaid return label issued on the order, we were not able to find the returned items on the processing notes on the labels on this order. We need you to use the correct label corresponding to the item while returning the item. If the wrong label is used, we will need you to reach **************** immediately but cannot guarantee it can be located and/or returned.

I recommend you review the policy help pages in this matter and hope this helps.
https://www.amazon.com/gp/help/customer/display.html?ref_=***************&nodeId=GR2FSVKC9XJRFDRN&qid=1665325152409&sr=1-3

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/12/2022

Complaint: 18128695

I am rejecting this response because: I returned this skirt, I do not have it, I sent it through *** with all of the other items I returned. It was sent to them but they are refusing to refund me for a skirt I paid for and sent back to them. Due to no fault of my own they are refusing to repay me for an item I have returned. This is unacceptable.

Sincerely,

*******************
Initial Complaint
Date:09/26/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Situation: On May 10, there were 4 fraudulent charges to my Amazon account, pulling money from my Amazon balance (from earlier returns). The charges were: $100,$100,$100 and $40 all for the purchase of xbox cards. There were additional fraudulent charges that went to my Credit Card, but my CC company has already reimbursed to me.What I have done: I called Amazon starting May 12. First, they requested that I submit the online form. I submitted the form at least twice, both receiving an email reply stating that no fraud was detected with no way to discuss. I have called multiple times since and spoken with multiple people, but no one can resolve. The call always ends with 'I will have X** contact you back' and no one ever calls. At least 3 senior team members have agreed that Amazon needs to refund the money per Amazon's fraud policy.Multiple people have communicated that Amazon policy does not allow customers to speak with the team who handle issues that involve third party gift card purchases. They can only be reached via the form but my forms have all been rejected or ignored.I need help in getting my $340 refunded to me.
Business Response
Date: 10/19/2022
Hello ***,

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

I am sorry to hear of the account having unauthorized charges on your account and have reviewed the issue in detail. We regret the delay while we reviewed the account but will not be able to request any refunds at this time.

Digital orders for Xbox Gift Card [Digital Code] cannot be refunded at our end once the order is placed as the code is sent almost instantaneously.

In this case, you do have options. I have sent your information over to our investigations team so they can take a look into this for you. In the meanwhile, we recommend you dispute this charge directly with your bank.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/24/2022

Complaint: 18128247

I am rejecting this response because:

When I look at the Amazon fraud policy (https://pay.amazon.com/help/201212450), there is nothing in there that excludes xbox gift cards. It says that at most, I can lose $50 due to fraud.

Furthermore, I can't take this up with my bank because in this instance, Amazon was acting as my bank by holding money that was due to me in an Amazon 'bank' account. Per Amazon stated policy, you MUST return this money to me as I did immediately contact you upon finding the fraud.

Please either refund the money or provide more support for why you can't uphold Amazon policy.

Sincerely,

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

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