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

59,226 total complaints in the last 3 years.
21,665 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:11/17/2022
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.
Case Number: ******** Now, they closed my account without my permission. I tried to contact them, and again, I am geting stonewalled and a runaround. I even tried to contact corporate HDQ and the *** of Amazon, and no response has been received. They don't give a riff.
Business Response
Date: 11/21/2022
Hello ******,

I am Aqeeb 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.

We're sorry for the inconvenience you've had with your account.

I've reviewed your complaint and the account with the email address associated with this complaint is not locked. Unfortunately, I'm unable to locate an account which is on hold.
If you are referring to an account under different email address then I request you to write to us from that email address the exact same subject line.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

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

Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/17/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, Our Amazon selling account was blocked by following reason:Complaint type: Counterfiet ASIN: ********************* Complaint ID: ********** We have provided plan of acitions with all proofs and documentation multiple times but Amazon keep pushing us away with "not enogh information".Our distributors contact information:UBUY:Website: https://www.you-buy.ca/en/Phone: ************** Fax: ************** Dealextreme:Website: https://www.dx.com/Email: *************** Phone: **************** In attachments you may find invoices of the products that were the reason of the block. Please help us to reinstate our selling abilities.
Business Response
Date: 11/20/2022
Hello,

We have decided to reinstate this account and an email was sent to them informing them of this decision on November 20, 2022.

Thanks, Amazon.com Seller Performance

Customer Answer
Date: 12/08/2022
Hello, After successful reactivation of our seller account with your help, Amazon wants us to verify identity and billing documents. we have provided the required documentation and got an answer from Amazon that the bank statement is not verifiable. So we have provided another bank statement from the card that was put to the charging method for Amazon Seller Account and has got declined on verification again. Please help us to pass verification, Amazon Support doesn't help nor explain the reasons, we have called Support and they keep telling us that the investigation is still in process at the same time we can see declined and closed statuses on both verification cases on Amazon Seller Central. Seller Identity Verification Case ID: *********************** Passport and both bank statements are in the attachments

Contact by the business

Business Response
Date: 12/12/2022
Hello from Amazon.com,

We have reviewed the documents that the seller provided, but were unable to complete the verification process.

As a result, the seller account will not be activated.

Why is this happening?

The documents that the seller provided do not meet our policy requirements. We are unable to share further information about this matter.

To learn more about our requirements, review the "Enrollment" section of the Amazon Services Business Solutions Agreement:

https://sellercentral.amazon.com/gp/help/external/G1791?referral=ANNF52FLT15CG_A1W54RA3A6ELL9
Initial Complaint
Date:11/17/2022
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.
Amazon Prime advertises free returns but their policy has changed and returns are no longer free. I attempted to return an item at my local *** dropoff location. The drop-off location informed me that they were not allowed to scan the ** code required to ship. I contacted Amazon chat and was informed that I was no longer allowed to use the *** drop-off location. I had to take the item to a store or to an Amazon Locker for free returns. The community in which I live is ************************************** Amazon Locker. Driving 140 miles to return an item for free is not free. The only option for the item, and I assume all future items, is to pay for *** pickup. The cost for that was $7.99. The item cost was less than $20. Amazon's advertising is false and deceptive. It is also discriminatory toward those living in rural communities or areas that do not have a *** Store or Amazon Locker.
Business Response
Date: 01/19/2023
Hello,

I am 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 am sorry for the inconvenience caused to you with the return of Order ID: *******************. You can return most items sold and fulfilled by Amazon.com in new condition with all original packaging and accessories within 30 days of delivery for a full refund.

Our ********************* guides you through the process and gives you options for a return mailing label:
*************************************

Upon reviewing the order details I see that the refund of $19.80 was issued on your order on Friday, November 18, 2022. The refund usually takes 3-5 business days to reflect on your card statement.

You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,
Pratap
Customer Answer
Date: 01/23/2023

Complaint: 18418894

I am rejecting this response because I was not requesting a refund. I was requesting that Amazon be transparent about its return policy. It is not. Amazon says that it provides "free returns" for items that free only if returned to a certified *** store. There is often a charge to use a *** drop-off location. People who do not live near a *** store, who must use a Drop-off location, are charged a fee. So, Amazon's claim for free returns is untrue. My request is that they clarify which items require this extra charge.

Sincerely,

***********************
Business Response
Date: 02/07/2023
Hello,

I am 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 understand your concern regarding the return charges.

There was a change to our Return Policy and *** Pick-up returns are now charged $7.99/$11.99 for all return reasons. Free returns is no longer available through *** Pick-up option, Instead you can choose free drop off options such as Whole Foods Market, Kohls, Amazon no-box, no-label, etc.

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:11/17/2022
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.
Dear BBB,I kindly ask you to forward attached document to Amazon.com for reviewing.I have called Amazon Account Health Team multiple times and its specialists provided me with different information:-one of them said that I can appeal, but I have no chance of recovering my account;-another said that none of my appeals [ Plan of Actions] were even considered.My first appeal [POA] was sent on the 8th of September, 2022 and since this date I have NOT still received any response. Also, on Account Health page I see that my POA is in progress.To be honest, I do not understand what to do and what information to trust: the one that I see on the Account Health page or the one that I hear from Account Health Team's specialists.I hope the attached POA will be sent to the competent Amazon Team and I will receive a response based on the results of reviewing my POA.Sincerely,*****************
Business Response
Date: 11/20/2022
Hello,
We have reviewed this Sellers account and are unable to reinstate the Seller, as they have been identified as a Bad Actor. Final wording has already been sent.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:11/17/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for Whole Foods delivery. The driver was unable to deliver my order - according to customer service my items were not loaded into the delivery vehicle. I was offered an alternate delivery time that was not convenient, so I accepted the offer of a refund. I was charged $127.57, but am only being refunded $113.21. I called customer service and was told to I would only be refunded $113.21 and to dispute the difference with my bank. This is unacceptable. They cannot charge me, not deliver, then keep some of my money. SHAME on Amazon. I want a FULL refund - immediately.
Business Response
Date: 11/19/2022
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've reviewed your request regarding the whole food delivery order.

I can see that we have authorized a payment of $127.57 however when processing the order, the order value reduced to $113.21 hence the difference authorization of $14.36 was already released to your card on Nov 16. Generally the authorization will reflect back on your account within 48 hrs however this timeline varies from bank to bank.

I request you to please contact the card issuing bank to inquire about this refund of the difference authorized amount that is $14.36. The bank will be able to check and help you on this issue. Regarding the other refund, we have received payment of $113.21 and refunded the same on Wednesday, November 16, 2022 7:43:09 PM PST for this order which should reflect back in 3-5 business days on your account.

I appreciate your understanding and patience.

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
Customer Answer
Date: 11/19/2022

Better Business Bureau:
?Hello! I already spoke with a wonderful person at Amazon who fixed this issue. Contacting my bank is burdensome and I shouldnt have to do that. I was available for my grocery delivery. I received a text that the driver was unable to deliver my items. I called to inquire and was told Whole Foods neglected to load my groceries into the drivers vehicle. I was offered an alternate delivery window of 9pm-10pm, which was not convenient as I needed to prepare a meal for my family. So I cancelled the order. I was charged $127.57, but offered a refund of $113.21 because I was not refunded for delivery and other fees, which was unacceptable. Fortunately, a rep at Amazon understood and fixed the issue without me having to contact my bank!! She was awesome!
Initial Complaint
Date:11/17/2022
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.
Amazon sold me a product. The Amazon drivers lack the ability to follow delivery instructions and, when they fail to do their job, the packages are stolen or thrown away by the mail office at my complex. Amazon refuses to deal with their problem and they blame the shipper to skirt responsibility.
Business Response
Date: 11/19/2022
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'm sorry for the bad experience you had with our delivery.

I request you to please help us with the order# or item(s) where you had these issues, I'll get this checked and help you right away once the details are received.

Looking forward to get the details.

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
Customer Answer
Date: 11/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, which was received prior to this BBB response. This complaint has been resolved.
Sincerely,

*******************
Initial Complaint
Date:11/17/2022
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.
On 10/27/2022 I ordered a set of mirrored night stands from Amazon. I canceled the order resulting in a full refund for $466.38 in **** business days. The refund was never returned to my bank account. After checking with the bank multiple times the bank informed me to contact Amazon again. After contacting Amazon Im being instructed to contact the bank. Im getting the run around. I dont know who to believe nor did I receive the $466.38. Id like my refund back. Can you guys please help me?
Business Response
Date: 11/18/2022
Hello,
I'm ********* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your email and completely understand your standpoint with regards to Authorization hold for Mirrored End Table.
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 the details we see that the card was Authorized on Thursday, October 27, 2022 for $466.38, which is the date of order and as per the confirmation email sent on October 30 the order was cancelled including the Authorization.
Our records show the Authorization cancellation date as Sunday, October 30, 2022 for $466.38.
When you place an order, your bank places an authorization hold on the funds, but the charge is not fully processed until the order ships.
This authorization hold *** show even after the order ships or is cancelled. Most authorizations will be removed within 10 business days.
I do understand that you've checked with the bank for refund status, however I can confirm that Authorization stands cancelled from our end.
The bank would be in the best position to help you with the status and they can tell you why funds on your account *** be unavailable and clarify how long they hold payment authorizations for online orders.
Thanks for your patience and understanding in this regard.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
*********.
Initial Complaint
Date:11/17/2022
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 am writing to you about a problem I have been having for some time with Amazon and it is about the deactivation of my store, which was not a deactivation, but the disappearance of my store from all marketplaces done on February 17 along with the withholding of my funds for over 90 days, the message they sent me about the funds was as follows."After 90 days from this notification, you can separately request a disbursement of funds by contacting [email protected]".I have sent many appeals without receiving a response and have sent all the information they ask for, which makes me feel distrustful of Amazon because my money is being affected. I have tried to communicate by other means and received the following response. "We are unable to provide any additional information about your case. Please check your email inbox for the above communication from Amazon".In short, I have received no response from Amazon to my appeals about the disappearance of my store from the existing marketplaces. I am turning to you to find a solution as I have exhausted all attempts with Amazon.
Business Response
Date: 11/22/2022
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 22 November 2022.

Sincerely,
Amazon - Seller Performance.

Best regards,
Amazon.com
Initial Complaint
Date:11/17/2022
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.
My store disappeared on two occasions from all marketplaces in less than 3 months, they helped me the first time they took away all my permissions, but the second time it happened and I still do not know the reason why they took away all my permissions, they have completely ignored me, they removed my sales permissions on February 28th and to date after having appealed repeatedly I have not received any information in response to my requests or doubts.I have communicated by different means, such as: Gmail: Without receiving answers.case logs: (https://sellercentral.amazon.com/cu/help/contact-us) with automatic answers saying the same thing in all case logs. Calls to Amazon: No accurate answers as to why they removed my permissions or documents that I should attach.Twitter: I received the following response (We have reviewed the case with the right team and confirmed an accurate decision was given) I was not satisfied with the answer and asked in more detail and so far I have not received any response. My only hope at this point is to get help from you as I have been told that effectiveness and help from you are the best to turn to. I am hoping that you can help me get my Amazon account back, as my money is being affected as well because my funds are withheld. If required, I can attach orders sent and delivered satisfactorily to prove the authenticity of my business. Thank you.
Business Response
Date: 11/20/2022
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 11/20/2022.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:11/17/2022
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 want to express my disagreement with the Amazon team due to a problem that has not yet been resolved, which is the following: Amazon removed my selling permissions for the ** marketplace to which I made many appeals waiting for answers, Amazon officials took months to respond to my appeals.By the time my store was reinstated, they sent me a message on May 22 that said "Thank you for your submission. Your submission has been reviewed and your account has been reactivated" by the time this message arrived I proceeded to do a review and unfortunately I still did not have permissions in the US marketplace and I can prove it, you can contact me and I will provide you with that information if requested. I am writing to you because I have contacted Amazon several times by phone, mail, and ******* without receiving any response to help me.Your assistance would be greatly appreciated.
Business Response
Date: 11/19/2022
Greetings from Amazon Services,

I understand that the seller contacted us regarding Account Permission for US MP that was removed.

Based from my research, I see that the seller is correct. The account was reinstated 05/22/2022, 9:23:04 PM PST as it is currently showing Normal on our end.

However, due to account dormancy/inactivity from the date the account was reinstated, the account was terminated.

This termination happened 07/11/2022, 1:55:55 AM PST.

As the account termination happened couple of months ago and as it was due to Dormancy, the only path forward that the seller has it to create a new account.

I recognize that this is not the result that the seller is hoping for, but rest assured that I did my best to provide the seller with the correct information based on our current policies.

Thank you and God bless.

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