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

59,335 total complaints in the last 3 years.
21,801 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:12/30/2022
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 am *********************************** Boina. I have an Amazon Seller account which I started last October 2021. I have been operating and selling at Amazon Marketplace for only seven (7) months until Amazon suspended my account last 7 May 2022. I want to give your office an overview of my account status to help you understand my dispute and hopefully help me negotiate with Amazon to reactivate my account. We are operating and using a dropshipping model on our business, as per Amazon policies and guidelines, this is deemed acceptable as long as we can guarantee that only our name is identified on all our items, unfortunately, in our recent transaction, our team failed to do a thorough quality check on the items before they were shipped to our customers, which triggered our current policy suspension on Seller Policy and Seller Code of Conduct and Dropshipping Policy. We are proactively sending our appeals to help reactivate our account and improve our store operations. From the start of my business, my team and I can guarantee that we have always been abiding by the policies and guidelines of the Marketplace. We are asking your office to help us negotiate with Amazon to reactivate our account to continue selling on the platform because this is my only way of generating income. I hope that you can back up my business to reach out to Amazon and persuade them to give us another chance to be part of the Amazon marketplace again. Thank you for the time to read my request!
Business Response
Date: 01/02/2023
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 1/2/2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:12/30/2022
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.
ORDER # ***-9047480-5181048, seller never shipped the item. Requested that seller cancel order and Amazon reported that the seller has been dropped from Amazon marketplace. I didn't even realize this was not a Prime order due to misleading web layout. Please just cancel the order and refund. Also please provide an extra courtesy credit for the hassle.
Business Response
Date: 12/31/2022
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 delay in the delivery of your purchase of the **************** Game" on Order ID: *******************; I have reviewed the order in detail. While we see your concern with the delivery date, we are not able to cancel and/or issue a refund at this time.

This was placed with a third party seller, NESTIFENTESTI, they handle their own shipping, handling and returns. The seller can be reached using their contact page and show active on the home page. I am sharing the link below.
***********************************************************;

The order was placed Monday, December 12, 2022 and has an estimated delivery window of Wednesday, January 4, 2023 - Wednesday, January 25, 2023, we would request you to wait for the delivery date to pass, in case the delivery cannot be received on or before January 28th, 2023 or so, please reach the seller on the issue else you could contact us for assistance filing a claim.

I see there were several contacts with the seller asking them to cancel the order and refund. We appreciate your patience while we await a response.

Information about A-to-z Guarantee claims, including processing times, can be found here:
********************************************************;

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 ****************
Customer Answer
Date: 01/06/2023

Complaint: 18664929

I am rejecting this response because this is unacceptable. The seller didn't ship the item and Amazon reported that this seller has been removed from Amazon's marketplace. Amazon needs to provide immediately a refund and cancel the order.

Sincerely,

***********************
Initial Complaint
Date:12/30/2022
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 11/11/2022 I ordered a dining table, the item was damaged in transit. I returned the item 11/25/2022 and it was received by Amazon on 11/29/2022. I have yet to recieve my $531.51 from Amazon. When I first inquired I was told it takes 30 days to process a high value return. When I contacted at 31 days I was not only told I couldnt get a refund without completing a survey but I was hung up on when I raised concern about my funds being held hostage for a review on their process for future customers. I want my money refunded asap as Im not only out the money but I also have no product. Order: 113-8164833-2749052
Business Response
Date: 01/05/2023
Hello,

I'm Harasankar 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 and escalated the issue to the concerned department.

After thorough review they've issue a full refund of $531.51 to the original payment method on Saturday, December 31, 2022

Refunds typically gets processed within 3-5 business days from the issue date.

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

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

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:12/30/2022
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.
Date of order 12-27-22 Order 112-5682256-8559431 $56.55 (2 items)Per website will be delivered 12-29-22 by 10:00pm.On 12/29/22 2:40 PM Package delivered near the front door or porch.Colton, US However it was not the correct house, I even walked around my neighbors house to see if they make a mistake and left it in their house. I called Amazon customer service spoke with a lady that only gave me 2 resolutions a complete refund or a replacement and a refund. However the replacement would be here until 1/6/23 which is too long to wait because I need it before, I explain that her solutions were not viable options for me that I wanted to speak with a supervisor. She transferred me to **** (a supervisor) and he look at the account and said no problem I will make sure you get your packages no later than today 12/29 or tomorrow 12/30. I asked if they could instead be delivered to Amazon locker place instead to make sure that they dont make a mistake again, he assured me that it was impossible to change the delivery address and he would assure that that he would put notes so that they double check the address before delivery. He even went as fast as saying that the driver would call me to make sure its the right address. Today 12/30 I called to check up on the order and they said that theres nothing on file that they would deliver the packages again and that they only solution again was a refund or a replacement that would be available 1/8/23. At this point we are going in circles and asked him if he could investigate who I spoke with because its ridiculous that they make mistakes and then make promises that are false.
Business Response
Date: 01/12/2023
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'm sorry to hear that you havent received your packages from order #***-5682256-8559431. And I'm sorry for the service you received by the customer service team.

Upon reviewing the order details I see that the refund of $56.55 has been processed to your gift card balance and confirmation email was sent to you on Saturday, December 31, 2022 at 1:52 PM (PST).

The refund amount was already used on your recent orders placed on Monday, January 2, 2023 on order id:- *******************.

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,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/30/2022
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.
On or around 11/1/2023, Amazon Music completely changed the way their music service operates. While this is entirely within their purview to do so, my major complaint is with music we have purchased in the past via the service. Prior to this, I was able to play specific music which I owned directly in any manner I saw fit. For example, back in 2014 I purchased the entire digital version of Weird Als Mandatory Fun album. Prior to this change I was able to play any music from that album, in any order or manner I saw fit, whether it was shuffling the whole album, or playing it in order as indicated, or individual songs. However, now when I request to play this album, which I still own, Amazon Music will only shuffle it and include related music, which I have no intention of listing to. I can no longer play that album on demand, or shuffle just the music within that album, via any Amazon device or through any Amazon application, apparently. After speaking with customer service for **********************, I have confirmed this limitation which I think is completely unacceptable on Amazons part. When I purchased the music originally I did so with the understanding that I would be able to play it, on any Amazon device, on-demand via streaming or download it to said device as necessary. Many devices do not even support download, and only operate on-demand (such as our ***** speakers, or TV Amazon Music applications). This is not the case for other music streaming services (for example iTunes, for purchased music), or even Amazon Video (for any purchased movies), or Amazon Kindle (for purchased books). Neither of those services prevent you from accessing purchased content, on demand and as preferred. Only Amazon Music now prevents its customers from accessing their purchased content on-demand, unless you subscribe to Amazon Music Unlimited (which then offers the whole catalog of music on-demand). We should not have to pay a subscription to access already purchased music.
Business Response
Date: 01/12/2023
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'm sorry for the inconvenience caused due to the Amazon ************** I can understand how bad you felt in that situation due the service you received. I would have felt the same in such situation.

Upon working with the concern team, you are trying to play most of your music is pulling the requested songs from Music Unlimited catalog instead of your library.

Most of the songs you are requesting are listed as 'Prime Music Track' instead of 'Owned', including the songs from the provided album "Mandatory Fun".

When requesting songs from Prime Music, they will come with the shuffle feature turned on. This is why you are not getting the requested songs and getting songs from additional artists.

To rectify this issue, you can be more specific with the song requests. For example, ******* play [selected title] from my library/media/music".

Songs played on the Music Unlimited app should also be selected from the Library tab. This will make sure that the music requested is pulled from your purchased music library.

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,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/30/2022
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 problem started off with me having $10 on my Amazon account and then adding another $50 Amazon gift card that I got for Christmas totaling to $60 on my Amazon account. Then I added $15 with my cashapp card, making my account have $75 on the account. When I tried to adding more money with my **************** gift card I got for Christmas, I was locked out of my account for suspicious activity. I was told to give them proof of ownership of the gift card but all I had was a pictures of the card in my hand and no receipt as what they were asking. I called and emailed many times, waiting days being told that my account will be resolved but it never was. I got a email today (12/30/22) being told that my account was going to be closed but I wanted it not to be because I have had $75 on the account and I needed that money back. I informed them that it was a gift card I got for Christmas and me nor the person who gave it to me had the receipt, and they declined to give me a resolution.
Business Response
Date: 01/11/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Initial Complaint
Date:12/30/2022
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.
I've ordered an item that never arrived through the Amazon Vine program, Order# ***-1045952-5467463, and was ordered on December 14, 2022. There were various delay in delivery until one day Amazon changed it to Undeliverable. The Amazon Vine program is a program that selected users are given the opportunity to join, and in which gives users items for "free" to test out and give reviews after. While it doesn't cost anything to order, users do have to pay taxes at the end of the year since the accrued Fair Market Value prices of the items are considered earned income. So when my item was deemed Undeliverable, I asked to be given a replacement. I was told that there was no replacement option available, which is understandable. I only ask that the item be removed from my Vine Account as I don't want to have to pay taxes for something I've never received. The Fair Market Value of the item was considered to be $179.99, which means I'll have to pay at least 10% of that or more depending on my tax brackets.I started chat with Amazon CSR, then was transferred to a phone call where they literally put me on hold for over 18 minutes before I was mysteriously disconnected. I've had enough.As stated before, I understand that things happen and deliveries fail and no replacement can be given on limited stock items. However, I don't want to bear the costs of these items that I never received or was damaged but weren't replaceable. I have complained to Amazon before on previous items but was ignored so I finally had enough that I have to complain to the BBB. This is not the only instance, as there were previous items as well. Vine users, like myself agree to pay taxes and leave reviews for items, but not if we don't ever receive them, or that we get defective items with no replacements, and even if we return the items, we still get dinged with the taxes since they remained as delivered on our Vine accounts.
Business Response
Date: 03/11/2023
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'm sorry for the inconvenience caused due to order 113-1045952-5467463 lost.

Upon reviewing I see that you are referring to the Amazon vine program and tax related.

I agree that it took long time to get resolved due to the delay in investigation and process.

Based on the investigation, order was cancelled in 2022 so this is not part of the 2022 taxable amount.

Im also including the *** from the Vine Help page to reference if you need.

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

Does the total value change if I have to cancel an order because I cant review it?
Yes, if you have to cancel a Vine order because you cant review it due to a defective or damaged item, then we may deduct the value of that item from your Vine account when the cancellation occurs. If you order and cancel an item in the same year, the two transactions will zero each other out.

If it is cancelled in the following year, then the adjustment will be reflected in that years itemized report. If you order a Vine item in 2021 and cancel in 2022, then the adjustment or negative value will be in the 2022 aggregated total.

Please feel free to contact us directly by replying to *********************************************** 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,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 03/11/2023

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,

*** Tu Vo
Initial Complaint
Date:12/30/2022
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 purchased an item on Amazon on 12/29/23 and was slated for delivery on 12/30/23. However, the package delivery window got pushed back several hours and is supposed to be delivered ****pm which is absolutely too late. In the past when this happens i just cancel the order and there is no issue. However, today the website and after speaking to a supervisor they told me they are not able too. When questioned as to why they were able to in past instances under the exact same circumstances ti was possible and not now, they were unable to give an answer. Additionally, the supervisor would not give me anyway other than her name is ***** to identify the bad customer service in a formal complaint. Also, once they refused to help i told them that I was done speaking to them and hung up. They called back and i repeated to them do not call me again and harass me. They called seconds later.
Business Response
Date: 12/31/2022
Hello Roman,

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 regarding the delivery delays on Order ID: *******************; I have reviewed it in detail. We are sorry for any aggravation but are not able to offer any refunds or billing adjustments at this time.

I was able to confirm that the item was delivered correctly on Friday, December 30 at 6:33 PM at your location. Considering the delivery, we are not able to issue any refunds at this time.

We appreciate your patience with us in the unforeseen situation caused during the holidays as well as the current inclement weather. We have forwarded your feedback to the correct team internally. We work incessantly to ensure our customers get the highest standards of delivery and service.

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 ****************
Initial Complaint
Date:12/30/2022
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 have a prime account and I should get my order in 2 days not 7 days I was told I would get a $50.00 credit because my order took 7 day to get to me which make it late for Christmas Apply the $50.00 to my Amazon account
Business Response
Date: 12/31/2022
Hello *****,

I am Srujan 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.

Were sorry for any misunderstanding as our delivery estimates are based on item availability, the quantity ordered, and selected delivery speed.

With regards to the delivery estimates, let me explain how the shipping works. When you place an order with one or two- day delivery shipping, the shipping time doesn't start from the time when the order is placed, the duration of one or two business days will be counted from the time of the package was dispatched from our warehouses.

The confirmed delivery estimates will be displayed at the check out page and the details will be included in the order confirmation email once placed. We won' t be able to apply or issue any promotional credits for this issue.

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.

You can find more information on our help pages about the shipping times : *************************************************************************************************************

I hope this information helps! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/02/2023

Complaint: 18664356
I load trucks Monday through Friday
We have two hours to pick 28 pallets with anywhere from 50 cases to 300 cases on each one so it should never take Amazon two day to pick one item

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:12/30/2022
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 bought a item off amazon July 17th 2022 for $1358.01 order #***-5930391-7988248. later I started a return through amazon after finding a better deal with best buy. i choose *** drop off as the return option and drop it off. item drop off date was oct 22 and everything was normal. They scanned the qr code and i was able to track the item through the amazon app like you normally can. but 1 week later when i checked again the amazon return page stopped tracking my item. the page said it hadnt been returned and gave me the qr code again. I checked *** and the item was marked as delivered (*** tracking #1Z9E8W939039111184) I contacted amazon multiple times about the item and they said they could see that on there end the item was at the center where they process returns. I was told to wait till dec 22 to call them again and that they could issue me my refund. I called them again dec 22 and they said since 60 days have passed they could not do anything about it and hung up on me and sent me a generic customer service email. I called them today the 30th and i told them that if they didn't give me my refund i would file a claim through the BBB, they told me that the item never arrived at the return center either. Now when i check my item on amazon it says ineligible for return and they said they still couldnt do anything. Now they have my item, refuse to acknowledge that they do, and refuse to give me my refund.
Business Response
Date: 12/31/2022
Hello *******,

I am ***********;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 apologize that you haven't received a refund for the item you returned. Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund even after 60 days from the date of return, we recommend that you reach out to the carrier that you used to return the item to Amazon.

Thank you for your understanding. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/01/2023

Complaint: 18663979

I am rejecting this response because a Amazon representative told me over the phone that after 60 days had passed with no refund to call again for a Refund. The carrier ***** has the product labeled as delivered and prior confirmation over the phone from another amazon representative I was told that the item did indeed arrive at the return center. I had called *** about the subject and they said after it was delivered. I want a refund and will not be satisfied with a apology.

Sincerely,

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

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