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

59,493 total complaints in the last 3 years.
21,514 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:12/28/2022
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 name is *********************. I opened an Amazon store named JANDEALS. Since we started our business, we have made sure that we are always aligned with the Amazon Marketplace policies and guidelines, and that my team is always compliant with every business protocol that we constructed to guarantee that we always give our customers first-rate products and services. We want to give you an overview of the status of our account to properly understand our situation and help us with our dispute.Last 16 September 2022, my store got deactivated due to a drop shipping policy violation. When we started our business, we used the dropshipping model, where we let our third-party supplier deliver our orders from their warehouse straight to the customers. This model was acceptable to Amazon as long as we abide by the drop shipping policy that we always guarantee that we are the seller of record on all our items and make sure that all the labels of our third-party supplier are properly removed. Amazon flagged us with this suspension due to some customers messages claiming that they received orders with other store names indicated on our items. Upon receiving the notification, we immediately addressed the issue and constructed a plan of action and preventive measures to guarantee that this will not happen again in the future. We also decided to not use the dropshipping model anymore and change our method to Wholesaling. We can assure you that since we started our business, we have been trying our best to be a model seller on the Amazon Marketplace platform. 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 and help us 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: 12/30/2022
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.
Initial Complaint
Date:12/28/2022
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.
Hello, I bought a phone and the payment was processed. Amazon sent me a notification that my item was delivered on December 2, 2022 but I did not receive my item. That's why I decided to put my de nucia. The order number is 113-9945345. Please I need help.
Business Response
Date: 12/29/2022
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 am sorry to hear of the concern you have shared with your order #***-9945345-5357829 and have looked into the issue. I am afraid, the information shared with you in the email dated: December 6, 2022 at 12:41 AM (PST) with the subject line "Your Amazon.com Inquiry" was correct and we will not be able to issue a refund at this time.

You may refer to the email sent on this issue for further actions.

I hope this 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: 12/29/2022

Reclamo: 18648397

esta respuesta porque:

Atentamente,

*************************** *******************************
Initial Complaint
Date:12/28/2022
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 signed up for a Free Tier account with Amazon Web Services (AWS) in Sept. 2022 only for a class assignment for the Data Analytics Bootcamp that I completed at *************************. After completing the assignment, I did not use Amazon Web Services in any way whatsoever.After September 2022, AWS billed me me for $5.04 in October. 2022, which was unauthorized. I contacted my credit card and got those charges removed. I then removed the credit card from my AWS account so I wouldn't be billed again on my credit card.However, AWS continued to bill me for unauthorized charges. I looked at my account and noted a charge of $8.63 in November 2022, which I was unaware of because I had not been using my AWS account.In December 2022, it appears my account was compromised by criminals, likely from outside *******. My charges were $1,240.87 and came from all over the world, including *****, *****, *********, *********, ******, *******, Ireland, *******, ******, and ******. Charges also came from within ******* from ********** of Virginia, ****, **********, and ******. The list of these fraudulent charges are detailed in the supporting documentation.I contacted **************** via chat to resolve this problem. I was chatting with a representative named ******. During our chat, ****** explained that I had to reopen my account with a credit card to cancel the unauthorized charges. Here is one of the paragraphs from ******'s responses:"Thank you, the payment method on the account is showing as not valid. A valid payment method is required to reactivate the account. Once the payment method is valid and the account is active; we can check for unauthorized resources and then send you the appropriate steps to delete them."It appears to me to be unscrupulous, and borderline extortionist, for AWS to require me to add a credit card to my account to remove unauthorized charges.I hereby demand that AWS completely remove all charges from my account. Thank you *********************
Customer Answer
Date: 01/17/2023
I would also like to add that I would like to request a call from the corporate office of *** in ******* to resolve this issue. Not just calls from customer service representatives, who are all calling from outside *******. I request direct contact with people at the *** corporate office in the greater Seattle area. If you can, please place this request in the files. Thank you.
Business Response
Date: 02/04/2023
Hello ***,

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

I'm sorry for the trouble you had with the *** charges.

I see that your issue was already resolved by ***. Here is a short recap on what happened.

You added preventive measures on 19-Jan, 2023.
Billing Adjustment submitted 20-Jan, 2023
Billing Adjustment approved and communicated to you on 22-Jan, 2023

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:12/28/2022
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 purchased a scar tape (AWD Medical Silicone Scar Sheets) from Amazon after a recent surgery to promote healing. Unfortunately, I had an allergic reaction to the tape and called Amazon to advise before returning it. The Amazon rep sent a replacement without my consent (even though I specifically asked her not to and she confirmed that she didnt). I had trouble adding both the original item and the replacement to a return with other items and called for assistant. The agent also had trouble adding both and told me to only return one, which I did. The return was received two weeks ago and has not yet been processed. I called tonight to check on the status and was told that the notations on file supported what I said and was transferred to a different department for refund processing. I was told by this separate department that I needed to fill out an incident report but could not tell me why, especially when I did exactly what I was told. Supervisor ****** refused to tell me why I needed to fill out the report and disconnected the call. This is not the first time something like this had happened with Amazon - their reps often make promises they dont keep or give me wrong instructions and I end up paying the price. The verbiage on the report is worded as if I did something wrong when I didnt. I still have the tape and am more than happy to return it if it will resolve the situation. Ive incurred rashes and scarring from its use so I have no desire to keep it,
Business Response
Date: 12/29/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************

Customer Answer
Date: 12/30/2022

Complaint: 18648284

I am rejecting this response because: the order number is 113-7453491-0029041. Ive attached a screenshot from my account. I look forward to your response.

Sincerely,

***************************
Business Response
Date: 01/17/2023
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 BBB Complaint and I'm sorry to learn about the negative experience you've had with your order of AWD Medical Silicone Scar Sheets. I understand that you did not want replacement order, instead you expected a full refund.

I've issued a full refund of $11.90 which will be processed to your original payment card within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:12/28/2022
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 returned 10 different items on 10/11/2022 to *** for Amazon and have my receipt regarding these items. Amazon has only refunded me for 4 of the items and state that they have not received the other 6 items to their distribution center. *** has verified delivery to Amazon and has the tracking information. I have spoken to many Amazon representatives within the past 2 months and have been told that I would a receive a refund. Some say I should expect my refund and others refuse to provide a refund. The last representative I spoke with who stated she was a supervisor, read the *** information that the items were returned to Amazon, but that Amazon cannot locate the items. I have attached the receipt below with tracking numbers and email requesting information from Amazon.
Business Response
Date: 12/29/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************

Customer Answer
Date: 12/29/2022

Complaint: 18648237

I am rejecting this response because:
I provided the order number in the attached documents, but **** they are in text

1. 114-8319346-1493812
2. 114-2711824-6597807
3. 114-0627795-6129859
4. 114-6804460-3185851
5. 114-5223783-8813005
6. 114-4880262-6513845

Email address is ***************************
Business Response
Date: 01/18/2023
Hello,

I'm ***** from Amazon.com.

Necessary refunds have been issued for the mentioned orders.

*****
Amazon.com
*****************************
Initial Complaint
Date:12/28/2022
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.
On December 21st I ordered ********************* Sticks for Rabbits Guinea Pig Hamsters Chinchilla Bunny Chew Toys for Teeth Treats Accessories from amazon.com. Order # ***-0857297-4892269. Under the description, this item is sold as ********************* yet when I received the package it states 1% oats. Nowhere in the description does it say this. My guinea pig cannot eat that much oats due to stomach issues as he has stasis. I was under the impression, given the description on site, that this was ********************* and traces of oats, but mostly ********************* as it mainly states **********************I reached out to amazon on December 28th for a refund given that this is false advertising and they told me that they could not help me. It is illegal to sell an item under false advertising. This also impacts the health of my guinea pig. The description should state accurate ingredients and it's percentage, exactly as the bottle I received. I would like to be given a full refund for this item.
Business Response
Date: 01/04/2023
Hello Allilsa,

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 BBB complaint and I understand your concern about the ********************* Sticks for Rabbits Guinea Pig.

I've checked your order and I'd like to confirm that the product is Listed, advertised and sold by a third party seller "KEYOKJO-US" and fulfilled by Amazon.

Although I have escalated this to the right team for a check, and if anything is incorrect from our end will be fixed. However, we'd also like to inform that the product image and information under the product description show the correct ingredients.

We'd recommend you to contact the third party seller directly or the manufacturer of the product to learn more information on the ingredients of the product.

I've made one time exception and issued a full refund for the item $10.88. Refund will be processed to your payment card within 3-5 business days.

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

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 01/12/2023
Hi,

My name is ************************** and my complaint # is ********. I wanted to updated and say that I am satisfied with the business handling the matter. They have provided me with a refund. Thank you BBB.

Best,
**********************;
Initial Complaint
Date:12/28/2022
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 placed a order on 12/16/** for $360.91 order #***-6494978-8233067 on this I there was one item I didn't received which was Monster Mechanic Padded seat. I called amazon several times informing them I never received this item. They request that I have to file a police report #**-06791. *** stated it was delivered on 12/19/**. I called amazon on the same day and informed that at wasn't delivered. They have inconvenience me for 2 weeks. I was want a refund.
Business Response
Date: 12/28/2022
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'm sorry that the item did not arrive.

I can see our team have tried verifying the police report you have shared with the concern department however it was not yet completed but pending. In this case, I request you to please wait until the police completes the report and update the status.

Once it is updated as complete, please get back to us during the working hours of the concerned police department so that our team will be able to verify it with them and help you further.

I appreciate your time and patience on this matter.

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
*****************************
Initial Complaint
Date:12/27/2022
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.
They will take the money out of my account and than cancel the order and take the money out again and I canceled my order and I want my money back
Business Response
Date: 12/29/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:12/27/2022
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.
In regards to Amazon ORDER # ***-8450825-6610662 **** Tracking Number: ********************** AMAZON DELIVERY TRACKING ISSUES: I attempted to cancel this order before it was delivered. Amazon advised me to refuse the item at delivery for refund. **** tracking confirms the item was refused, however, Amazon tracking states it was handed to resident. This is completely inaccurate and **** Tracking confirms this. Amazon still states delivered to resident, however **** confirms the package is back in route to Amazon. This needs to be current as your Amazon tracking is incorrect. I can't trust Amazon's return policy if their site is not tracking the package is back in route.AMAZON CUSTOMER SERVICE ISSUES: I spoke with 8 customer service reps via chat who stated over and over again to return the package. I DON'T HAVE THE PACKAGE. **** confirmed the package was refused. I had to convince customer service all 8 times to look up the actual tracking information, not what amazon is showing. After they looked up the actual tracking information each response " Sorry I do not have access to assist you with this." This shows their customer service is making minimal efforts to resolve this issue. Amazon has yet to update the status of this return. Absolutely the worst online customer service I have ever experienced. ********************** customer service as well as their supervisors do not have a firm grasp on return policy or the motivation to be educated on return policy. I as the customer SHOULD NOT be training customer service. As a customer I should have to explain my situation to every person I talk to. Why isn't customer service keeping records of correspondence? Amazon has failed to provide adequate customer service as well as failed to track correct tracking information. I want my refund for this order in full immediately. This whole process has been absolutely insane!
Business Response
Date: 01/12/2023
Hello,

The order has shipped to a Freight Forwarder. Per Amazon Policy (available on the help pages,) orders shipped to a freight forwarder location are ineligible for refund or replacement without the customer returning the item to **********************. Customers are responsible to cover any international return shipping fees. Initiate a standard refund to create a return label which should be included within all return packages.

Customer Answer
Date: 01/12/2023

Complaint: 18647794

I am rejecting this response because your tracking information is incorrect. The package was refused by forwarder. Your response feels like another attempt to deny my claim without looking at the evidence provided. **** shows the package was refused which is what Amazon advised to do. Where do we go from here?

Sincerely,

*************************
Business Response
Date: 01/20/2023
Hello,
As per the given **** tracking, we have not received our package back to where it was originally shipped. Unfortunately, we are unable to process a refund without receiving the original item back.
I hope you understand our limitations.

Customer Answer
Date: 01/26/2023

Complaint: 18647794

I am rejecting this response because:

Sincerely,

Your tracking and processing system are
completely inaccurate. I received an email stating
Amazon received the laptop and I was issued a refund in full. This was an insane process to go through with Amazon and it needs to be fixed on your end. How are you not tracking the receipt of the laptop and the refund. This is further evidence you have failed to do your due diligence in resolving this complaint. Your customer service needs training, who ever responded to this BBB complaint should be embarrassed, your shipping and receiving process is broken. Normally a good business would try to rectify the burden they put the customer through with a gift card or something else, but apparently excellent customer service is not part of **********************'s ethics.

*************************
Initial Complaint
Date:12/27/2022
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 foot massage and I had an issue with it. Amazon promised me to go and order a different massage and they would give me the price for the second one the same price as the first one, which the price difference was $211. They refunded me part of the purchase which was $147 but they still owe me $65. They have it in writing that they would give me the full $211
Business Response
Date: 12/28/2022
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 the concern that you have shared with the price difference on the orders : 113-4184340-3669068 and 111-2494988-4781008. We regret the misunderstanding and will not be able to issue the rest of the refund.

The email that you received was not correct and does not represent the current policies in this regard. We have also passed on the feedback on this issue to the correct internal teams to review and take action as appropriate.

The first order was returned and fully refunded. The second item that was ordered was a different item altogether and was not related to the initial order.

In this case, you could still get the rest of the refund by returning the second item. You could use the self-help options on the order details page to request a free prepaid return label.

I hope this helps. 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 ****************

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