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.
21,770 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:09/28/2022
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 have explained this to Amazon in my appeals but unfortunately, I'm not getting a positive response, and Amazon is always replying to me with the same auto-generated reply rather than understanding my situation. I did a small mistake which I highly regretted but I do not know what else I can do to cover that mistake.It took a significant time, effort, and investment for me to build this account from the ground up and as the owner; I would never have allowed anyone to jeopardize it all on my watch. I know that the road to winning back the platforms trust is going to be long but for starters, I have learned my ****** and am willing to do whatever it takes to get these violations removed.This is an unconditional apology for the distress I have caused to the team at Amazon. I wish that words could do justice to how I feel about my mistakes. I am highly motivated and ready to turn things around for it is the only way to pay back to Amazon and its amazing customers who deserve nothing less than the best. I have invested a lot in establishing my Amazon account and I cannot stress enough on how important it is to me. I strongly believe that the measures listed above are going to make a huge difference and help me avoid any troubles in the future. Please feel free to let me know if you need any further assurances.
Business Response
Date: 09/29/2022
Hello,

We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/28/2022
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.
I have called Amazon on several occasions and explained to them that I did not receive my package . I live in an area with many apartments but I do have cameras in front of my door and there is no evidence of drop off.. This has happened in the past and not only that as I explained to them I have received other people's packages in their name but with my address. Order number ending in **** I placed for a quantity of 3 at 72" cadet baseboard electric heaters yes. I received the use one I ordered which was all beat up and should not have even been sent out in that condition . Furthermore I contacted their escalations and specialty department and they hung up on me and were very rude essentially after I requested a more detailed and thorough report as to their investigation because on because on the email they sent me they basically only said as a result of our investigation without any details and I genuinely did not receive the package and I spend tons of money and I'm not in a Struggling position financially but they treat me like I'm trying to scam them when in Fact it seems like they're trying to scam me. I just want the 3 heaters that I ordered and paid for. Furthermore I went to go order the 3 heaters that I was missing because of whatever error and now the price is increased even but I understand that it's irrelevant but just more ways that I'm suffering for their error.
Business Response
Date: 10/06/2022
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.

I've reviewed your complaint. Were sorry to hear that you havent received your item(s) from order #***-9109115-0683431.

Based on the results of our investigation, we wont be able to provide a replacement/refund for this order at this time. Amazon.com is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

We advise you to contact *** in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Locker, in the future to avoid further problems.

The same information has already been communicated through email on Wednesday, September 28, 2022 at 9:47 AM (PDT).

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:09/28/2022
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.
Purchased a camera from Amazon. I submitted a request to send the item back I had issues sending it back. I contacted customer service - the agent sent me a return label. The agent told me that I would receive my restock fee when the item was received by Amazon. I was only partially refunded, and missing $132. I reached out to Amazon about this and they refused to help me. Ive been going back and forth with them for several months. When I purchased the item a restock fee wasnt mentioned nor was it mentioned on the listing. I have screenshots of the conversation with the agent stating that my restock fee would be refunded. I feel robbed as a customer this should never have happened. I have read some of the comments for this particular item and people have complained of receiving used lenses. I just want what was promised to me.
Business Response
Date: 10/11/2022
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.

I've reviewed your complaint. We apologies for the inconvenience caused with your Order No: 111-2485093-5714623
I'm sorry to hear about the problem you've had with your refund. On this occasion, we cant refund the restocking fee because the item arrived in an unsellable condition.

Unsellable items are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an Amazon.com or seller error.

Please see https://www.amazon.com/gp/help/customer/display.html?nodeId=****** for more information.

We request your patience and understanding in this.

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

Customer Answer
Date: 10/11/2022

Complaint: 18141975

I am rejecting this response because:
The item was in sellable condition. Please stop lying and if it wasnt thats what I would have been told when I reached out to several departments within the company. No one ever said it wasnt sellable. I didnt even use the item and if it wasnt in sellable condition why did Amazon accept it? Thats a $700 lens no company would refund a high ticket item if it wasnt sellable. Please refund my restock fee and stop lying, it doesnt look good on Amazons part. The representative told me I was eligible to receive my restock fee and I have proof. Amazon has a tendency of sending people used items - and you have the nerve to accuse me of sending something back that wasnt in sellable condition? Refund thanks. Or give me store credit.

Sincerely,

************************************
Initial Complaint
Date:09/28/2022
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 was banned on 28/09/2022.My account has been banned due to the gift card violation policy.This is ridiculous as I have not been warned once and I need access to my amazon account for tax purposes.These gift cards have been purchased legitimately from a reselling company.I have been a member for many years and I have spent so much money on amazon, I expect better treatment!
Business Response
Date: 10/18/2022
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.

We notified the customer of this decision by email on 18 October, 2022.

Sincerely,

Amazon.com
Customer Answer
Date: 10/18/2022

Complaint: 18142065

I am rejecting this response because:
I don't think it's fair to ban someones account who has been a member for many years and a legitimate customer of ********************.
I purchased legit gift cards with my hard earned money and I am happy to provide evidence of this, that is not an issue.
The fact that a company act's this way, is actually beyond me.

Sincerely,

***********************
Initial Complaint
Date:09/28/2022
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 Sept 4 a bracelet was returned **** first class with ins back to Amazon's third party seller Floreo shop . Since then *** from ****** ha acknowledged receipt of the bracelet and has issued a refund on sept 12, 2022. Amazon as well said they refunded the money to Affirm . Affirm is the loan company I used through Amazon to pay for said bracelet. I have transaction ID number for a return back to Affirm to cancel the loan and they say they have never received a return therefore keeping the loan active . I have all the proof you could want supporting everything I've said and I need Amazon to contact Affirm to get this loan cancelled . Amazon has done nothing but give me the run around and won't help me clear this up whatsoever I also verified they refunded Affirms credit card used a **** ending in **** .
Business Response
Date: 10/18/2022
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.

After reviewing your complaint and Order No: 112-1842796-7787448, I see that the refund has already been processed on Monday, September 12, 2022 at 2:50 PM (PDT) and refund amount $400.81 to your Original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

You can view details of the completed refund on your Amazon.com account:
http://www.amazon.com/gp/css/summary/edit.html?orderID=112-1842796-7787448

I've contacted our payment processor and confirmed a refund was successfully issued. Additionally, our payment processor has indicated that the funds haven't been returned to us by your card's issuing bank. The card issuer should be able to trace the refund with the details below. We don't receive a reference number until the card issuer has accepted the refund:

Amount Refunded: $ 400.81
Date of Refund: September 12, 2022
Reference Number: 74692162255104104600554

We appreciate your business and hope to have the opportunity to serve you again in the future. 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
Customer Answer
Date: 10/18/2022

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:09/28/2022
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.
On 9/25/22 our Amazon account was hacked by someone in ******. They enabled the two step authentication on my account so I can not have access to my account. I can not change my password. All the emails from Amazon go to the hackers not me. We have been talking with Amazon for the past 3 days and I have sent in a email with my ID as requested by Amazon to disable the two step authentication. That has not been disabled and I can't log on or change my password to my account. I have contacted my credit card companies to alert them of the fraudulent charges and they are investigating them. We have talked to several people and "managers" at Amazon who say they can not suspend or unlink my cards from my account or delete my account. So they can look up my account, tell me that people are still charing purchases using my account but they can't delete or suspend my account even though all the purchases are fraudulent. We had one manager tell us that she could see that they were still making purchases on my account as we were talking. I believe this is an inside job at Amazon and Amazon is clearly not interested in helping the victims of fraud. Instead they are helping the hackers. They are still using my account (using my email and my prime account), to make purchases and Amazon is doing nothing about it. I find it hard to believe a tech company like Amazon does not have the ability to suspend or delete my account. I have attached my letter to Amazon that they requested and all the emails from some the fraud charges before I stopped be able to receive emails from Amazon. I have also filed a complaint with the ** Attorney General.
Business Response
Date: 09/29/2022
Hello *******,

I'm Arun 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.

As per the update from the team, the account has been reviewed and the team has disabled 2 step verification for the account so that you can reset the password from our end.

I've sent you the reset password link and you should be able to access the account with the new password.
Regards,

Arun
Amazon.com
Initial Complaint
Date:09/28/2022
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.
Amazon took $51.54 from me for an order their own carrier PROBABLY STOLE, but claims to have LEFT OUTSIDE LATE AT NIGHT for anyone to come and steal. Which is exactly what happened. Or the driver STOLE IT. First they said delivery time between 10 and 12. Changed to 12 and 2. Changed AGAIN to between 2 and 4. Four PM package still not arrived, contacted Amazon to CANCEL delivery as there would be no staff here after 4 to receive it, plus given my medical condition I am too weak and tired to wait up any longer. Amazon assured me delivery was CANCELLED and package would be returned to sender. Tired and in pain, I went to bed, no longer able to wait. Next day I check my email to discover that the package had NOT been returned. They lie and say "delivered AFTER 9 PM "near porch", OUTSIDE BUILDING.The building has NO PORCH. Which is why I believe the driver stole it. I rush out and of course there is NO PACKAGE. Someone has stolen it-which happens here ALL THE **** when carriers leave merchandise outside late at night. Or the drivers STEAL AND KEEP THEM.I ask amazon for carrier contact info, they REFUSE TO PROVIDE IT. THEY KNOW my package was STOLEN by their driver. Which is why they refuse to provide me with contact info. I WANT MY $51.54 BACK. I sent a screenshot proving they were supposed to cancel this order.
Customer Answer
Date: 09/30/2022
Tell us why here..

. order #***-6374209-6946669
Business Response
Date: 10/07/2022
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 order and have reviewed it in detail. The order was already fully refunded on Wednesday, September 28, 2022.

We value your feedback and have passed it to the internal team. Please feel free to share any additional evidence so we can look into the apprehensions.

You should see the refund in the next 3-5 business days.

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: 10/07/2022

Complaint: 18141028

I am rejecting this response because:
Why didn't amazon use a REPUTABLE, TRUSTED CARRIER like ***** or *** to deliver my package, so that I would be certain to receive it?
Why didn't amazon INFORM ME that they WOULD NOT be using a reputable, trusted carrier so that I could purchase my items ELSEWHERE?

Why can't amazon provide me with contact info on who this unknown, mysterious "carrier" is so that I can have them contact their unknown,
mysterious "driver" to ask where EXACTLY my package was left? I live in a red brick building. THIS BUILDING HAS NO PORCH,

yet SOMEONE indicated that the package was left "on the porch". Why would this unknown, mysterious "carrier" supposedly deliver
a package after 9 PM, when I'm fast asleep and unaware that it has supposedly been delivered?

Sincerely,

***********************
Business Response
Date: 10/13/2022
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.

While I see your concern with the order, the order has been fully refunded and your feedback forwarded to the correct internal team. Unfortunately, I do not have any other information at this time but the issue will be reviewed internally.

Amazon has our own branded carrier service. When we are the delivery carrier, orders delivered by Amazon (AMZL) will show as "Shipped with Amazon". Deliveries can occur between 6:00 a.m. and 10:00 p.m. local time. To avoid disturbing you, our drivers will knock on the door, ring the doorbell, or directly contact you for delivery only between the hours of 8:00 am - 8:00 pm local time, unless your delivery is scheduled or requires a signature.

I share the link to the relevant help page for reference. https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

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: 10/13/2022

Complaint: 18141028

I am rejecting this response because:

DEAR BBB-
THE STATEMENT BELOW IS THE REASON I REJECT THE RESPONSE. amazon NEVER HAD ANY INTENTION OF RESOLVING THIS MATTER.
PLEASE POST COMPLAINT IN ITS ENTIRETY FOR OTHERS TO SEE WHO MAY BE CONSIDERING DOING BUSINESS WITH amazon.

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.

Sincerely,

***********************
Initial Complaint
Date:09/28/2022
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.
There was a promo on the Discover card where I can get $10 off when making an order Sold By Amazon. So I went ahead and created a couple of accounts so I can do multiple orders from different accounts. Since I was using the same Discover Card, amazon thought it was some sort of fraud happening and they went ahead and locked my account. That's where my frustrating journey started. It's been about a month now and I sent several documents to prove it's me but they still wouldn't unlock my account.They are asking for my card number to be displayed on the Bank account statement whereas Discover doesn't show the Debit Card number on the statement. I already spoke with Discover and they said, they can verify things over the phone but it's impossible to speak with an Amazon account specialist over the phone so I'm sending documents as they need but they still won't unlock my account. I sent my Utility bill to verify my address, and bank statement to verify card information along with my driver's license, but they still won't unlock my account. So i finally decided to file this complaint so I can work with a higher department to resolve this issue. I got over 15 emails about my account being locked and asking for documents, every time i sent my documents and after 24 hours they send the same email saying we are unable to verify things, not sure why they don't call me or call bank to verify if they still have any concerns? See some of their emails attached.
Business Response
Date: 09/29/2022
Hello Prince,

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 with the account being placed on hold and see your concern on the issue. Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

The account has been reviewed and reinstated on Wednesday, September 28, 2022, we sent you an email on the same day informing you.

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
http://www.amazon.com
Customer Answer
Date: 10/04/2022

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:09/28/2022
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.
Seller: Amazon.com Product: Old Spice Classic Deodorant Stick, Original Scent for Men, **** oz Order placed on 09/11/22. Delivered home on 09/22/22 I used it for the 1st time on 09/27/22. Once I arrived work I noticed that the odor was like onions at the armpits and not the described odor. Unfortunately I am a doctor and had to spend a 14 hours at work smelling like onions in the clinic. I took a shower when I came back and applied again, paying more attention and confirming that the odor was from the "deodorant". Therefore they sold me either an expired, rotten, damaged product, or they put something else inside the bottle. Also the color of the "deodorant" is green and I went to search for it online and at the pharmacy and it should have been blue color. I contacted Amazon.com on 09/28/22 via chat for help. I chatted with 2 different person (the "regular" customer service person, and then the manager), and they both refused to help. I looked at this product reviews at Amazon.com and more people have complained about this same issue and all have been ignored. Also I tried to post a review about the product and I was not allowed
Business Response
Date: 09/29/2022
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 concern you have shared on the item and have passed on your feedback to the correct team to review. We regret the inconvenience.

We have issued a full refund to your original payment method in this case, you should see it in a few hours of issue. You would also see in your order details page.

We have also waived the return requirement of the product, you can dispose if it at your convenience. 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
http://www.amazon.com
Initial Complaint
Date:09/28/2022
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.
Dear BBB,Please, forward information below and attached document to Amazon:Dear Seller Performance Team,We kindly ask you to review our POA that is not supported by documents like invoice for ASIN in question, authorization letter from the rights (trademark) owner. If it is possible, we would like to receive one more chance to continue to sell on Amazon.com.Thank you for your time!
Business Response
Date: 10/01/2022
Hello,

We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.

Thanks,
Amazon.com Seller Performance

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