Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,836 total complaints in the last 3 years.
21,959 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:10/24/2022
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 am trying to close my Amazon SELLER account and have to wait 90 days. Which is a bunch of crock. Amazon has put me in a 2-step verification loop and each time I go to access my seller account I have to get a security code. I turned the verification OFF (Opt out) but it still requires a 2-step verification. So I'm trying to close my account. I went to AMZ seller support, AMZ Help in ******** the forum. Nobody can help **** want nothing more to do with AMZ.
Business Response
Date: 10/27/2022
Greeting from Amazon Services,

I understand that the seller is wanting to close their seller account.

Our policy is is that the account can't be closed until 90 days after the last order is shipped. This guarantees that the A-to-z Guarantee claim period is honored. If they have any open A-to-z Guarantee claims, their account must remain open until they're settled. The account balance must be zero before their account can be closed.

The seller can put their account on Vacation mode until the 90 days period is over. To set the listings to Inactive or Active, they complete the following steps.
    1. From the seller account, select Settings, then select Account Info.
    2. On the Seller Account Information page, in the Listings Status section, click Going on a vacation?
    3. Select "Inactive" in each selling marketplace.

After 90 days, they can close the account from the following help page:

Close your seller account
https://sellercentral.amazon.com/gp/help/200399470

Regarding the two-step security measures, we have this in place to ensure the security of the platform for sellers and buyers.
Customer Answer
Date: 10/27/2022

Complaint: 18308642

I am rejecting this response because: I have decided NOT to close my account, but I want AMZ to change its 2-step verification process and give us an alternative way to verify our ID. the ****** process is cumbersome and time consuming. Other sites have a "I am not a robot" checkbox, or we click the images. There are other ways besides the 2 step verification. PLEASE PLEASE change it.

Sincerely,

*************************
Initial Complaint
Date:10/24/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered women's boots form Amazon and it was sent to the wrong address the delivery driver took a picture and sent it to my email and it wasn't my porch or address I called Amazon to inform them my package was delivered to the wrong address which is next door for to me where no one lives there I wasn't home when my package was delivered but got the notification that it was delivered along with a picture at the house next door when I got home there wasn't anything on the neighbors porch.They informed me that it will take 24 hours for a refund then once I spoke to the supervisor they informed me I would have to wait until Monday October 24th after 8pm to receive a refund which it states on there web site if tour was delivered at the wrong address they would give a refund or get a new order after speaking to to 2 different supervisors they sent me an email stating if I don't receive the package contact them after 8 pm Monday night the package was delivered 7pm on Friday October 21st .. I called them today at 10pm and they told me they don't honor the pictures the delivery drivers take bc it was marked delivered so they took my money and I still do not have a refund or replacement boots.. my porch doesn't look like what they emailed me I took pictures of my porch and the where they left my package.. why would Amazon state on a recorded line that I will receive a refund on Monday if they aim they give refunds because the delivery guy put it at the wrong address all calls are recorded.. they gave me false information and I would like my money back because they never sent it to my address.. it does not say anywhere on ther website u can't rec a refund or another delivery if its sent to another address they took my money and these delivery people can put your package at another address and im just out of money I filed a complaint with Amazon and they did nothing im out of an order.. I sent a picture of where Amazon sent my the package and my porch which u can my address
Business Response
Date: 10/26/2022
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 package did not arrive and said delivered on tracking with a photo.

I've reported this issue to our team for getting it checked for necessary action and I can see the order was successfully refunded back to your original payment method on Tuesday, October 25, 2022 at 10:44 AM (PDT). Email confirmation sent : Tuesday, October 25, 2022 at 12:46 PM (PDT)

This should reflect back soon on your account. Generally **** business days for pinless transactions. If you still get any issues, Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/24/2022
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.
We had a very active Amazon Business account. On June 20, 2022 we received an email that the account is locked due to unauthorized access to the account. We were then notified that the account is being closed.After appealing and many email inquiries, Amazon reopened the account but converted it to a Personal account.On October 11, 2022, Amazon sent us an email saying that the account will remain a personal account. They also indicated that they will not respond to any other inquires about this matter.
Business Response
Date: 10/26/2022
Hello,

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

I understand your concern regarding the business account and I'm sorry for the inconvenience caused.

I see the team have re-investigated this matter and closely examined your account, any related accounts, and your order history. Based on the results, we determined that we will not be able to add your organization to Amazon Business. Your account will remain a personal Amazon.com account.

I understand this is disappointing however I'm sorry, we are unable to reverse this decision and will not be able to share any further details. I appreciate your understanding.

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: 10/30/2022

Complaint: 18308441

I am rejecting this response because:
We have been provided with three different reasons which none relate to one another.
An unauthorized person has signed into your account
your usage of Amazon Business does not fit with the services we provide
in violation of Amazon Business Terms and Conditions
We have provided evidence that our account has not been signed in by another person, as we have no record of any unauthorized purchases. We also provided evidence that we do fit to have a Business Account, and we provided Amazons policy and categories under which we are included as a non-profit organization.
Finally, we were informed that we are in violation of Amazon policies. We are not provided the courtesy of informing us which policy we violated. We have never been informed of any violations. It is very unfair to just drop us and not even give us the reason or any more information.
Attached are some documents to prove that we are a legitimate active corporation.
We again respectfully request that our Business Account be reactivated as it is very beneficial both financially and operationally. We hope that this confusing matter will be corrected and our account will be converted back to a Business account

Sincerely,

*********************************
Initial Complaint
Date:10/24/2022
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.
In early October of 2022 my account was hacked and the phone number and email address was changed on the account. I immediately contacted Amazon and was assured it would be resolved, but after several weeks the fraudulent email and phone number continued to have access to my account. I contacted Amazon multiple times to have this resolved and was only sent emails that did not resolve the issue. I was locked out of my account, but was still charged for subscriptions even though I was told everything was put on hold.
Business Response
Date: 10/26/2022
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 inconvenience caused regarding the account issue.

Could you please confirm the charged amount and the subscription name you were still charged on your account during the account on hold? I'll get this checked for you and help you further.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/24/2022
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 vanity fair xxxl bra from Amazon for $ ***** on October 11,2022 it was delivered on the 14 of October I tried it on it didn't fit so I put it in the mail to return it it is now the 24th of October and still no refund. I asked them to refund it to Amazon gift card credit and have called Amazon numerous times and keep getting told to wait two weeks when it has already been ten days in which Amazon told me that theyhad my return but they lost it in their sorting center. They told me if I didn't receive my refund to call back. I called back two more times and even asked for a supervisor. They refused to get one for me and hung up. I called back and Amazon told me that they have my return but that I have to wait another two weeks because the computer would not let them refund it I once again asked for a supervisor and was ignored. I still have yet to receive my refund. Amazon is refusing to answer anymore questions and have ignored every request I have made to speak with a supervisor. I would like my return to be refunded by Amazon.com
Business Response
Date: 10/26/2022
Hello Crystal,

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 incorrect expectations set by our previous representative.

I've checked and see that the order return doesn't have any tracking update. It was supposed to be dropped off at the *** store so that they can ship it to our returns center.

However, the return tracking doesn't show any update. I would request you to please check with the carrier to whom you have submitted the package so that they can let you know the whereabouts of it and help you further.

Unfortunately there is no action which we can take on this order until unless the item is received in our returns center.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:10/24/2022
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 October 14, 20**, at 10:34 pm, Amazon notified me that my order #***-7344974-6762616 had arrived at the mailroom. However, upon visiting the mailroom several times, I was told by the employees that no such tracking ID #*************** was ever scanned. I was advised by amazon support to file a police report and on October 16, I did. The police report number is #**-B19901 by the ********************** ***************** ************. After the investigation was completed (October 21), I again spoke to amazon support and was able to get a refund for the missing package (October 24). Shortly after (4:56 pm), I received an email notifying me, "We have closed this account. We took this action because you continued to consistently request refunds for a large number of your orders due to ***-7344974-6762616." I have been using amazon's service for many years and have not misused the service. The order number that was listed in the email as the reason why my account was closed, was the same order that had been lost, and I had provided a legitimate police report to Amazon customer service. They have not given any further explanation as to why they closed my account despite the fact that I had provided ample evidence, which had been approved by customer service after they manually verified the report by calling the police department. I feel unfairly treated in this situation and I would like to have my account reinstated.
Business Response
Date: 11/03/2022
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 3rd November 2022.

Sincerely,

********
Amazon.com
Initial Complaint
Date:10/24/2022
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.
Ordered 3 - MP3 Players, a Book (Diary of Wimpy Kid) from Amazon on 10/18/2022 #***-0846062-455784; the The Amazon employee who delivered the package on 10/19/2022 delivered the items to the wrong address and took a picture of the door; which was not my apartment or address.I tried calling Amazon's Customer ************************* to try to rectify the refund; and was informed that I have to file a police report. The ***************** would not take the report due to me not witnessing theft. As I explained to the police the items were never delivered to my address; BUT TO ANOTHER ADDRESS; they informed i MUST REACH OUT TO AMAZON. I reached out to Amazon on three different occasion, they are refusing to resend the items and or refund my money.
Business Response
Date: 10/26/2022
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 you haven't received the order.

I've tried accessing your account details using the email id provided as well using the order# however looks like the details aren't correct. I request you to please share the registered email id as well a correct# with us. Once we receive the details, we'll look into it and help you further.

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/24/2022
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 an order over one month ago.The order was received by Amazon a month ago. When I reached out to Amazon after more than 15 days since it was received I was told to wait 30 days.30 days have passed by and when I reach back to them i am told that I have to wait an extra 60 days.I want my refund.
Business Response
Date: 10/27/2022
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 order.

While I understand your disappointment with our stance on this matter, I would like to confirm that the information you have received from our customer service is correct.

For the returns team to take action, you will need to wait till November 24, 2022. Unfortunately there is no action we can take in this case.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/27/2022

Complaint: 18308252

I am rejecting this response because: as I provided in the screenshot Amazon policy says up to 30 days.
there is NO information saying that I have to wait 60 days for a refund, specially when the return was received over 30 days ago.
if this doesnt get fix I will provide all the information to the credit card and get the charge return back.
again, Amazon return policy says 30 days, the return was already received
am I waiting 60 days for eveyrhing that I am sending back ???
what kind of company is this.
I want my money back.

Sincerely,

*****************************
Initial Complaint
Date:10/24/2022
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.
1. Order number:112-1433169-7625834 2. Order placed: July 13, 2022 3. Date return item: Aug 02, 2022 by *** pickup 4. Description of the item returned: **************** by ****************** 8 Inch Medium Firm Memory Form Mattress, Full 5. Amount in dispute: $201.47 6. Details of complaint:I had ordered a mattress on Amazon .com on July 13,2022, it didn't fit, I wanted to return it. Amazon offered a free shipping label by *** pickup. *** picked it up on Aug 02, 2022. When *** pickup, Amazon had returned $211.97 to my debit card immediately, but later *** got the parcel lost. Amazon recharged $201.47 on Sep 23, 2022. I had asked *** customer service, they said ********************** should contact them, then l told to Amazon customer service several times, they do't do anything, they still refused to refund.The parcel lost is not my fault, and Amazon customer ******************** don't anything, please refund my money.
Business Response
Date: 10/27/2022
Hello,

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

I understand your concern regarding the refund for the returned order.

I've checked on it and I can see our team have received an incorrect item at the return center. Since an incorrect item is received (not what was originally delivered), your card was re-charged. We are unable to refund this payment until we receive the correct item.

I request you to please contact *** if you have handed over the correct item for them to trace it and re-deliver to Amazon. Once we receive it and process the same, the refund will be issued on your account.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/24/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item on sale and it got lost in transit. I requested a replacement but the item was out of stock so the amazon rep advised me to buy the same item again and once delivered I would be refunded for the difference in price. I reordered and when I requested the refund I was advised that amazon can't do it since they don't do price adjustments. I tried returning the item but the item isn't returnable. I chatted with more than one rep about it and called amazon twice speaking to a supervisor both times. They all told me the first rep gave me false info and they refused to give me my refund or accept the return. This is inexcusable and amazon should take responsibility for what their reps promise.
Business Response
Date: 10/26/2022
Hello,

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

I understand your concern regarding the price difference refund. I'm sorry for the inconvenience caused.

While we do not offer price match, the request you have made was valid and should have honored as it was promised. I'm sorry it did not happen. I've shared the feedback with our team for necessary action.

To help you on this, I've gone and issued a refund for the difference of $9.66 on your account as the gift card balance. It will be available on your account within 2-4 hrs and you will receive an email once this refund is completed.

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

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