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

59,602 total complaints in the last 3 years.
21,606 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:10/21/2022
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.
This is for Amazon Game Studios, which is owned by Amazon. I bought the deluxe edition of New World back whenever it released in September 2021. I played over 300 hours on a character. I took a break to finish school, and when I come back to play the game this past week, they removed my character from his home server. Now I have to choose a new server, lose my progress from the other server, and I cannot play with my friends anymore. They implemented a policy a couple weeks ago saying they are removing characters that have not logged in within 180 days. This was way too late of a notice for me, and I am sure many others. Now there is no reason for me to play this game and I have wasted 300 hours of my time. Their customer service ignored me at first and now will not do anything to remedy the unforeseen actions they took against their player base.
Business Response
Date: 10/23/2022
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 AGS game (New World). I'm sorry for the inconvenience caused.

I can see, for any character that has not been logged into their world in over 180 days, once you return to the game, it will ask you to choose a new world upon coming back to the game. You may choose from any unlocked worlds and will retain any previous transfer token provided.

You can check more details here: https://forums.newworld.com/t/world-and-queue-mitigation-news/774961#server-transfer-process-for-returning-players-3

Based on your latest interaction with our support team, it was found that the server you were trying to transfer it was full. In this case, once the server is open, you can transfer to your desired one. You can check the server status forum here: https://www.newworld.com/en-us/support/server-statu

I do understand it is inconvenient and have shared the feedback with our team. At the moment we are unable to make any changes on it. For any further details, you may refer to the emails AGS team have sent to you on Friday, October 21, 2022 with subject line : "Your Amazon Games Inquiry".

I appreciate your cooperation and 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:10/21/2022
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.
The Amazon Prime driver delivered an entire package containing 3 items - total order amount of $ ******. I reported the delivery issues the day the driver made them and was told I had to wait 24 hours. I reported again and was told I would receive a callback. I did not. I requested a refund and cancelation of my prime membership and was advised they are sending me an email but there is no email linked to the account, just my cellphone number. I have requested to cancel with a refund and Amazon deemed no refund and to continue membership until the paid membership was up on November 9th.
Business Response
Date: 10/23/2022
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 missing order. I'm sorry for the inconvenience caused.

I've checked on it and I can see the issue was escalated to the concern team. The team isn't available through phone or chat support and could only be reached through email. The team have tried contacting you regarding the order for further action however as there is no email updated on the account, all the communications hasn't reached you.

I'd suggest you to please update an email id on the account so that you will be updated with all the information from Amazon including the updates from the team in these situation. Here are the steps for Changing e-mail address on the website: https://www.amazon.com/gp/help/customer/display.html?nodeId=******

Regarding the reported order, the team mentioned that based on our investigations, we aren't able to provide a replacement or refund for this order at this time.

You may wish to contact your local police authorities to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with the police report number, link, or URL to the police report that shows the following information:

* - The delivery address regarding this incident.
* - The items were delivered according to the carrier tracking.
* - The report was created for stolen items/theft/larceny/ or other similar crime.
* - The status of the report is completed or closed.
* - The date the report was created.
Please contact us back when the police report is complete.

We are unable to accept police reports that are in pending or any other incomplete status. The police report must be filed before 45 DAYS AFTER THE DELIVERY DATE and provided in English to be considered for review. Only one police report is needed for all orders that are part of the same shipment. A separate police report is needed for orders delivered in different shipments.

Please note: to assist in obtaining a police report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

I kindly request to obtain the police report and update your email id on the account, send the details through that email id to us so that it will be resolved at the earliest.

Regarding Prime subscription, it is not refundable, this is the reason the renewal is turned off so that you may use it until it ends automatically on Nov 9. If you choose to cancel it now, we can do it on your request over call at ************** or reply to this email with confirmation however no refunds.

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:10/21/2022
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.
I ordered mattress topper that was supposed tosmell like lavender and be 3 inches thick and fit my bed well received mattress threw away box let it expan for 2 days and no smell not comfortable or correct fit tried to return it yet *** would not pi k up without box amazon.com rep assured me they would then they told me to buy a box which is not on return policy so i attempted yet could not find a box that size now mi d you im going through all of this during ms flare up im in ********* because of mothers stroke and just really needed to be distressed and comfortable and i get screamed at so im in pain i used profanity because i have tried 6 times and promises of call backs to no avail
Business Response
Date: 10/23/2022
Hello Mrs-******,

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.

I've checked and see that a full refund has already been issued for the order.

Friday, October 21, 2022 $84.13
Saturday, October 15, 2022 $345.19

I hope this issue is already resolved.

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:10/21/2022
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.
111-50446525-8846641 Amazon order number In regards to this order it was fraud God somebody hacked my Amazon account and ordered it the xbox and he had it delivered to a fraudulent address I called the police and they went to the address and picked up the package and delivered it to me Immediately returned to Amazon Call them inform them of what happened amazon now acknowledged receipt of the Xbox but for some reason will not refund my money I want to file a complaint and I want my 309 dollars back
Business Response
Date: 11/03/2022
Hello,

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

I've reviewed your complaint and checked with the concerned department in this matter.

After thorough investigation they've sanitized your account and the order (#***-50446525-8846641) you've mentioned.

They've requested you to reach out to your bank and file a dispute for the charge of this order so that the refund can get processed.

Your bank will assist you further in this regard. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/03/2022

Complaint: 18294771

I am rejecting this response because:
Amazo. Double dipping they unopened item money should be refunded however I have a appointment at Bank tomorrow I will file dispute amazon customer service is horrible nobody speaks English I thank the bbb for your assistance I will file bank dispute tomorrow.
Sincerely,

***************************
Initial Complaint
Date:10/21/2022
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 Fri, Oct 14, 2022 - Amazon Seller Central debited my account in the amount of -$39.99 for a professional sellers account for U.S., While i was setting up the store account, there was three other accounts showing pending and i only applied for the u.s. I canceled the other pending accounts because i thought i would be charge add'l $39.99. when i canceled them it canceled the main accout for the U.S. I wasn't aware it would deactivate my entire sellers acct. to sell on Amazon. I have reach out to seller central about the matter but i keep getting the run around through email. I send a email to refund me back. I have tried to resolve the issue by resending information the reactivate the account but the sellers support team isn't accepting the information provide to reinstate the account. The account is Nonstop2 at *******************
Business Response
Date: 11/15/2022
Greetings from Amazon,
Thanks for contacting us. We recognize how crucial it is for their business to get all questions answered.
To be able to get the refund, the seller must contact seller partner support (link provided below), and request to reactivate the account and make sure the account is downgraded to individual, and after doing that they also must indicate that need to have the refund for professional subscription fee (the bank account and tax information should have been previously added to the account to be able to get the refund).
Upon reviewing all support cases created by the selling partner, we were not able to locate any case in which they are requesting what we pointed out above.

We're here to help
To contact Selling Partner Support, use the link below:
https://sellercentral.amazon.com/cu/contact-us

Regards,
Initial Complaint
Date:10/21/2022
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 just want out of business with Amazon perminately!!!! We have requested account closure multiple times now only to be ignored. We owe nothing and have zero inventory present at amazon. We have created serveral cases asking for account closure. Attempted to call, but apparently Amazon no longer allows phone calls. We have incurred Blinding secret fees at Amazon. Such as a monthly bill for advertising in ******. We have never ever sold a single product in ******!!!! why are we charged for that. Also Audible. This company has never used audible. And finally, our seller account is said to "charge us $1.99 per order completed". We have made NO sales at amazon in the past 2 months, but yet we are debited $46.99 monthly. This has gotten so extreme that we were forced to change banks in an attempt to not be robbed by Amazon as we have asked to close our seller account multiple times. At this moment, WE FEEL HOSTAGE!!!!!! THIS WAS NOT, REPEAT, NOT PART OF THE CONTRACT!!!!!!!They steal our inventory. Constantly lie about everything. And cause more confusion than should be allowed. I have videos of Amazon drivers parking those trucks in customer driveways. Ring dorrbells and run away never waiting for a response. I've even had a amazon driver call my phone & bang my front door in an attempt to deliver a return (thats not ok). That incident also has a police report attached to it. Yes, it was that disrespectful. Not a single person at amazon is professional nor honest nor trustworthy. We simply no longer want our business name attached to Scamzon any longer. They are NOT representative of this company in ANY form.
Business Response
Date: 10/23/2022
I was unable to locate any seller accounts using the e-mail address, ***************************
Customer Answer
Date: 10/23/2022

Complaint: 18294443

I am rejecting this response because:

Sincerely,

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

The email attached to the seller account is ****************************

Business Response
Date: 10/27/2022
Hello!

I have confirmed this seller still has inventory pending removal. The inventory must be removed and removal fees charged to be eligible for closure.

Steps to take before closing your seller account
If you decide to permanently close your account, follow these steps:
Fulfill any outstanding orders.
Wait 90 days after your last sale to ensure the A-to-z Guarantee claims period is honored.
Wait until you have a zero balance in your account (your next disbursement or charge date).
Resolve all of your transactions with buyers, including issuing any necessary refunds.
Confirm that you have valid bank account information on file to receive a final payment.
Check your Performance Notifications to make sure that all the reasons for your account's suspension have been resolved and your account is restored.
Review the help page for further information: https://sellercentral.amazon.com/help/hub/reference/G200399470

I have confirmed that there are also recent orders making the account ineligible for closure, the most recent order was 3 weeks ago on 10/4/2022.

Accounts cannot be closed until 90 days after your last sale. This guarantees that the A-to-z Guarantee claim period is honored. If you have any open A-to-z Guarantee claims, your account must remain open until they're settled. Your account balance must be zero before your account can be closed.

There is no exception to this rule. Once the 90 days has passed and all other requirements are met, seller *** contact again to request closure.

The seller is registered globally with accounts in ** region. This is the reason for the fees. Please see the explanation and help page below:
Your monthly Professional selling plan fee can vary depending on whether your accounts are merged or not. Your merged accounts are listed in the store switcher at the top of the Seller Central page. If you have not merged your accounts, then you will pay the full subscription fee in each country (or region, in the case of ******** and Europe). If your accounts are merged, then you will pay a discounted subscription fee. Your monthly fee will be the lower of: (1) the sum of the subscription fees for each country in which you have active listings or (2) the equivalent of $39.99 USD per month. For example, if you maintain merged Professional selling plan accounts in ***** ($0 subscription fee) and ****** (600 MXN/$30.43 USD subscription fee), you would pay a subscription fee of $30.43 USD per month. If you maintain merged Professional selling plan accounts in North America ($39.99 USD subscription fee), Europe (39.99/$45.94 USD subscription fee), and ***** (4,900/$44.18 USD subscription fee), you would just pay the equivalent of $39.99 USD, split proportionately across each country or region in which you have an active listing and charged separately in each local currency. The amounts billed *** vary based on exchange rates. The amounts billed will exclude tax (except in ****** and ******) and exclude foreign transaction fees that *** be charged by your bank or credit card issuer.
Review the help page for further information: https://sellercentral.amazon.com/help/hub/reference/G67WTAUHB9TQ9M6U

We cannot assist with closure of the ** accounts. Seller must contact ** region specifically for assistance.

No further action can be taken on the complaint as the account is not eligible for closure at this time.
Initial Complaint
Date:10/21/2022
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 ordered a birthday gift that was supposed to be delivered on 10/20/22. There is no update on the shipment in ******,**. Tracking TBA303372022528. Order number 114-8361877-8955404. It was picked up in ******, ** yesterday morning, which is not far less than 20 miles Im guessing from ****** **.
Business Response
Date: 10/22/2022
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. I apologize for the inconvenience caused to you due to the delay in your order.

Upon checking the order #***-8361877-8955404 I see that the package is in transit and its got delayed due to unforeseen circumstances.

However, we expect the order to get delivered by Sunday, 23 October 2022. In case the order doesn't get delivered by that time please let us know we will assist you further.

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/24/2022

Complaint: 18294473

I am rejecting this response because:

The package was not delivered yesterday, Sunday 10/23/22, and it still isnt delivered today. I am willing to work with the company but regular shipping would not take this long.

Sincerely,

***************************
Business Response
Date: 10/28/2022
Hello,

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

I've reviewed your reply. I apologize for the inconvenience caused to you due to the order not getting delivered to you.

To make this correct we can issue a replacement or a refund for the order. Please let us know your preference in this matter.

Once you confirm we will issue the refund / replacement right away.

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/28/2022

Complaint: 18294473

I am rejecting this response because:
The package was delivered. The issue has been resolved. I do not need a refund or replacement. Thank you

Sincerely,

***************************
Initial Complaint
Date:10/21/2022
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'm a seller on Amazon.com and was selling dietary supplements. While selling these supplements, *** issued a health warning. This was a health warning, not an official product recall. Even though it was just a warning, Amazon isn't releasing my inventory worth $30,000. The manufacuter has agreed in writing to take all the units back due to the Health Warning. Other sellers got the inventory back but we didn't - this has been going on for 6 months now. Please help - Amazon is ignoring all our emails and communications. We really need that $30,000 back, we are a small business. Help!!
Business Response
Date: 11/02/2022
Greetings from Amazon,

The seller did not provide the **** they are having FBA concerns with. Also, please know the Executive team requires that a case regarding specific issues be raised to our Selling Partner or Brand Registry Support teams first. Our Support teams are on hand to offer **************** dedicated technical support, and should be the first point of contact for addressing any questions or concerns related to their Amazon Selling account. While we do understand that some of the processes can take time, we must ask that the seller initiate contact with the aforementioned channels before engaging the Executive Seller Selling Partner Relations teams.
Customer Answer
Date: 11/07/2022

Re Complaint: 18294430

Dear BBB,
We are providing the additional information you requested on 11/2/2022. Our concern is regarding ASINs: B084L2XM3Z, B092NQ9P45, B092P3KSF6, and B07X444LW3. The manufacturer issued a recall on these products, and we have been trying to have them returned
from Amazon to us so we can send them to the supplier for a refund. The supplier will only reimburse us for units that we send back. If Amazon does not release the inventory, we will lose over $20,000.

It is important to note that we have already contacted Selling Partner Support as suggested in the response from Amazon but they were unable to help in this matter.

We are requesting that Amazon release the remaining inventory of ASINs: B084L2XM3Z, B092NQ9P45,B092P3KSF6, and B07X444LW3 so that we can create removal orders and then send them back to the supplier for refunds.

Thank you.

Sincerely,

*************************
Business Response
Date: 11/09/2022
Greetings from Amazon.

Dear Better Business Bureau,

Please know the Executive team requires that a case regarding specific issues be raised to our Selling Partner or Brand Registry Support teams first. Our Support teams are on hand to offer **************** dedicated technical support, and should be the first point of contact for addressing any questions or concerns related to their Amazon Selling account.

While we do understand that some of the processes can take time, we must ask that the seller initiate contact with the aforementioned channels before engaging the Executive Seller Selling Partner Relations teams.

Please advise the seller to create a case with ******* Partner Support and if the seller is not satisfied with the resolution provided, the seller can write to the Executive Seller Relations.

Best Regards,
Initial Complaint
Date:10/21/2022
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 transaction was 09/22/2022 Amount of transaction is $ ****** The bussiness sent me a Ruku f11 Drone.Amazon won't refund me my money on a item I sent back.I originally opened dispute on a item that we thought was lost in transit, we eventually received the item and I contacted my bank and canceled the dispute. Since then I mailed back my ruku f11 drone and they won't refund me the money and said they already paid on the charge back. I contacted my bank and they say the dispute is closed and nothing has been paid to them. I'm out $****** and I find it very unfair. I don't know what else to do. Please help, e
Business Response
Date: 11/28/2022
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email.Could you please reconfirm the order id pertaining to your query for better assistance.

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

*****
Initial Complaint
Date:10/21/2022
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.
My account just received a ban from writing reviews for the items I've purchased. Why is this? I met all the requirements and just wrote my review for the items I've recently purchased. I literally just submitted a request a few days ago and the company removed the ban only to do it again within 48 hours. Literally the worst automated banning system, stating the my product reviews were reviewed before a decision was made, obviously not.
Business Response
Date: 10/23/2022
Hello,

Thank you for contacting us about your reviews.

After reviewing the situation, we have restored your previously contributed reviews. It may take up to 24 hours for the reviews to reappear.

We apologize for any inconvenience this may have caused.

Amazon Review Moderation team
Customer Answer
Date: 10/23/2022

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,

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

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