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

59,382 total complaints in the last 3 years.
21,614 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:09/29/2022
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.
We have paid Amazon.com for advertising over the last 7 months for our product. 1.5 months ago amazon edited our listing and in the process made the product no longer searchable by name. Amazon also placed the item in the the wrong category during the change. Amazon continued to collect advertising money for the product including for views and clicks while the product was unsearchable. Amazon collected the same amount of money while the product was selling 60 copies a month and listed at number one as it charged after the product was no longer searchable stating it received the same views and clicks. The product sales dropped to nearly zero supporting the fact that the product was made unsearchable.We have submitted 20+ Tickets to amazon to have the technical issues addressed and received a correction on the clearly inappropriate billing with no response other than to say the product is searchable by ASIN. That fails to address the fact the product is no longer searchable by name and is still in the incorrect category of PC compatible games while the product is not PC compatible.We also reached out to our amazon launchpad advisers with no help.
Business Response
Date: 10/04/2022
Greetings from Amazon.com Executive ***************

Please note that while we understand the selling partner is facing issues, and we are more than willing to assist, we are unable to take any actions without the relevant information such as ASIN (listing ID facing the issue), reference case ID(s), any screenshots of their advertising dashboard where the charges show, screenshot of the product not displaying by name, etc.

Kindly understand that we need the seller to communicate what their specific issue is for us to be better able to assist them.

When reaching out to our team, the seller needs to provide:

The URL where the problem was
The error message they came across
Screenshots of the current experience versus the intended experience
Any other detail that will help us know where their issue is actively being seen

Please advise the seller of this and have him/her reaching us through [email protected] for further support.

Thank you for your understanding. We hope these recommendations enable our staff to help our sellers more effectively.
Initial Complaint
Date:09/29/2022
Type:Customer Service 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.
Hi BBB,I need your help regarding the status of my seller account. My account was suspended by Amazon due to Drop Shipping Violation. I didn't receive a warning and Amazon suddenly deactivated it.I submitted a Plan of Action but was still rejected by the Seller Performance Team. Please help me to find out from Amazon what other documents are needed to reinstate my account.My funds are on hold and Amazon will not release them until my seller account is suspended. I have also resubmitted a new POA to Amazon but the system-generated response is still the same.I have employees who depend on me for their wages. I need to reactivate my account so I can continue to help my employees and I will make sure to continue and follow all Amazon policies and seller agreements.We understand that selling on Amazon is a privilege and we strive strives to provide the best service to Amazon customers. We kindly request to have our selling account restored so we can continue to ship all of our products to Amazon FBA. Sincerely, ********************* *************
Business Response
Date: 10/12/2022
Hello,
We have reviewed this sellers account and the selling partner can continue selling on FBA
We have sent necessary information to the seller via email on Oct 12, 2022.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/29/2022
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 two half umbrellas and two half umbrella stands from Amazon. I quickly asked for a return and refund when I realized the items were not as advertised. Originally I was only given the option to return these to a *** location myself physically, which I was not able to do, because the items are so heavy. On Saturday, September 24th I had a friend come to physically help me with these items. However, one of the labels was not ready, thus leaving me with no way to return these whilst I had assistance. I messaged Amazon and was connected to agent ****** who promised the items would be picked up Monday, September 26th and that I would be issued a refund. When the items were not picked up on Monday I phoned Amazon several more times, at which point they attempted to decline the request even though they have documentation proving that their employee promised this service due to my circumstances and physical disability. I need help as Amazon is not doing the right thing here. I am seeking a refund and I need the items picked up as I PHYSICALLY CAN NOT LIFT THEM AND NO LONGER HAVE ASSISTANCE.
Business Response
Date: 10/02/2022
Hello,

We have reviewed the issue filed for the Order ID ******************* and noticed that *****'s claim was denied and we are unable to reverse our decision at the moment.
***** has reported the issue with the item received on time and return request was filed. Seller has provided a return address to the Buyer along with a tracking number 1ZA468W19041980020 to return the product.
Buyer failed to return the item within 14 days of receiving the return address from the seller. If the item is defective or damaged, it may be under warranty with the manufacturer. For help with this issue, we encourage Buyer to contact manufacturer or visit their website. Manufacturers are often willing to repair or replace defective products.
Since the return guidelines were not followed for this order, Buyer is ineligible for a refund.

Sincerely,
Initial Complaint
Date:09/29/2022
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.
Amazon has not refunded me for all the items returned from order#***-6953455-9349031. 4 shawls. Amazon has received all items per **** I spoke with Amazon customer reps 3 different times. Each time I was told the issue was resolved and the refund would be issued. Refund has still not been issued. I am due a refund for the 4 items not yet refunded from order#***-6953455-9349031.
Business Response
Date: 10/01/2022
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.

After the carrier receives your item, it can take up to two weeks for us to receive and process your return. Certain items can take up to 30 days. This is the maximum time it takes for the refunds to be issued for any returned order.

I see you have initiated return on the provided order on Sept 19. It is still within the refund timeline, I kindly request you to please wait until Oct 18 (30 days from Sept 19) for the refund. Some of the items are already refunded, you will receive the remaining refunds as soon as the items are processed.

I appreciate your understanding and patience. For more details on refunds on Amazon, you may visit this link.

https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

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: 10/03/2022

Complaint: 18148757

I am rejecting this response because:
Amazon's policy is to refund items no more than 7 days after receiving the items for return. All items from the previously referenced order number were received by Amazon on 9.26.22.
Tracking numbers ending in ****, ****, **** and **** were all received by Amazon on 9.26.22. I should be fully refunded no later than 10.3.22 for all items in the previously referenced order number.
Tracking number **** has been partially refunded. 7 of the 9 shawls that were in that returned package were refunded, 2 still need to be refunded.
In total I am due a refund for 4 shawls.
Please refund me by 10.3.22.
Sincerely,

***************************
Initial Complaint
Date:09/29/2022
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.
My store MK Investmets LLC has been going through an appeal process for over a month and a half now, I am quite concerned about this situation, After sending an appeal on August 2 and without receiving any response from Amazon in a long time, I was forced to communicate with an Amazon agent to learn more information about my store without receiving a positive response, I recently sent a new appeal waiting for a response, this platform defends its customers perfectly but ignores the needs of us as sellers, they do not know how much we lose by waiting so long and none of the shipments we make are accepted, I continue to wait for a response but I really need my account to be reactivated, I made a commitment to Amazon to change my management model with the store and to do so I need the account reactivated, please help me with this, i ask you to please intervene.
Business Response
Date: 10/03/2022
Hello,
We have reviewed this sellers account and require more information to complete our review.
We have requested the necessary information from the seller via email on 3-Oct-2022.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:09/29/2022
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.
Twice now this companies delivery driver has lied and said something was delivered and it wasn't. This time he went as far to say he handed it directly to the resident which means he delivered it to the wrong address because I received nothing from a delivery person today. I want a full refund and store credit for the inconvenience this has caused. I have jewelry that someone orders and now I can't make it because of this.
Business Response
Date: 10/02/2022
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 order did not arrive and it said delivered to resident on tracking.

I can see the issue was reported to our team and they have requested certain details to get this resolved. The team have sent an email on Saturday, October 1, 2022 at 3:08 AM (PDT). I request you to please reply to that email with the requested information.

Once the details are received by our team, they will check on it and get back to you with the resolution at the earliest. 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:09/29/2022
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 have been trying to return this printer since the 2nd week I've had it. it quit, it wasn't what I thought it was and now its leaking ink everywhere. I no longer have a box big enough to ship it. I can't go get a box or take it anywhere due to my truck tore up. I can't print a label because of course, printer is broken. I bought a warranty thru amazon that they can't find of course. it is now outside the 30-day window, so they are being even shorter with me in chat. I have been told twice in 2 days that I was issued a refund and I haven't received anything. I spoke to 1 of the 2 that again a few minutes ago and she didn't remember me and said a return was never even started! I just want my $100 back. I aint rich by no means and that is a lot of money to me. I used to love amazon but I don't know what happened to them. this is unacceptable My daughter and I also have another 2 complaints I believe on amazon. They emailed asking for the order number to her complaint and she gave them the order number for the printer by mistake and they removed the printer from completely from the orders on the account!! Luckily I still have the emails containing the reciepts for the purchase and the emails containing the return label from where I tried to return it several times. This is just unbelievable!!! How can they get away with this?!
Business Response
Date: 10/11/2022
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 we see your concern with returning the printer when you reached us earlier on the issue, the answer provided was correct. We will not be able to issue a refund or a replacement without the return being received and confirmed at our processing center.

I do not see any hold on your account, you should see the order ending in **** on your order details page. We have shared the free prepaid return labels for your order, you could use a recycled box for your return if you do not have the original packaging handy.

As an alternative, you could reach the manufacturer for warranty support.

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
Initial Complaint
Date:09/29/2022
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.
Bought a scope to use at a training class from Amazon on september 3rd. The order arrived late and I missed the training course. Order Number 111-2457375-2966626. I received the scope after the date it was advertised to be delivered. Then I open the box to see that the box had been damaged and the seal for the item had been broken and the item had been tampered with. When I opened the box the item inside was incorrect and was even used and dirty. When you spend $2300 on an item from amazon you expect it to be brand new and the CORRECT item. I have called 4 times to amazon and all they keep telling me to do is wait for my refund and that it could possibly take another 30 days for me to get my refund. This is ridiculous and corrupt to be sending incorrect used items labeled as New when they are clearly used. It is now September 29 and all they are telling me to do is wait longer. I now have no item and am out almost $2500 after tax.
Business Response
Date: 10/01/2022
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 return. I'm sorry for the inconvenience caused.

Upon checking, the e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:
https://www.amazon.com/gp/help/customer/contact-us

Once we have the details from registered email, we can look into it and help you further.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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:09/29/2022
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.
There was a problem with the refund for one of the items I bought.My bank couldn't locate the completed refund.I used my Mastercard debit card issued by the ******* bank. By the time of the refund, Mastercard stopped working with all ******* Banks due to ******* aggression against *******. So, I haven't received my refund. I called my bank and they said that they can't help me because Mastercard doesn't work with them. They said that the problem is on the Amazon side and you should fix the problem. - the order number if available 114-1480569-8129820 ORDER PLACED March 5, 2022 - the last 2 digits of the payment method 91 - the amount of the refund ******** - the date of the transaction Refund issued $******** refund issued on Mar 24, 2022.With this problem, I contacted the email address recommended by Amazon support (*****************************************)I was offered two options for a refund: a refund by check or gift card to my Amazon.com account. I chose refund by check. However, I never received the check. At the same time, the support service at this email address does not answer me at all now.
Business Response
Date: 01/13/2023
Hello ******,

I am Raman from Amazon.com. I am writing on behalf of my colleague, ********, 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.

We've previously corresponded in the past about your Amazon refund and so we have engaged the correct teams on this matter.

I have been advised the refund is in processing and we are expecting the issue to be closed presently. I appreciate your patience while we work on this matter, and hope to write back to you soon with good news.

Thanks for your patience, and Ill be in touch again soon.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 01/21/2023

Complaint: 18148215

I am rejecting this response because:
With this response, the company notified me that the solution of my issue is still in the process. Since this is far from the first response from the company that they are solving my issue, and soon it will be a year since I had reasons for a refund, this answer is not yet a solution and does not mean that the company has fulfilled its obligations to me.

Sincerely,

*****************************
Business Response
Date: 02/05/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon checking with the investigation team, It does appear that the check request was approved on January 17, 2023, and is processing normally.

Typically checks take 2-4 weeks to arrive, requesting you to wait until February 17, 2023, for receipt of the check.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 02/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:09/29/2022
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 placed an order for a new printer part Order#: 114-9911586-7046660 What I received was a printer part that was obviously taken out of a dumpster someplace and then resold as a new replacement part. I reported the issue to Amazon and they said that they would infact accept a return. After a couple of weeks I contacted them and asked WHY *** had not come to pick this up and they said I would be emailed a label. I never received any label so I contacted them again and the response was "Now it's too late". UNACCEPTABLE! It is LATE because THEY never sent me a return label!
Business Response
Date: 10/02/2022

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed that *****'s claim was denied and we are unable to reverse our decision at the
moment.
Buyer has reported the issue with the item received on time and return request was filed. Seller has provided a return address to the Buyer along with a tracking
number 1ZA468W19013718143 to return the product.
Buyer failed to return the item within 14 days of receiving the return address from the seller. If the item is defective or damaged, it may be under warranty with the
manufacturer. For help with this issue, we encourage Buyer to contact manufacturer or visit their website. Manufacturers are often willing to repair or replace
defective products.
Since the return guidelines were not followed for this order, Buyer is ineligible for a refund.
Sincerely,

Customer Answer
Date: 10/02/2022

Complaint: 18148024

I am rejecting this response because:

I NEVER RECEIVED any label as I told them many times. One of the customer service reps that I spoke to on the phone acknowledged that and said one would be sent. I don't believe that Amazon is intentionally trying to defraud me but the company responsible for this problem is lying to them and me. No label has ever been issued, they sent garbage out described as NEW as proven in the photos, and now they are lying to cover it. I still have the part they sent in it's packaging waiting for the label ALL I want is my money back and I would be thrilled to send it back. They can go ahead and sell it to some other poor unsuspecting person.

Sincerely,

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

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