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

58,217 total complaints in the last 3 years.
21,807 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:08/08/2022
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.
On March 29th , 2022. I made a return for order #***-2747667-6185057 $128.43 Amazon accepted my refund and I send the Item back. I have never received the credit back into my account. they stated they have the right to not credit back. I dont accept this responds. they need to credit my money back or re ship the item back to me. After many after many back and forth with Amazon they closed my account. after I stated I was going to file a BBB claim. they short explanation This is because you have consistently asked us to issue refunds. I buy more things via Amazon if the items dont arrive or arrived wrong. I have the right to request for refund. not only they closed my account but also not refund #***-2747667-6185057 $128.43 and also no refund for my account balance of $150 Sincerely,************************* ******************** ************
Business Response
Date: 08/14/2022
Hello,
We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 14 August, 2022. This email confirms that the refund has already issued on Mar 23, 2022 for $118.10 to the original payment method.

Sincerely,

******
Amazon.com
Customer Answer
Date: 08/16/2022

Complaint: 17690375

I am rejecting this response because:
1- missing my credit balance of $150 I would like this refund its my Money.
2- my account should be re open. If they say NO. I would like a investigation to show me why not.

Sincerely,

***************************************
Business Response
Date: 08/27/2022
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com

Business Response
Date: 09/15/2022
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.
Also we have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 15 September 2022.

Sincerely,

Rupsa
Amazon.com
Customer Answer
Date: 09/23/2022

Complaint: 17690375

I am rejecting this response because:
not acceptable that I return an item and they dont refund my Money. and same my account balance they must refund it.... I have spent thousands of money over the years and I have the right to review their reason as I have ask for the investigation report and If I done anything wrong I'm open to clear out any issues.
they must refund my last return
if they firm on arent able to consider further requests to reinstate it or issue anymore refunds. I have my right to legal ask for advice on next step. Very simple I want to detail with facts explanation on why they they saying I my fault.
I want to take legal action over this....

Sincerely,

***************************************
Initial Complaint
Date:08/08/2022
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.
On August the 8th at approximately 4:30pm EST, we received an alert on our Amazon echo that our account was being suspended. Shortly thereafter all devices in our home (Firesticks, Amazon Echo Dots) would no longer function.We then tried to sign into our amazon account only to find out that it was on hold due to suspicious activity. We were then advised to fill out a form detailing our last purchase and a copy of the credit card record. After completing the above step, we were then advised that we would receive an email within 24 hours advising the next steps.We called customer service and advised the hardship this will create 1) We are paying for Prime Membership and have no access 2) All other accounts that go through Amazon ************************* Netfilx, etc.) also have no access for 24 hours.3) All of the devices will require time to reconnect to Amazon once resolved 4) We have orders which are on hold which were required for our upcoming vacation.5) I wasted over 2 hours of my time on the phone with these people.I believe a phone call from Amazon could have resolved this issue if they had any questions on our account which is and has been in good standing. This is a complete disregard for my time.I would like to be compensated for my time and lost access to my subscription services.
Business Response
Date: 08/11/2022
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.

I am sorry to hear of the concern shared with us when the account was on placed on hold for violations of the terms and conditions. The hold has since been lifted.

We have reviewed your response and have reinstated the account, an email was shared on Tuesday, August 9, 2022 at 2:23 PM (PDT) to the email linked to your account. All subscriptions and orders have been released, including your orders. You should be able to use your account normally.

We are not able to offer any credits or refunds on the issue.

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: 08/19/2022

Complaint: 17690341

I am rejecting this response because:
Amazon claimed that our account was "placed on hold for violations of the terms and conditions". I have sent 3 responses to them requesting an explanation of which terms or conditions were violated and have yet to receive a reply.

If we violated any of their terms and conditions, we need to understand what was violated so as not to repeat it.

Otherwise, we need to be compensated for our time and loss of subscription services.

Sincerely,

***********************
Initial Complaint
Date:08/08/2022
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 been trying to get my seller account on Amazon reinstated. I know that what happened in my account is serious, and I would like to make amends.I hired a VA whose actions have led to the closure of my account. In full disclosure, I hired the VA to run my account with 100% autonomy. I know I should have been checking in on the work that was being done, but I did not.When working with Amazon I anticipate being treated fairly, this has not been my experience. Most of the appeals that I have sent to Amazon have not been answered. Having an appeal option that is ignored seems like bait and switch.I am hopeful that you will help me work with Amazon to get a path forward.
Business Response
Date: 08/12/2022
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 12-Aug-2022.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 08/13/2022

Complaint: 17690392

I am rejecting this response because:
I have not received any email from Amazon. I am still waiting for Amazon to contact me.
Sincerely,

*********************
Business Response
Date: 09/02/2022
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 Sept 2, 2022.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 09/09/2022

Complaint: 17690392

I am rejecting this response because Amazon claims an email was sent, but none was received. This is the trouble with Amazon, they publically say things that are untrue and misleading while doing the opposite in reality. On behalf of sellers who are trying to work with Amazon, I need your help to get through to Amazon.

No emails were received from Amazon in the timeframe that they specified or within the week afterward.

Sincerely,

*********************
Business Response
Date: 09/23/2022
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 Sept 23, 2022.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:08/08/2022
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.
On July 28, 2022, I purchased Creator Expert Titanic Building Set ***** - **** Pieces. The cost was ****** before taxes and fees, which brought the total to ******.Delivery ended up being from *****, and was set to arrive between Aug 12 and Aug 26.I received a delivery alert today, and instead of a lego set, I received a pack of stickers that I would value at maybe $2.00. I contacted Amazon, and they stated that even though I used my Amazon credit card, and paid Amazon, I had to go through the third party seller, KATOUS, to resolve this. Despite the fact that there are now SEVERAL entries stating that others have received stickers instead of the **** set that they were promised. In addition, the storefront has now increased the price of the product, in that time, to ******* before tax.In addition, going back and looking at reviews, it seems this company has been cheating people for some time, and Amazon knows and refuses to do anything about it. They have stated I must wait to see if the third party will make it right, and only then can I file a claim with them. However, they also put time limits with their complaints. In addition, they provide no way of contacting their legal department, no phone numbers to contact anyone who can help. They put you in contact with people who just tell you they cannot help you. So, I am currently out the ******, do not have the product I bought for, will only get a refund, and none of the interest for my money being held in bond by someone else. The thing that I want is the Lego Set I bought, for the price I bought it for.
Business Response
Date: 08/23/2022
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 you got the wrong item and have reviewed the order sold by a third party seller on the website. Unfortunately, a replacement was not an option in this case.

A full refund has been issued on Wednesday, August 17, 2022 to your original payment method on the order. You should see the refund in 3-5 days of issue on your statement.

You could place a new order and 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:08/08/2022
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 a life jacket from Amazon that was advertised for kayaking and paddle boarding. When I received a jacket it specifically says that its not for offshore use. That is it it is a jacket for lakes rivers someone so forth but not for the ocean. I specifically read through the fine print for the Coast Guard compliance etc. and nothing was stated as far as not for offshore use. I am mediately contacted Amazon I was directed through their website to contact ****** productions to get a return issued. Keep in mind the item also says eligible for return or replacement within 30 days like all of Amazons items say. I got the label sent to me I return the item I was not refunded $83 I was only refunded a total of $56, 36 for the ***** jacket and a 20 good faith credit which will not suffice. I ordered this item as described and it is not my fault it was not advertised correctly and that that specific safety rule was not set forth. Someone who doesnt read the product could drown and/or something worse happen. I would like my total ***** refunded to my account. I have contacted both Amazon the BBB email that I have as well as ****** through Amazons platform per their instructions with no answer, copies of which are attached. Again I must specifically point out that the day the second that I opened the life jacket I did not use it did not activate it nothing all I did was open it read the instructions and immediately contact Amazon as Im supposed to so I did everything on my on my end its Amazon completely.
Business Response
Date: 08/11/2022
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.

I see your concern about the utility of the product for your requirement and have looked into the matter in detail. A total refund of $64.63 has been issued on the order, and the restocking fees that applied are correct.

We will not be able to issue any further refunds on the order. I share a link to the order details page for reference. https://www.amazon.com/dp/B074VCX5MY

The description of the product shows it is a "U.S. Coast Guard Approved *********** Jacket / Personal Flotation Device PFD with Type III Performance".

I would refer you to look up the Classifications and Types of Life Jackets / Personal Flotation Devices for help in this matter.
Type I: Offshore Life Jacket. This is the most buoyant vest you can wear. ...
Type II: Near-Shore Buoyancy Vest. ...
Type III: Flotation Aid. ...
Type IV: Throwable Device. ...
Type V: Special-Use Devices. ...

You seem to be looking for a Type I - Offshore Life Jacket, and I would invite you to explore various options available on the Amazon website. As the description is not an error, we would not be able to require the seller to issue a refund for the restocking fees.

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: 08/21/2022

Complaint: 17689797

I am rejecting this response because:

Sincerely,

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

i do not think it is my responsibility as a consumer to check the coastal guards requirements for a life best before I purchase it. I purchased a life jacket based on for kayak use and nothing was disclosed about it being not intended for off-shore use. I have read and reviewed the description time and time again and it says that they accept returns for 30 days and again, nothing about the offshore use nor had I ever even heard of it until I received tge life jacket in the mail. I do not think its fair that I turned around, immediately returned it in resaleable condition yet they keep part of my money. I paid ***** total for it, I WANR NY ***** back henceforth. I know that I am lucky as I noticed their error in time.what if a person did not and ended up drowning because of in.

in the alternative and to give the business the benefit of the doubt that it was just a mistake, I checked and they still advertise it for the same, do not disclose the danger of using it in the ocean nor did they even mention it when I requested the return. They are selling sonething based on false claims and this could lead to serious injury if not death. And what streams or lakes are in. ******. Its common sense. I am more to the point that I wasnt them held accountable and change the wording of the advertisement on top of receiving my FULL REFUND BACK!
REFUND BACK.
Initial Complaint
Date:08/08/2022
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 ordered a phone from Amazon Warehouse on May 16, 2022 (Order# ***-7999312-6572225) for pick up at Amazon Hub Locker. I never received an email that the order is ready for pickup or a barcode they always send to pick up an item from a Locker. I have been waiting for the item and it was running late, so I bought another, more expensive phone. For some time I even forgot about the order and NEVER received any news from Amazon about the order. Today I was glancing through my order and realized that the order still says "On the way, but it's running late". Amazon never shipped my item, never let me know to go to pick up. So, I called Amazon today and representatives cannot refund my money. Instead giving me a big "apology" for taking my $740.18 and never letting me know about the order at all, one representative transfers the call to another and at this moment the 4th rep. *********** me to someone else and the call went to general waiting line. Please refund my money that you took from me and NEVER delivered the item. This is like stealing the money from me.
Business Response
Date: 08/11/2022
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.

I am so sorry to hear that the order for the phone was not delivered on schedule and have looked into the matter. We sincerely regret the experience and are looking into what caused this to happen.

The refund was issued to your gift card balance used to pay for the order on Tuesday, August 9, 2022, you would see the credit on your account as of the writing of this email.

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:08/08/2022
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.
On June 22, 2022 I ordered a Thaan Thai Charcoal product (111-441-0505-1712226) for a total purchase of $73.94. Product shows shipped ***** TRACK ID *********************** on June 24th, arriving at the *****, ** Amazon warehouse facility, which was transferred to the **********, ** facility to be delivered. Package was damaged, returned, an indicated UNDELIVERABLE in the system. NO PRODUCT WAS RECEIVED. NO PRODUCT WAS RECEIVED. I disputed the charge with my cardholder since the product did not arrive. On 7/17/2022 Amazon sent an email informing requesting I pay for this order, and request to REPROCESS the charge, and they will then credit my card. I informed customer service that I will release the dispute with my credit card. Once the dispute was reversed, Amazon charged the $73.94 again. I have contacted customer service on several occasions regarding my refund status. The agent claimed a refund was processed on July 21, 2022. My credit card has indicated that no such credit is shown. Amazon has stolen $73.94 and poor quality customer service for an obvious blunder with all indications the product still shows UNDELIVERABLE.
Business Response
Date: 08/12/2022
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 have requested a refund for USD ***** to your bank account. This refund should be posted in the next 2 business days. Please contact your card issuer for support in locating this refund.
We appreciate your cooperation in resolving this matter.

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

*****
Initial Complaint
Date:08/08/2022
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.
Hi, I used to be a seller on Amazon until both of my Amazon seller accounts were indefinitely banned. I received the following email from Amazon: "Hello,We reviewed your account and the information you provided, and we have decided that you may not sell on Amazon.com. Due to the nature of our business, we do not provide details on our investigation methods. If we determine that a seller account was used to engage in fraud or other illegal activity, we may permanently withhold payments. Therefore, we do not plan to transfer any funds to you."I would like to be paid out the funds from my 2 Amazon seller accounts respectively ****************** and ****************** for the sales I delivered and completed on Amazon, but was unpaid for them. Regardless of the situation, I am not sure what legal right Amazon has to withhold and refuse to pay out for completed transactions. I would also like to know what type of fraud or other illegal activities Amazon suspected me of engaging in and how I can appeal this decision and remain a legitimate seller on Amazon. Please feel free to contact me at ************** or via email at ***************** Please send me 2 seperate checks in relation to my 2 Amazon seller account balances to:********************* *****************************************************************
Business Response
Date: 08/24/2022
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2022-08-24.
Initial Complaint
Date:08/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought gift cards which were applied to account **************************** There has never been an issue with this before, however, at the beginning of June after the cards were successfully applied and a purchase was attempted, Amazon put a hold on the account.They asked that I prove my identity by sending a utility ****.I sent it.They then asked for proof of purchase.I'd never kept the receipts before once a card was successfully applied, but I was able to get the receipts reprinted at the stores via the transaction logs from their accountants.Amazon then wanted proof that I owned the method of payment.I sent them a picture of my debit card showing my name and the last four digits of the card. (which corresponds to both the utility **** as well as the transaction logs.)This wasn't good enough, apparently.I then got a statement of ownership from the bank showing that the account is mine, the transactions coming out of the account, which also show the last four digits of the debit card. And included a phone number for the bank in case they had any questions.To date, they have still not accepted this and reactivated the account.It is still on "temporary hold", and has been for 2 months now.I'd like them to reactivate the account so the funds (over $200) can be accessed.After that, I will never purchase another Amazon gift card again, and frankly, can't recommend that anyone else does either.What they have asked for is a mastercard **** showing my name, address, and the transactions. But, I've explained that it is a debit card, which you don't get a **** for. What I've given them should more than prove the transactions were valid. Even their own customer service people, whom I've spoken to on multiple occasions over this issue, agree with me on that. They have all the documentation that is even possible at this point.
Business Response
Date: 08/14/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 15/8/2022 confirming account reinstatement.
Sincerely,
Amazon.com
Initial Complaint
Date:08/08/2022
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 June 15,2022 I ordered Presto ***** 23-Quart Pressure Canner and Cooker from amazon.com. I did not open the box for about a month as I was confident that whatever I bought from them was of good quality or at least returnable. Never had a problem before. Unfortunately, this time was different. As soon as I tried to use the cooker, I found out that the gauge was not functional, and the inside turned dark just after boiling a few cups of water. I tried to immediately start a return but was just a few days late. Amazon chat recommended to take it up with the vendor, which I did but they refused a return. Yes, I was 5 days late, but this does not change the fact that the item is defective.Later, on August 4, an Amazon representative, ****************, told me that they are submitting an A-to-z Guarantee claim, which will definitely take care of the problem, regardless of the delayed return date. The next day *****, another representative, emailed me that they are not doing it.This is not right. Amazon.com authorized the vendor to sell on their site, therefore they should be responsible for selling defective products to their customers.
Business Response
Date: 08/24/2022
Hello,

The A to Z claim on Order 114-5690729-0317809 has been closed because buyer did not contact the seller to report the issue within 30 days of receipt. 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.

Sincerely,

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