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

57,491 total complaints in the last 3 years.
21,639 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:07/28/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made an online purchase with Amazon. I decided to return the item. I did so within the return policy guidelines. At the time of the purchase and when initiating the return Amazon provided a return policy. Amazon changed the terms of their policy without consent. I feel this is a breach of contract. I have attempted to contact Amazon for a refund. Each time the return policy changes. First the policy is quoted as "refund issued upon receipt" allow for processing. Than it became 5-7 days after receipt, Than 10 Business days. Most recently 27 days after receipt allow for processing.
Business Response
Date: 08/01/2022
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the return policy.

I apologize for the inconvenience that you've experienced in this case.

I've checked and processed the refund for Order ID: ******************* to the original payment method.

Refund should be credited within 3 to 5 business days.

Also, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/01/2022

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:07/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As a Wholesale Apparel Accessory Business I decided to sign up with Amazon, as I felt it would improve sales, etc. Unfortunately it proved to be a misleading, misrepresentation in my opinion, as I found out.1) Problems logging on to service any prospective customers. Amazon rates you as to the number of sales you have. If I cannot log on, I certainly cannot serve my customer or fill any ********* Email after Email back and forth, back and forth. Statements that lead to your online account to involve seller support. IF YOU CANNOT LOG IN, HOW CAN YOU REACH SELLER SUPPORT??? RIDICULOUS.3) Then they try to upsell you with Seller Promotional Advertising to get more and more money out of you, because more than likely in the back pages customers searching will NEVER find your product pages.Even after I personally performed a search on my products, SPECIFICALLY WITH MY PRODUCT NAME EXACTLY, WHICH NO ONE ELSE ON EARTH HAS...SOMEONE ELSES PRODUCT POPPED ** IN THE SEARCH.THIS IS A FRAUD!
Business Response
Date: 08/01/2022
Greeting from Amazon Services,

I understand that the seller would like to downgrade their Professional Seller Account to an Individual Account and be refunded the $39.99 Professional Subscription Fee. They are also asking about search results and paid advertising.

Sellers are eligible for a Professional selling plan refund if they have not used any Professional tools or benefits after signing up. If they want to end your Professional selling plan, they are eligible for a one-off refund of up to three months, and their refund request needs to be initiated within 90 days from the payment date of the Professional plan selling fees. If they meet this refund criteria, the seller should contact Selling Partner Support for assistance with refunds.

To downgrade the account, the seller can:
1. Hover of "Settings" in the upper right corner of your screen
2. Click on "Account Info"
3. In the right Your Services section, click on the blue "Manage" link
4. Click on "Downgrade" and agree on the terms and conditions.
NOTE: selling in ****** does require a professional account.

After switching the account to Individual selling plan, the seller will no longer be charged a monthly subscription fee and will instead be charged a per-item fee of for each item sold.

When they switch from a Professional to an Individual selling plan, they will lose access to certain features, including:

- Use of feeds, spreadsheets, and other tools to load inventory
- Access to order reports and order-related feeds
- Eligibility to compete for listing placement in the Buy Box
- Ability to define your own shipping rates and service levels for non-BMVD items
- Ability to create promotions

The seller may request an account closure by using the following tool: https://sellercentral.amazon.com/help/hub/solution/DA_CloseAccount2

Here are help pages with additional resources:

Monthly subscription fee
https://sellercentral.amazon.com/help/hub/reference/G67WTAUHB9TQ9M6U

Why am I being charged a subscription fee?
https://sellercentral.amazon.com/help/hub/reference/G16251

Selling plans
https://sellercentral.amazon.com/gp/help/64491

Factors such as the history of buyer viewings, the sales history of an item, price, and current availability all influence the location which a specific product achieves in the search results. This means that products that sell better tend to be toward the beginning of the list. Therefore, as the sales increases the seller can expect their products to appear more frequently toward the beginning of the search results.

Paid Advertising or Sponsored Products is an optional service for bidding on keywords. Search results are not guaranteed, however there are tools available to help optimize listings.

Here are help pages with additional resources:

Advertise with Amazon
https://sellercentral.amazon.com/help/hub/reference/G200663330

Optimize your product discoverability
https://sellercentral.amazon.com/gp/help/10471

Help Customers Find Your Products
https://sellercentral.amazon.com/gp/help/201618820
Customer Answer
Date: 08/01/2022

Complaint: 17637776

I am rejecting this response, since I DO NOT WANT ANY TYPE OF SELLIMG ACCOUNT WITH AMAZON.:

Sincerely,

***************************
Initial Complaint
Date:07/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB Investigator,I am a third-party seller on Amazon (Merchant Token A10CK2G9NQ3TAV) and they have deactivated my account until I can prove the items I was selling are authentic but they wont accept my invoices because they cannot verify my suppliers. Therefore, I provided a plan of action that states I am no longer sourcing from SE LLC, GOAT, Stadium Goods, or Kohls. In accordance with Amazons anti-counterfeiting policy, I understand I must be able to provide invoices when requested from suppliers who have a verifiable supply chain. Amazon has stopped responding to my appeal even though I am committed to quality sourcing going forward. Can you help?Respectfully,*****************************
Business Response
Date: 08/02/2022
Hello,

We have reviewed the Seller's account and require more information to complete our review.

We have requested the necessary information from the Seller via email. We sent this request to their registered email address on August 2, 2022.

Sincerely,
Seller performance team
Initial Complaint
Date:07/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had ongoing issues with Amazon regarding the quality of the merchandise I have received, restocking fees that are not appropriate, products and sellers that are unscruplous that no one is checking out, selling products that are either refurbished, out of warranty from the manufacturers, no product support as promised, and after 30 days I have a profound fear of losing my money so I buy and return from the start. The last disaster is receiving another laptop that is out of warranty from the manufacturer uses copper wiring that you can see when you turn the laptop over, and it getting very very very hot which according to my retired tech friends is not normal. At first I thought it was upon charging but it was not. Then I have had to deal with a seller selling a refurbished laptop as new and keeping fees because he lied about the fact that it did not come with accessories. Then I return shoes that i tried before I buy and one I did return with the box the other one the box wouldnt fit in the bag so I returned it new and they took out fees. They are holding back my money which I am charged interest from the credit card and **** is alot of money to have on hold. No one checks out these sellers or sanctions these sellers,and they make it seem like for some reason it is my issue when it is not that I buy and return and buy and return. I am a senior citizen and I need large screens, large numbers, and have tremors, and cant see that well. Other than that I am a retired professional women and I know junk from not junk, and once this is said and done I want to suspend my account with Amazon. It is no bargain. I would rather buy from **** directly or HP directly or such. OR chewy for dog food so I am not getting expired dog food or batteries, or etc.
Business Response
Date: 08/01/2022
Hello *************************,

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

I've reviewed the complaint and understand your concern about the order return and restocking fee.

I apologize for the inconvenience that you've experienced in this case.

As per the update from the seller, laptop has multiple scratches on the lid and has significant signs of usage and if the laptop is returned in its original condition, no restocking fee would be charged.

I'm sorry, we'll not be able to take any action in this case from our end.

If there was any alternative to refund the amount, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/01/2022

Complaint: 17637446

I am rejecting this response because: the issue is that Amazon does not check out sellers and buyers . Sellers are selling refurbished laptops as new. I have bought and returned many things and found out in this particular case the seller is lying. First he said he didnt refund my restocking fee because it didnt have accessories returned then he replies to Amazon that he would have sent me the accessories. I had the *** store checkin the item before returning it as I did today with another laptop that was listed as new and resold as a refurbished laptop. I find out these sellers donthave valid phoen numbers and or addresses that arelisted as farmers market and or mailboxes and when I called that number after my investigation after the fact they never heard of that company . The seller used someone elses broken laptop to say that I sent back one with scrattches that is a BALD FACE LIE LIE. I asked Amazon to put in an A to Z claim for me. To sanction these sellers. They also took out a restocking fee for new try before I buy sandals that I tried on in the house and returned the same day I got it but I didnt put the box in the torn bag for fear it would get lost and I was also deducted a fee. However, I did return the other shoes that were not true to size even though they said it was and someone has to check out these sellers like I have done to protect me and others. From false claims, lies, fees, etc. Just like this PC online who is also selling new laptops that are refurbished with old batteries and take forever for it to boot up and charge up. I am besides myself. I cannot wait 30 days to get my money back I want this expedited to a higher ** in ******* who can help me. I dont want I could if I would. That is unacceptable I am losing money and time and have notified my credit card as I have to pay interest on these things. Amazon does nothingn to protect buyers and I find this out after the fact as all the laptops I have had I returned within the first week of owning them so I didnt get stuck losing **** plus dollars just for that reason. A new new laptop should not have these issue, a refurbished laptops sold as new will have thse issues. This seller lied he put a picture of a laptop that was not even mine that is fraud. Or I told him if *** damaged it in shipping file a claim with *** not me. I want to be compensated and have these sellers not sell on Amazon. Like Hot Tech Geek, this seller and PC online. Then I was lied to and told Amazon offers tech support and when I have called for tech support I was told directly from Amazon they do not call the manfuturer. So I called ASUS and **** and they toldme that it is not a new product even though it claims it is it is out of warranty and I have no protection if somethiing goes wrong after 30 days what a mess. I dont want to buy from Amazon any longer. Even dog food is expired.

Sincerely,

*************************
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 21st, Amazon sent an email to me saying that my account was closed because I consistently ask them to issue refunds. That day I didnt ask for a refund I tried emailing them and letting them know that I didnt use my account to ask for the refund. Ive tried emailing them back and its just the same email resent every time. All of the instructions they told me in order to appeal what happened I would have to log into an Amazon account which I couldnt because my account is closed and wont work. Its very devastating that I cant make a new account or even use my original account when I would use Amazon to purchase a lot of things. No one helps you Ive been trying for over a little over a week and nothing. I tried calling and speaking to costumer service to see if they could help me resolve the problem and they told me to wait 24- ******************************************** I waited and received the same email from [email protected] . It is ridiculous that even the slightest thing Amazon is just closing down accounts without people knowing, I cant even use my television without an Amazon account or even create a new account because they will close that one down too. *** tried to apologize and beg to see what I can do In order to get my account back. All I ask is for my Amazon account be reinstated I will do anything in order to have it back.
Business Response
Date: 08/25/2022
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 25th August 2022.

Sincerely,

********
Amazon.com
Initial Complaint
Date:07/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I tried to get a refund to my Amazon gift card balance so I can make a new purchase. But I got rejected by the customer service agent to give me the refund. My refund was sent to the credit card, but its my moms account and everything of that account got closed. ! But the customer agent refunded to give me the refund. I called many times sometimes in the past, my phone got ignored or hang off. I talk to the chat, no one appeared or end the conversation in the middle of the talk. Can anyone please help me please? Sincerely, ****************
Business Response
Date: 09/29/2022
Hello ****************,

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

I've reviewed the complaint and understand your concern about the order refund.

I would request you to help us with the order details on which the refund was processed so that we can assist you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello BBB, Amazon is holding my funds. I was told my funds would be released; they have not been. Its well past the 90 days post account closure and my money should be released. Im asking for your help to get the money that is due me.My Amazon storefront name is: JPMProductsUnlimited Thank you for your help.
Business Response
Date: 08/02/2022
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 2022-06-24.
Customer Answer
Date: 08/04/2022

Complaint: 17636990

I am rejecting this response because:
Hello BBB,

Thank you for sharing Amazons reply. I do not accept this response; this matter is not resolved. Amazon
did not send an email to me on June 24; I did receive an email on May 24 and provided Amazon with all
information it had requested. Amazon has been provided the information needed to release my funds
repeatedly.

Please help me receive the money that is due me.

My Amazon storefront name is: JPMProductsUnlimited

Thank you for your help.

Sincerely,

***************************
Business Response
Date: 08/24/2022
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.

Regards,
Amazon
Customer Answer
Date: 08/26/2022

Complaint: 17636990

I am rejecting this response because:
Thank you for sharing Amazons reply. I would like this case to remain open as I await Amazons response after their review. I have replied to every message sent by Amazon, and provided them with any and all information they requested. We are 2 months into this process; I hope that Amazon will favorably conclude its review soon.

Again, I ask that you please help me receive the money that is due me.

Thank you for your help.

Sincerely,

***************************
Business Response
Date: 08/31/2022
Hello from Amazon.com,

Today we initiated a transfer of the consumer's Seller Central account balance to their bank account. Funds can take 3-5 business days to appear in their bank account.

Regards,
Amazon.com
Customer Answer
Date: 09/07/2022

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:07/28/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a fan for a family member that was never delivered on Friday, July 22 I reached out to Amazon after getting home and seeing that the notification changed to delivered to advise that we had not received the fan ordered I was done instructed to call back on Monday so that they can have time to research where the fan could have been delivered or what happened to it with the shipping supplier When I called on Monday I was advised to average receive a refund in 2 to 3 days to my bank account for the fan since it had not been received today when I called back I was told by a representative that I had to assume the cost of loss for the fan as she pick a better address to have my packages go to Ive had packages sent to this address previously before and never had an issue I just want my fan on my $88 back at this point this is not great customer service.
Business Response
Date: 07/31/2022
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 of the delivery concern with Order ending **** and have looked it ** in detail. The tracking on the delivery shows it was delivered to the correct location on Friday, July 22 at 3:03 PM.

The information shared with you was correct, we would not be able to issue a refund at this time. Amazon.com is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.".

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.

Thank you for your understanding. 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:07/28/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item and they sent the wrong item...their customer service is unreachable
Business Response
Date: 07/31/2022
Hello *******************,

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

Im sorry for the inconvenience this has caused.

I'd love to help, however, I wasn't able to find the order you asked about using the email address on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account.

Please write back with your Amazon account associated email address/phone number and any related order numbers available so that I can investigate further.

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/28/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3.4.22 I purchased an Amazon Cube in the amount of ******. The payment was completed with a gift card from Amazon for ***** and ***** from a Discover card. I returned the item and originally received a credit in the form of an Amazon gift card on 3.16.22 for the full amount of ******. My mom uses my account occasionally and I accidentally used her Discover card without realizing it for the charge of *****. When she received her statement she didn't recognize the charge of ***** and disputed it without asking me. On 5.2.22 Amazon took the entire gift card refund credit back of ******, not just the *****. That's the first issue. My mom called me and we figured out what had happened so she obviously immediately dropped her dispute. My mom received a letter on 5.8.22 confirming the charge was valid and she was charged for it as she should have been and I would pay her back. I have spent an insane amount of hours trying to resolve this with Amazon because they owe me the full. ****** back as I returned the item which I can prove, paid moms Discover which we can prove and they never returned any of the gift card including the ***** that was never in dispute. I have been told my EVERY single representative of Amazon on the phone they can see what my issue is and agree I should receive my money back but their hands are tied and a special department has to fix it. I also have an email from one stating this. First I was told the gift card department has to fix it which I gave 3 seperate chances by email because supposedly you can't talk to them on the phone. Then I was told I needed to respond to an email from the disputes department with proof I returned the item and dropped or paid the disputed amount which I did (again *****) was never in dispute. I received a reply back that they investigated and it was settled with Discover which is not true. I disputed that WITH PROOF and I received the same response. I need help resolving this matter please. They refuse to call me.
Business Response
Date: 08/17/2022
Hello,
We have requested a refund for $46.65 to the customer's bank account. This refund should be posted in the next 5 business days. Please contact the card issuer for support in locating this refund. In addition, we have requested a Gift Card credit of $81.74 to their Amazon account.
We sent a confirmation to the customer's registered email address on 2022-08-17.
Sincerely,
********
Amazon.com
=========
Customer Answer
Date: 08/24/2022

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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