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

57,677 total complaints in the last 3 years.
21,820 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:07/18/2022
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.
Amazon is inconsistent in their policy. I've many times requested to have **** carrier deprioritized for my area because of immense inconvenience and interruption it causes for my work. **** rarely delivers packages and often I have to stop in the middle of my work to drive 30 minutes and back to pick up the package at the ************ I often order from Amazon and this means every day or at least every other day I have to go out to pick up my packages. This is simply unfeasible since I work at home. Amazon, though they've finally yielded to my request and have used *** as my primary carrier but after 3 months, it is expired and I have to call them again. And as usual, they always say it can not be done when I know it can be done and has been done. The last time I made this request, they said the deprioritization does not expire but obviously it did and I was able to get help through bbb.org to have that accomplished. Now it's happening again, and I need help of bbb to ascertain Amazon be accountable and consistent with their policies and also resolve this particular issue by reinstating *** as my primary carrier. I now have 3 orders that are being held at *********** which require pick up. It is literally impossible for me to deal with this situation.
Business Response
Date: 07/21/2022
Hello ****,

I'************* 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 I'm sorry about the delivery issue with your recent shipment.

I've checked in our system and I see that **** is still in the de-prioritized state to your address. However, de-prioritization doesn't permanently remove a carrier from being assigned to a particular address.

However in this case, ATS is used as the carrier to ship this order and once shipped, it will deliver the package to local **** to make final delivery. Hence, the de-priorization of **** did not work for this particular order.

I've reviewed your recent orders as well and I see that this is the only instance where **** ATS was assigned as the carrier. I can assure you that *** is still the primary carrier.

I hope this addresses your concerns. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 07/27/2022

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:07/18/2022
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 spent $38.27 on an open pill bottle with no seal and amazon will not allow returns on this product!! When calling amazon they hung up the phone after one hour because I was recording the call. I recorded the call as this is extremely dangerous they want me to keep an open pill bottle. They said I was not allowed to record the call! I bought the product with an amazon gift card and amazon won't let me open an A-Z claim or dispute. Amazon said they have certain standards for products they ship and sell and only 3 rd party sellers will help you on! Order Placed: July 11, 2022 Amazon.com order number: 111-3246828-9360254
Business Response
Date: 09/01/2022
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 am sorry for the inconvenience caused to you with Order ID: *******************. To help you with this, I have looped in our internal team so that they can look into this. As soon as our team writes back to us, I will write back to you with complete details.

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

Regards,

***********************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/08/2022

Complaint: 17583511

I am rejecting this response because: its been almost 2 months and I have sent several emails, and calls and nobody replies back

Sincerely,

***********************
Business Response
Date: 09/22/2022
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 to hear the part for your Semanoid (60 Cap) Maximum Fertility Formula and Volumizer was damaged.

Due to health and safety regulations, we're unable to accept returns of this item.

We would highly recommend that you contact the manufacturer for any assistance with warranty, replacement, or refund information.

You can find the manufacturer's contact information here:
https://www.amazon.com/dp/B00X62GNPK

We're unable to take action if you choose to not contact the manufacturer.

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

Regards,

***********************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/18/2022
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.
My account has been put on temporary hold since 6/24, and I have been trying to cooperate with Amazon by uploading documents like photos of physical gift cards + receipts, payment flows + receipts of digital gift cards, verification of personal billing information like credit card + personal ID, and utility bill + verification of my relationship with the utility bill account holder. I called Customer ******************** almost every day and they would submit a form for me saying that I had reached out multiple times and would love to speak with someone on the Account Specialist team. There seems to be a disconnection between Customer ******************** and the Account Specialist team where Customer ******************** would promise that submitting the form would resolve everything. However, I always receive the same email response saying that I was in violation of the gift card T&C, and there is no way to follow up asking about the next step. I have asked to provide three different types of documents so far, yet there was never any explanation of why they are needed/how they are related to the case/how those documents will help resolve the case. Even worse, they stopped answering my emails starting 7/11 after I uploaded my utility bill. I have been using Amazon for 10+ years and the current experience is very disappointing. I understand Amazon has taken a precaution to prevent fraudulence activity with my account, and I would love to remove the hold by speaking to a human of the respective team who can show sincerity in resolving this case and move forward faster and more efficiently.
Business Response
Date: 08/16/2022
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.

Sincerely,

Amazon.com
Customer Answer
Date: 08/21/2022

Complaint: 17583063

I am rejecting this response because: I am able to provide gift card purchase receipts and gift card redemption sources (see attachments).Since I didn't use real personal information to redeem gift cards from Mode App, I am fine to forfeit those redeemed amounts. However, I disagree Amazon from taking away the remaining balance that worth over $300.

Sincerely,

Kiyan Ng
Business Response
Date: 10/05/2022
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 10/6/22.

Sincerely,

Amazon.com
Customer Answer
Date: 10/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am unable to provide proof to verify my ownership of the Mastercard prepaid card. Based on the attachments I shared previously, I redeemed the card from Mode App (https://current.us/), where they started giving out prepaid cards for Amazon redemption. I decided to put in fake information because it was a one-time redemption and I didn't want that company to own my personal information. I have stopped redeeming Amazon gift cards from Mode after knowing the violation. All I want is to get my account and the remaining gift card balance returned since I earned everything from legitimate gaming apps.

Sincerely,

***************
Initial Complaint
Date:07/18/2022
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 issue began when I recieved damaged items. I called amazon customer service to have the item resent. I was told I would receive an email to submit pictures of the damaged item. I never recieved the email and instead my account was closed. I was notified of this through email. I still had items that were supposed to be delivered and had no access to my account to check tracking numbers. I had an item that never showed up and another item that was delivered but was the wrong item. I have called customer service 5 times and cannot get help. The customer service department states that I have to talk with Amazon's account specialist. They are only available through email. The emails that I gave sent have gone unanswered. I only receive computer generated responses. My questions dont get answered and I am not being refunded my money.
Business Response
Date: 08/25/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 8/25/2022 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:07/18/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a cantilever umbrella. The crossbars were not engineered correctly. I had to buy 2 weighted bases to see if they would work in with the umbrella crossbars. The weighted bases did not align with the umbrella crossbars. I returned the umbrella July 4, 2022. I have provided them with the proof of return. the website still reads that it is waiting for the return. I am STILL waiting for my refund. I want my refund now. Thank you.
Business Response
Date: 07/21/2022
Hello ***,

I'************* 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 I understand that you are concerned about the refund towards the return of ZLACUIU 10' X 13' Offset Patio Umbrella Large Sun Rectangular Outdoor Outside Cantilever.

I've checked and see that the return is delivered to our returns center on July 08, 2022. Usually once the return is handed over to the carrier it may take up to two weeks for the whole return process to complete.

Considering that the two weeks has passed, I've requested a refund of $426.49 to the original payment method used. This refund will be processed to your **** Card within next 3-5 business days.

I hope this helps. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/18/2022
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.
Greetings,I am writing to you regarding the suspension of my Amazon account due to violation of Drop Shipping Policy and Seller Code of Conduct.I submitted an appeal to a Seller Performance Team, in which I explained the exact reason why I used the Drop Shipping model for some time. It happened because I was helping refugees from ******* here, in *******. All my power I spent to help them, to support them mentally and financially. That is why I failed to order enough products from my supplier to fulfill all orders from my customers. To satisfy my clients I decided to send products directly from Amazon. In such a way, I infringed Amazon Drop Shipping Policy as I did not mention me or my Amazon store on the packaging. These actions could mislead my client and I am very sorry for it.I think that sometimes there is something more important than business and at those times I prefer to help people who lost their home. I kindly ask you to give me the second chance to prove that I am a conscious seller and provide only high quality service to my customers. It is unfair that by trying to help and support people who suffered from the war, I am punished. Of course, I understand that I should better develop management and structure in my business, but it was for the first time. I think I deserve a second chance.To this letter I attached a Plan of Action which I submitted to Amazon.I kindly ask you to check the information provided in this letter and the attached document and assist me.Sincerely,Gulsinai Kudaibergenova
Business Response
Date: 07/22/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com Seller Performance
Initial Complaint
Date:07/18/2022
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.
Dear Better Business Bureau, I am a seller on Amazon marketplace, and my account has been deactivated on June 19, 2022 because of listing items against the **** that is misbranded. The Seller Performance Team had requested the Plan of Action and invoices, so I provided both. I investigated the issue with all attentiveness that I had, I included in appeal all actions that I made and all that already resolved the occurred issue. Of course, all actions had been implemented before I submitted an appeal. So I've made everything from my side to fix my violation. However, instead of the results of the review I received a notification that they may not respond to further emails about this issue because I didn't provide information that they requested. But I provided all information that they requested. I've submitted an appeal with invoice from my trusted supplier, but my submission was rejected. So I ask you to contact Amazon and request a new review to reinstate my account. Best regards!
Business Response
Date: 07/21/2022
Hello,

We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 07/25/2022

Complaint: 17582591

I am rejecting this response because: Amazon has responded by their scrypt instead of explaining us the grounds of why our account was deactivated even if we didn't violate Amazon policies. We ask you to re-send them our response because we need to received an information regarding occurred situation not a generic answer.

Sincerely,

*********************
Initial Complaint
Date:07/18/2022
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.
There is an unauthorized individual listed on my Amazon Account who is of absolutely to relation to me. This individual had tried to make a purchase. Amazon has done NOTHING about this. I do not feel that my account is secure and need immediate action. Thank you.
Business Response
Date: 07/21/2022
Greetings from Amazon services,
I understand the Sellers concern with regard to unauthorized access account on the selling account.
On checking, I was not able to locate any selling account under the email address: *******************
In this case, Could you request the seller to provide us with more information on the registered email address on the selling account to investigate further.
Further, Could you request the seller to revert back with the details below along with registered email to proceed further?
1) Has the seller recently clicked on any unsolicited emails?
2) Has the seller installed or downloaded any new systems or software? (Seller may have received a virus or spyware)
3) Did the seller receive an order for an item they do not list (usually high-end electronics items)?
4) Was a suspicious bank account added? Sometimes this is accompanied by a change in currency, for example from GBP to ROM (******** LEU).
Was the sellers recent disbursement(s) issued to a suspicious bank account and the seller is requesting a refund?
5) Account access questions:
6) Does the seller access their account using a shared computer?
7) Does the seller log out of their Seller Central account after every session?
8) Did the seller recently reset their password on their account or have a closed seller account?
Initial Complaint
Date:07/18/2022
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.
I have been locked out of my account for a week now. I have called Amazon **************** SEVEN times. During those calls I have been hung up on, Left on hold with no one returning to the call, transferred to a spanish speaking agent and the last called, today at 11:38AM, was left on hold for 12 minutes only to have the call disconnected. I don't understand why this continues to happen. I can understand the occasional issue, but this is an ongoing situation. I'm paying for prime membership and encounter this issue every couple of months or so. I asked to have my prime membership canceled and that wasn't done. If this does not get completely corrected I want Amazon Prime cancelled. I have items that I need to return and the return window closes every day. FYI...I will not be paying for these items if account access is not restored. (I have used the app and browser to no resolve, I am entering the correct password. This password has been linked to my account for as long as I can remember. Thank you.
Business Response
Date: 07/20/2022
Hello ****,

I'************* 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 I'm sorry about the issues with your Amazon.com account which prevented you from signing in to the account.

The e-mail address you provided while filing this complaint isn't associated with an account. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address.

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

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/18/2022
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.
When ordering an item from amazon, before buying the item, the website gave me a few delivery dates to pick. I choose the fastest date of 15 JUL 2022. The 15 JUL 2022 came and I check on the tracking it gave me a completely new shipping date of the 29 Jul 2022. I contacted the amazon and asked them why did my shipping date changed when it had a delivery date of the 15th. They looked into it and said that they didnt know why it changed. I explained to amazon that i have already disposed of the old mattress in a wait of the new one. How can we speed up shipping on this because im sleeping on the floor. One supervisor told me i could buy the same mattress and pay more money for the same item and the pay for extra fast shipping when the item should have been there on this day already in which i would have to spend more money on the same item. I asked them if we could change the carrier from who they have scheduled? Their reply was that they can not even tho they have the stock of them sitting in their warehouse, waiting on a delivery company to clear up room. All in all they tried to charge me more money for something that is already paid for, did nothing to try to speed up the delivery, all while being very rude. Just straight bad business all the way around.
Business Response
Date: 07/20/2022
Hello ******,
.
I'm Abhishek 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.

We're sorry to know about the issues you've had with the order #***-1346185-2082626.

I've checked the order confirmation email we've sent immediately after the order was placed and see that the delivery date provided for the order is July 29, 2022. We've not changed the delivery date & we go by the delivery date mentioned in the order confirmation email we sent.

The product has entered the shipping stage and we're unable to make any changes to the order.

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

Abhishek
Amazon.com
http://www.amazon.com

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