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

58,245 total complaints in the last 3 years.
21,800 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:06/25/2022
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 wife (***********************) and I are newly married, and, as part of our wedding gifts, we received at least $450 in Amazon.com gift cards. We opened a new Amazon account under my wife's name and added the gift card balances to the account. On June 3rd, we purchased an Annual Amazon Prime membership for $139 and charged that to my American Express.On June 8th, our account was hacked and multiple fraudulent transactions were reported, all charging our gift card balance. We contacted Amazon that morning and asked that they void the transactions, instead of doing so, they simply suspended the account. To unlock the account, they requested us to submit a Credit Card Statement from the card on the account (my AMEX) which I promptly did on June 11. Instead of then unlocking the account, Amazon contacted us via no-reply email stating that our account, with a brand new $139 Prime Membership and well over $400 in gift card balances had been closed. Subsequent attempts (at least 3) to get their account specialist team to contact me via phone or email had to go through their normal customer service and were completely unsuccessful. We have not been contacted at all by anyone from Amazon, and despite assurances that someone would be contacting me within 48 to 72 hours each time I called customer service, no one has. I would like BBB's help in EITHER getting our account unlocked by having their account specialist team contact me or a full refund of our gift card balances (in cash) and the $139 prime membership fee I paid that I no longer can use. I will also be filing a complaint with the **** and sending my demands to Amazon directly. If it comes to it, I will be filing legal claims in Georgia to receive my money back, but I honestly just think that if I could get someone from Amazon to actually call me back that this could be resolved without that. Please let me know if there is other information I can provide.
Business Response
Date: 06/28/2022
Hello,

We have decided to reinstate this customer's account.

We sent an email to the customer informing them of this decision on June 28, 2022. In regards to the refund, the dispute raised on customer's order for ********************** membership (Order number: D01-6619109-6656230) has been closed in customer's favor customer's card issuer.

Kindly request customer to reach out to their card issuer for more informartion in regards to this reimbursement.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 06/28/2022

Complaint: 17482923

I am rejecting this response because: while you did unlock the account, which we appreciate, our gift card balance on the account is only $11.97, as only one of the fraudulent transactions was canceled. There are currently 17 fraudulent transactions, each $20, for a total of $340. Each transaction was not charged to a Credit Card, but our gift card balance. These transactions were the result of a hack on June 8th. This was a hack that we contacted Amazon about that day and requested the transactions be canceled. Instead of being canceled, our account was locked, which is why we are here. I have attached screen shots of the fraudulent transactions (including transaction numbers) and I can provide any other information needed. The transactions were all for $20 ******** ****** cards. There would be no reason for me to every buy 17 ******** ****** Cards.

Sincerely,

*****************************
Business Response
Date: 07/12/2022
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 07/12/2022.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
***
Amazon.com
Initial Complaint
Date:06/25/2022
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.
Hello, I am the owner of a small family business that creates children's coloring books.I believe that Amazon illegally closed my seller account and stole royalties for 3 months of sales.Dec 3 2021 - received email alert from Amazon Content Review Team about the book I sent them for review -I had multiple conversations with content review team to get information what is exactly wrong with the book. After long conversations the team shared that one of my new books used Monster Jam phrase in the title and the phrase had trade ****. As result I had to prove the rights to use the trademark. I sent to amazon all trademarks for "Monster Jam" phase with proves that they don't cover coloring books Dec 6 2021 - I asked to unpublish or delete the book as I had no access to book(they limited my access to the account):-And didnt received any reply to the email Dec 7 2021 My account was temporary suspended because of book -I proceed with conversations and asked to let me know to fix all issues ( unpublish all books releated to conversations)Dec 8 2021 My account was reinstated I unpublished all books that can be related to the issue, I sent request to content team to change title for books, for one book title was updated and I republished that book Dec 16 2021 My account was terminated because of unpublished book ( Im not able to delete book of do any other changes, only one option I had it is unpublish the book. Per amazon FAQ page the book should be unpublished to be removed from the marketplace)Thank you for your time viewing this issue. I believe that Amazon should not close the sellers account if they have corrected all of these errors and are no longer violating Amazon rules. I also believe that the royalties on the balance of the account were stolen by Amazon
Business Response
Date: 06/27/2022
Greetings from Amazon,

Since it is needed enforcement action to be taken on the Account, the complaint details have been sent to the infringement team.

Best regards,
Customer Answer
Date: 06/28/2022

Complaint: 17482736

I am rejecting this response because: Here is no outcome, only general reply. The account should be reinstated

Sincerely,

Vadzim Hirdzei
Business Response
Date: 07/01/2022
On 2/8, Mr. ******* contacted KDP to request the account reinstatement and royalties payment. On that same date, 2/8, the Executive Customer Relations team emailed Mr. ******* and reiterated our decision to uphold the termination of the account since the publisher was found in violation of our Content Guidelines. For that reason, the publisher was also told that he was no longer eligible to receive any outstanding royalties and was advised that it was our final decision and we wont be offering further insight or action on this matter.
Customer Answer
Date: 07/06/2022

Complaint: 17482736

I am rejecting this response because:

Sincerely,

Vadzim Hirdzei
Initial Complaint
Date:06/25/2022
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.
have had an Amazon account for over 15 years. When I checked order status on June 25, 2022, I was locked out of my account. I spent hours on hold with customer service, but each time I reached a representative, even a supervisor, they told me they could not help me with my account because I did not have access, and they could not help me with accessing my account or explain why I was locked out. Worst of all, they told me Amazon had no responsibility for my orders since they had blocked access to my account, and that they would continue to charge my credit card whether or not the orders were delivered. Since they were not able to see the orders they were charging for, they claimed they had no responsibility and that I had no recourse for outstanding orders.
Business Response
Date: 07/07/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 7/7/2022 confirming account reinstatement.
Sincerely,
Amazon.com
Initial Complaint
Date:06/25/2022
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.
To Whom It May ********* am asking you to help me resolve the following issue with Amazon. I am a seller on Amazon. One day I was looking for a new product to sell and bumped into the Scar and Wounds category. There, many ASINs (product detail pages) were duplicates of each other, which is prohibited by Amazons policies (Seller Code of Conduct https://sellercentral.amazon.com/gp/help/external/G1801). Then I reported almost a hundred ASINs to Amazon via case with Seller Support. However, they said that I should use the Report Abuse form for such issues. I tried to do precisely that, but the form only allows me to put in one original ASIN and one duplicate. Considering that I am talking about around 100 duplicates, such a way is not convenient and would require me to create 100 cases in such a way. This would make administrating these reports far more difficult and time-consuming.I tried to explain this very thing to Amazon Seller Support via phone. However, the Seller Support specialist I talked to didnt advise me of any specific path on how to efficiently handle such a big issue.That is why I need help from BBB in order to hopefully grab the attention of other departments. Amazon set up some rules and then doesnt allow sellers to report if somebodys breaking it! This way they just cover up for the bad actors on the platform, which is a violation of the rules of fair competition. This is not what a trusted marketplace should do, in my opinion.Even though I dont sell in that category, I was shocked by the indifference the Seller Support shows to such reports. I was trying to help Amazon become a better place for other sellers, but it seems like nobodys interested in that.The report I filed is in the attached file. I encourage Amazon to review it and clean all the garbage that polluted the whole category.
Business Response
Date: 06/29/2022
Greetings from Amazon,
I understand the sellers concern with regard to report the duplicate ASINs and seller have tried reporting it using the form however seller could not submit all ASINs at once.
I regret to inform that Executive Selling Partner Relations is unable to act on these reports. They must be submitted through our Report Abuse form and reviewed by our dedicated investigations team.
To report this possible violation, from the "Performance" drop-down menu seller can choose "Account Health" and click "Report abuse." Select the most appropriate option and enter any relevant details. Be sure to include the following information, if applicable:
The ASIN/ISBN of the item's detail page and the product title
The store or business name of the seller you are reporting
Your order ID [include this if appropriate]
A concise explanation of the violation
For a direct link to report a violation, go to "Report abuse": https://sellercentral.amazon.com/abuse-submission/index.html
For more information, go to the "Report a Violation" help article:
https://sellercentral.amazon.com/gp/help/external/G200444420
These claim submissions have legal implications and as such cannot be submitted by anyone other than the reporting seller. All reports are thoroughly investigated by our
investigations team. For privacy reasons, the results of our investigations cannot be disclosed; however, disciplinary actions will be taken as appropriate.
While we wont be able to comment further on this matter, if you have any other questions please let us know.
Customer Answer
Date: 07/06/2022

Complaint: 17482849

To Whom It May ************* understand that you require me to submit the report through our Report Abuse form. However, as I said earlier, I cannot enter more than 1 duplicate ASIN for 1 original ASIN. Therefore, I also seriously doubt that you will be okay reviewing 100 almost identical cases submitted through this form. Isnt it just less time-consuming for me and you to have all the info in one case?

I also am sure that the Executive Relations Team can transfer the information to the relevant team and make them carefully investigate it but you just dont want to do it. Arent you?

All the info you requested is present in the letter I sent you earlier, except for the store names. In the attached pdf file below you will be able to find the list of the stores that are involved in this scheme of flooding the category with the same products. Just compare products from one store with some other ones. You will definitely see the same products there. The other thing is that there are 60 stores and please dont be lazy and look into it all one by one because only then you will be able to see what I am talking about.

Please, I beg you, look into this matter carefully. This is a really serious matter because somebody is just fooling Amazons mechanisms and earns money by being dishonest. That is not what Amazon was created for.

Best regards,
Sivizin Viktor.
Initial Complaint
Date:06/25/2022
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.
The company I work for provides reward points that we can use to buy items. In December 2021 I purchased 23 virtual **** gift cards. I attempted to use those to purchase Amazon gift cards. Amazon flagged my account, put a hold on the gift cards and ultimately closed my account. I have made multiple phone calls, spoken with two different supervisors and send multiple emails. They will not refund the money to the gift cards, nor will they allow me to open a new Amazon account and move the balance to the new account, nor will they respond to my emails. These gift cards must be used within 1 year from purchase so I have already lost half of my time. I have already spoken with ****** ****** ******* ******* and more. I am not getting any results. The total amount of money is $1,150 from 23 gift cards (for which I am prepared to give card numbers, if needed).
Business Response
Date: 06/28/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 28 June, 2022 confirming account reinstatement.

Sincerely,

Pranathi
Amazon.com
Customer Answer
Date: 06/29/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while Amazon did make it significantly more difficult than it needed to be, I am very satisfied with the resolution. It was a long, tough road Amazon, but you got there in the end. Thank you!
Sincerely,

*******************
Initial Complaint
Date:06/25/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed orders online via Amazon for 2 wall flower refills and a cake topper for my child's birthday they were set to be delivered June 24, 2022. On June 24th I received an email the items were attempted to be delivered via *** and that *** was taking my package to a "pick up" location, I contacted Amazon to figure out what was going on they told me my items were delivered to the pick up location I arrived to the location to get my package and the location had no record of my package at all. When I contacted Amazon again they said they would contact *** that failed I was told to basically try again IN A FEW HOURS now it is June 25th I got notification my packages were "out for delivery " I asked Amazon where to they told me MY address about an hour later I received an email from *** my packages were going to their pick up location, so again I contacted Amazon trying to figure out what's going on is it coming to me as Amazon says or is it going to some pick up location the associates only response was to tell me "it is out for delivery" that information is NOT helpful when I'm getting conflicting information one entity stating MY address the other stating some weird pick up location.
Business Response
Date: 06/27/2022
Hello Latasia,

I'm Sandhya 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 details and I'm sorry to know that you haven't received your orders. I'll gladly take any necessary actions to ensure that you and other customers don't encounter service below our standard.

Upon checking with the order details, I see that status of your packages shows "Package picked up by customer".

I've forwarded this to appropriate teams internally for their review. I'm sure our Internal Transportation Team will look into this instance and will try to rectify these errors.

However, our customer service team issued refund for both the orders, when you contacted them on Saturday, June 25, 2022. This refund will appear in 3-5 business days as a credit. Once processed, you'll also be able to see the refund details through your Amazon account.

In this case, I'd request you to purchase the product offline at your convenience.

Also, we also recommend that you consider selecting a more secure shipping address, such as your workplace, in the future to avoid further problems.

Your patience and understanding are greatly appreciated.

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

Regards,

Sandhya,
Amazon.com
http://www.amazon.com
Customer Answer
Date: 06/28/2022

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:06/25/2022
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.
Amazon driver delivered a whiteboard instead of a double stroller so I sent the whiteboard back and have a copy of the tracking number now they are giving me back the money for the stroller organizer instead of a double stroller so they are only giving me back 44 dollars instead of 469 dollars.this was their mistake I never ordered a whiteboard.they need to fix this issue asap because I've been dealing with this issue since June 9th and still not resolved.they keep saying I have to send back the item I did send back the whiteboard I can't send back a double stroller I never got.the driver put my tracking number on the whiteboard instead of the stroller.
Business Response
Date: 06/27/2022
Hello *********,

I'm Sandhya 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 details and I'm sorry to know that you have received incorrect item.

Upon investigating with our internal team, I can confirm that refund of $49.60 issues for "Stroller Organizer", and our team investigating for "Britax ******** Double Stroller".

I'd like to inform you that, after the carrier has received your item, it can take up to two weeks for us to receive and process your return.

Not all items will be refunded on first scan. Information on how your refund will be calculated can be found on our Help pages:

http://www.amazon.com/gp/help/customer/display.html/?nodeId=******#calc

In some situations, it may take longer. We ask that you wait until July 15, 2022 for our team to investigate what happened to your return.

If you don't hear from our returns center, please write back directly by replying to [email protected] so we can find out what happened with your return.

We appreciate your patience and understanding in this matter.

We look forward to seeing you soon.

Regards,

Sandhya,
Amazon.com
http://www.amazon.com
Initial Complaint
Date:06/25/2022
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.
Purchased two defective items ( J King ****** &mighty mint bug spray..Amazon has received bought items..provided me with receipts yet refuses to process my refund. The are catering to a 3rd party seller that can not be contacted by phone or email. The electric skat****** is dangerous and defective and probably a quick refurbishment of the prior J King ****** I returned do to DANGEROUS malfunctioning and powering down issues while operating--- or failure to stop.....Amazon protocol has changed every time I spoke with them. I have recorded conversations if needed to prove my facts. The items came from Amazon's warehouse..not directly from a 3rd party so the items go back to Amazon. The items were picked up by the source they provided.
Business Response
Date: 06/27/2022
Hello *****,

I'm Sandhya 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 details and I'm sorry to know that the products you purchased from Amazon, arrived defective.

Upon investigating, I can see that your products was pickup by the carrier on Jun 22, 2022 & Jun 24, 2022. I'd like to inform you that, after the carrier has received your item, it can take up to two weeks for us to receive and process your return.

Not all items will be refunded on first scan. Information on how your refund will be calculated can be found on our Help pages:

http://www.amazon.com/gp/help/customer/display.html/?nodeId=******#calc

In this case, I request you to wait till July 9th, 2022. Once your refund is processed, we'll send you an e-mail confirmation.

You can check the status of your return anytime by visiting:

https://www.amazon.com/gp/orc/returns/history/view

If you don't hear from our returns center, please write back directly by replying to [email protected] so we can find out what happened with your return.

We appreciate your patience and understanding in this matter.

We look forward to seeing you soon.

Regards,

Sandhya,
Amazon.com
http://www.amazon.com
Initial Complaint
Date:06/25/2022
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 loaded my amazon account **************** with my credit card several times in March 2022. In June, amazon sent me an email saying they decided to close my account. I contacted them for my remaining $2700 plus balance in my account. They still won't reopen my account. Now I need a method to get my own money back. They told my credit card company that they loaded the money successfully. Yes, that's right, but they just won't let me have an access to them.
Business Response
Date: 07/08/2022
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 07/07.
Sincerely,
*****************************
Amazon.com
Customer Answer
Date: 07/08/2022

Complaint: 17482622

I am rejecting this response because: I understand Amazon has the right to terminate my account. But All I am complaining is to refund my legally refilled Amazon account balance. I am not asking my account back. I am asking my money back. There is no difference between this and a robbery if they refused to refund my unused money while they terminate my account.

Sincerely,

*******************
Business Response
Date: 07/18/2022
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: 09/14/2022
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: 10/29/2022
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 2022-10-15 .
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Customer Answer
Date: 10/31/2022

Complaint: 17482622

I am rejecting this response because: The account **************** with amazon is still locked

Sincerely,

*******************
Business Response
Date: 11/10/2022
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 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
==========
Customer Answer
Date: 11/10/2022

Complaint: 17482622

I am rejecting this response because: I have gift card balance left in my account

Sincerely,

*******************
Business Response
Date: 12/07/2022
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 12/02/2022.
Sincerely,
***
Amazon.com
Business Response
Date: 01/15/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/10/2022 confirming account reinstatement.
Sincerely,
Amazon.com

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