Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

60,449 total complaints in the last 3 years.
19,124 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:04/30/2026
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 a REMOVEDIdeaPad Gaming 3 15IHU6 82K1015EUS off Amazon 8 april 2026 only to receive a laptop made in 2021 so likly a used laptop, it read The REMOVEDIdeaPad Gaming 3 is being sold as a new laptop from Amazon. This is a brand new gaming notebook computer, not a used or refurbished REMOVEDcomes with a 1-year manufacturer warranty, which is standard for new electronics purchases. It shows REMOVEDstore but when i returned it it was hotdeal express and they said in a email $129 return fee of $129 but when i contacted them they say restocking fee and I was billed $133 not 129. Hotdeal express sold me what I think is a used laptop and when doing my return I told it has a issue with the track pad, you right click and it responds as a left clock. Amazon return policy is We offer easy, convenient returns with at least one free return option: no shipping charges. All returns must comply with our returns policy. So I should not be paying a return fee or restocking fee as for the laptop REMOVEDshows it was sold November 23, 2021, with many units appearing in retail listings throughout REMOVEDis the link to the laptop I ordered.REMOVED
Business Response
Date: 05/03/2026
Hello REMOVED,

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

I understand the REMOVEDIdeaPad Gaming 3 15IHU6 82K1015EUS didn't meet your expectations.

I've confirmed the seller delivered the correct item as ordered. When an item is returned without seller error, the seller's return policy includes a restocking fee, which has been applied to your return.

If you have questions about the restocking fee or need further assistance, please contact the seller directly. They'll be able to address your specific concerns.

Thank you for shopping with Amazon.

Regards,

REMOVED.
Amazon.com
REMOVED
=========================
Initial Complaint
Date:04/23/2026
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.
order sit to stand equip.Apr.15 total amount($435,99.est. arrival Apr.23,however i no longer needed,call fri 4/17 to cancel.spoke w Amazon they supposely called 3rdparty seller to cancel ,i was to call back if nothing in 24 48 hrs. I recalled Sun.4/19 regarding (was told i wld nt receive item& expect refund 3-5 days.Mon i recalled & item out for delivery Amazon stating there has been no iniation of refund,again reaching out to co.stating i need to return but for me to msg seller to arrange for pickup(message sent,in the mean time thiis is outside ,too heavy for me to lift.I called fed ex myself, arranged for pkup (was pkdup Wed.4/22 pkd up@1215pm. confirmation #REMOVED..want my refund of$435,99several calls and nothing is happening
Business Response
Date: 05/12/2026
Hello REMOVED,

I'm REMOVEDfrom 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 have reviewed your complaint and apologies for the inconvenience you have experienced with your order.

A REMOVEDreturn is created for your order of "ProTraverse Stand Assist Lift - Sit to Stand Patient Transfer Chair" and you can return it in the nearest REMOVEDdrop off location.

A refund for the product will be processed once the return is received by seller.

Thank you for your cooperation.
Customer Answer
Date: 05/12/2026

Complaint: 24778917

I am rejecting this response because:

Sincerely,

REMOVED
Initial Complaint
Date:04/19/2026
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 product from them it didn't work right I sent it back to them they wanted me to go to the nearest whole foods which was 12 miles away. I sent it back to him they sent me a REMOVEDlabel and none of your lazy workers could tie that product when it got back by REMOVEDthey offered me a credit on my account for the amount for REMOVED. they process the credit on my account which I did not want I want the money back in my debit card you take the money you can put it back I want my refund back.
Business Response
Date: 04/23/2026
Hello REMOVED,

I'm REMOVEDfrom 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 understand your concern regarding the refund of retro charge on your order. I apologize for the inconvenience this issue has caused.

To make things right, I've successfully issued a refund of $22.25 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the relevant account within 5-7 business days. This time frame may vary depending on the financial institution.

You can view details of the completed refund on your Amazon.com account: REMOVED

Thank you for your understanding.
Regards,

Srilaxmi
Amazon.com
REMOVED
Initial Complaint
Date:04/10/2026
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.
The customer service department accused me and locked me out of my account because the accused me of using bad language and abusive language and I didnt
Business Response
Date: 05/07/2026
Hello,

I'm REMOVEDfrom 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 for the inconvenience you've experienced with regard to your account.

In reference to this we have contacted our internal team and received an update saying that your account is not in compliance with Amazon Terms & Conditions. We took this action because an investigation of the account indicated that the customers buyer account violated our terms and conditions and cannot be reinstated at this time.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Thank you for your patience and understanding in this regard.
Regards,
REMOVED
Initial Complaint
Date:03/17/2026
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.
REMOVEDwont refund gift card balance and they have restricted my account and not able anything without any solution to be able to fix that
Business Response
Date: 05/07/2026
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use REMOVED, 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 5/7/2026.

Sincerely,

Tia
Amazon.com
Initial Complaint
Date:02/24/2026
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.
Please attach the information below, along with the attached photo, to the other two already submitted with complaint #REMOVED.

This evidence demonstrates that Amazon blocked escalation after four fraudulent overcharges occurred within just two months. Furthermore, my account was wrongly flagged for policy violations, inaccurately stating that I have continued to violate [Amazons] returns and refund policy.

REMOVEDhas confirmed that overcharges under $10 do not require supporting documentation from the seller and that claims below this threshold are not forwarded to REMOVEDThis procedural gap effectively limits REMOVEDand bank oversight, creating a loophole that vendors such as Amazon exploit to avoid liability for small-dollar disputes.

REMOVEDalso acknowledged that vendors like Amazon flag customer accounts if they file claims frequently, even when those claims are legitimate.
Under the Fair Credit Billing Act (FCBA, 15 U.S.C. 1666), consumers have the right to dispute billing errors. The law does not grant Amazon the authority to flag accounts or obstruct the dispute resolution process.

This issue is not just about avoiding accountability in disputes; it also allows Amazon to levy small overcharges that individually appear insignificant. However, with over 310 million customers, these minor charges can accumulate into billions in unlawful revenue. In just two months, Amazon overcharged me alone $7.30 across four transactions. If even a fraction of their customer base experiences similar overcharges, this could amount to over $2.26 billion in just two months, or more than $13.5 billion annually in UNLAWFUL REVENUE.
Customer Answer
Date: 02/24/2026
I am submitting this formal complaint regarding the business practices of Amazon.com, which involve unauthorized charges, deceptive practices & retaliatory actions against customers attempting to dispute these charges.* On 2/13/2026, I placed order REMOVEDfor 7 grocery items. None of these items are subject to California Redemption Value or any other container deposit or sales tax under applicable law.* Despite this, Amazon added a charge of $0.39, described as Estimated tax to be collected. This charge had no legal basis, & constitutes an unauthorized collection of funds.* Over the past two months, I have identified four (4) similar charges. Due toAmazons failure to provide honest customer serviceand the deliberate blocking of escalation, I was forced to involve my financial institution and I submitted claims through my credit card issuer (REMOVED). Following the fourth claim, Amazon blocked all escalation channels and flagged my account for alleged policy violations, inaccurately stating that I have continued to violate [Amazons] returns and refund policy.Concerns:1. Unauthorized and Potentially Deceptive Charges * Collecting taxes or fees without legal justification violates federal and state consumer protection laws, including laws prohibiting deceptive or unfair business practices. * These charges, when applied across Amazons vast customer base, constitute millions of dollars in unlawful revenue.2. Retaliation Against Consumer Disputes * Blocking escalation channels & flagging accounts for reporting legitimate disputes appears retaliatory, denying consumers fair access to dispute resolution. * Such actions could be construed as an unfair business practice under REMOVEDstandards, which prohibit conduct that interferes with consumer rights or access to remedies.3. Systemic Risk * The recurrence of similar charges suggests this may reflect systemic practices, rather than isolated errors.
Customer Answer
Date: 03/06/2026
I have not received a response from Amazon regarding my 2/23 appeal concerning alleged policy violations, which inaccurately state that I have continued to violate [Amazons] returns and refund policy.

Today, 3/6, I was forced to file a 5th claim with REMOVEDbecause on 2/21, Amazon retrocharged my account for an item for which a replacement had been processed over two months earlier (12/13). At that time, the Amazon representative (REMOVEDM) failed to inform me that the replaced item needed to be returned.
I also wrote to Amazon on 2/22 (emails sent to their representatives REMOVEDand REMOVED) REMOVEDexpect either a reversal of the charge on my account or the ability to process a return for that credit at an Amazon or partner location of my choice. Denying a satisfactory resolution after repeated poor service will force me to escalate this matter. This is not about the amount, it is a matter of principle.
While I have confirmation that REMOVEDreceived my email, around that day I began receiving automated replies indicating my emails to Amazon were blocked.

Please attach the 5 photos I am including to my complaint.
Thank you for your attention to this matter.

Sincerely,
REMOVED
Customer Answer
Date: 03/15/2026
Another failed delivery occurred despite my complete address (including apartment number) and delivery instructions being correctly provided on file.
On 3/14, I requested a replacement, but the request was denied and I was told to wait until 3/16. When I asked for a link to Amazons policy regarding replacements for failed deliveries (since last month I was told to wait one day to request a replacement, but now it has increased to three days), the representative (REMOVED, a male agent from REMOVED) hung up on me instead of providing the information.
Additionally, it appears that Amazon has stopped emailing feedback links after customer service interactions. Previously, these links were sent inconsistently, but now they seem to have stopped completely. Please see the attached two pictures.

During another recent incident, a returned item was sent instead of a brand-new one for a gift order. Because I was not making any progress with Amazon customer service, I contacted the vendor. I then received a very vague email from REMOVEDwhich provided no indication of the subject of the correspondence.
Given the regulatory reports filed not only with your agency but also with the REMOVED, it is absolutely unclear what this email pertains to. See the attached two pictures.
Could you clarify which department REMOVEDbelongs to?

Next week I will submit additional evidence documenting the multiple retaliatory tactics Amazon has used against me, a customer who simply sought accountability for illegal charges, broken promises and blocked escalation channels. This evidence will further demonstrate a pattern of systematic retaliation and sabotage.

Attachments: Four pictures:

Business Response
Date: 03/18/2026
Hello,

I am REMOVEDfrom 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.

Thank you for your inquiry. I sincerely apologize for any inconvenience this has caused.

I've reviewed your concern about the tax charged on the item for Order. You are correct that this product should be exempt from sales tax in REMOVED

The issue was caused by an incorrect product classification in our system. Our team has now corrected this classification, this means future orders will be taxed correctly in REMOVED

According to our records, the tax amount for Order has already been refunded. The refund should reflect in your account within 2-3 business days.

We appreciate you bringing this matter to our attention, as it helps us ensure accurate tax calculations for all our customers.

If you have any questions do not hesitate to respond to this email.

Thank you for contacting Amazon.

Regards,
REMOVEDA
Amazon.com
Customer Answer
Date: 03/18/2026

Complaint: REMOVED

I am rejecting this response because:
The Amazon representative, REMOVEDA, failed to address the substantive issues raised in my complaint. His response does not reflect any meaningful review of the evidence I submitted, including at least 1112 photographs provided both with my initial complaint and in the days that followed.
The resolution offered is wholly inadequate and is hereby rejected. It fails to account for the documented condition and facts clearly demonstrated in the materials I submitted.
Amazon is expected to conduct a proper and thorough review of all evidence on record, including the photographic documentation and the stated Desired Outcome/Settlement. The apparent failure to consider this information constitutes an unacceptable handling of this complaint.
I expect a revised response that directly addresses the evidence and resolves the matter appropriately.
(One screenshot attached)

Sincerely,

REMOVED
Customer Answer
Date: 03/21/2026
During our interaction on 3/20 at 20:51 PST, this REMOVEDEM T (REMOVED-based female REMOVEDmade false statements regarding Amazons return policy, asserting that my return window had closed on 3/20/2026 at 12:00 AM. After abruptly ending the call, she sent this follow-up email stating: Midnight ended on March 20, 2026 at 12:00 am, a post hoc rationale created to make her false statement seem credible. Unless EM T simply overlooked the fact that the laptop I ordered was Midnight color shocking!!

For my return, Amazons platform clearly states:

Return or replace items: Eligible through March 20, 2026 and, specifically for laptops: Returns FREE 15-day refund/replacement picture attached.

These statements directly contradict her claim there is no ambiguity; her statements were inaccurate and misleading utter lies. Rather than engaging in good faith, she doubled down on incorrect information and terminated the call.

It is also important to note that EM T is a Supervisor, which heightens expectations for accuracy, professionalism, and leadership.

Furthermore, neither she nor prior representatives, REMOVED& REMOVED(REMOVED-based), showed interest in properly documenting or referencing the REMOVEDSupport case ID I had repeatedly offered.

I will be adding this incident to my existing BBB complaint and filing a formal complaint with the REMOVEDagainst Amazon for engaging in deceptive and unfair trade practices regarding the return and refund process. It is unacceptable that Amazon persists in this behavior despite the billions paid in the REMOVEDsettlement, a clear disregard for fairness and consumer protection.

phonto.jpeg

REMOVED
Business Response
Date: 03/22/2026
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use REMOVED, remove or edit content, or cancel orders at its sole discretion.

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 3/23/2026.

Sincerely,

REMOVED,
Amazon.com
Business Response
Date: 03/26/2026
Hello,

Thank you for writing back to REMOVED

I see a return label was already created on March 20, 2026 on your order. Return instructions along with the label has been sent to your registered email id.

The label will be expired by Sat, Mar 28 12:00 AM. Please return the laptop before this time to be eligible for a refund.

Your feedback about the conversation you had has been noted and will be reviewed by our team for necessary action.

Thank you for contacting Amazon.

Regards,
REMOVEDA
Amazon.com
Customer Answer
Date: 04/02/2026
Complaint: REMOVED

REMOVEDrem; -webkit-text-size-adjust: 100%;">REMOVEDPlease see the attached photographic evidence in the email sent to Amazon, on which REMOVED. was also ccd. This is the second time I am rejecting Amazons response, and I am unable to submit pictures through the BBB portal along with my reasoning for the rejection.
REMOVEDrem; -webkit-text-size-adjust: 100%;">
REMOVEDrem; -webkit-text-size-adjust: 100%;">I am formally rejecting Amazons latest response. It is inadequate, fails to address the core issues of my complaint and serves only to continue a cycle of non-resolution.
I am submitting this rejection alongside photographic evidence to highlight two critical failures in how this dispute is being handled:

1. Amazons "War of Attrition" (see attached evidence)
The attached documentation proves that Amazon is engaging in a figurative war of attrition against me. As the screenshots show, I have been subjected to a deliberate pattern of:
*Redundancy: Being forced to restate my issue to different representatives across multiple departments.
*Circular Support: Receiving poorly coordinated, boilerplate messages that ignore previous evidence and promises.
*Fragmentation: Being passed between departments with no internal continuity.
This strategy is clearly designed to exhaust customers until they abandon their claims.

2. Formal Request for BBB Supervisory Oversight
Because this case was previously closed prematurely by the BBB representative, REMOVEDG, without a substantive resolution, I am formally requesting that a Senior Case Specialist or Supervisor oversee this rejection and any subsequent replies from Amazon.
I will not accept another premature closure of this file. If the BBB closes this case while Amazon continues its "war of attrition" tactics, the BBB is effectively enabling the businesss refusal to address the facts. I expect a manual, high-level review of the evidence I have provided to ensure Amazon is held accountable to a standard of "good faith" resolution.

Revised Desired Resolution
To reach a final and fair settlement of this dispute, I am requesting the following specific actions. I will not accept any response that does not originate from a member of the Amazon Executive Customer Relations team, as they are the only department with the authority to break this cycle of attrition and provide a manual, high-level resolution:
*Restoration of Account Standing: The immediate restoration of all official escalation channels and the removal of all retaliatory account flags or restrictions that were placed as a result of my persistent attempts to seek a resolution.
*Detailed Explanation: A formal, transparent explanation for all issues raised in this dispute. Boilerplate "policy" quotes will not be accepted.
*Cessation of Support Loops: I demand that a single point of contact within the Executive team be assigned to this case until it is closed, ending the practice of passing my file between uncoordinated departments.

Failure to address these specific points will be viewed as a continued refusal by Amazon to act in good faith, and I will expect the BBB Supervisor overseeing this case to maintain the complaint's "Open" status until these requirements are met.

Sincerely,

REMOVED
Initial Complaint
Date:02/08/2026
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 am filing a formal complaint against Amazon.com, REMOVEDregarding a repeated failure to fulfill orders placed under a Prime membership.On January 26, 2026, I placed Order Number 3813 with Amazon, purchasing items under the two-day Prime delivery promise. It has now been over two weeks, and the items have still not been delivered.Despite multiple attempts to resolve this through Amazons customer service, I have been forced to cancel and reorder these items three times, and the issue remains unresolved. This repeated failure constitutes a breach of contract for Prime members, as the promised delivery service has not been provided.I am requesting immediate action to:Deliver all items from Order Number 3813 without further delay.Provide confirmation of delivery and accountability for the repeated failed attempts.I have attached documentation of the order, correspondence with customer service, and records of the cancellations and reorders. I request that the Better Business Bureau review this complaint and assist in facilitating a resolution.
Business Response
Date: 02/19/2026
Hello REMOVED,

I'm Himaja 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 so sorry about the issue you faced with one of your orders.

I understand that you have not received the delivery of your order and are waiting for the same.

I'd love to help, however, I wasn't able to find the order you asked about 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.

In this case, we'd request you to please help us with the order number related to your purchase so that I can investigate the issue further and help you accordingly.

For any further assistance, please feel free to contact our customer support team. To do so, go to "Amazon Customer Service":
REMOVED

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.
Best regards,
Himaja
Amazon.com
Initial Complaint
Date:02/02/2026
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.
This complaint is about denied refunds, reversed credits, blocked personal funds, and repeated false allegations despite carrier-confirmed evidence.Dear Better Business Bureau,I am submitting this formal complaint against REMOVEDregarding unjust refund denials, an unfair account restriction, and the prolonged blocking of my personal funds despite clear evidence.I am a Canadian customer and have been a loyal REMOVEDcustomer for over 15 years. I rely on REMOVEDto purchase essential household items. Over the past two months, Amazon has repeatedly accused me of policy violations, ignored documented proof, reversed approved refunds, and restricted my account to REMOVEDpurchases only, causing significant stress and emotional harm.Desired Settlement I am requesting a full refund and release of all funds that are rightfully mine: CA$22.57 refund for the REMOVEDitem (Order #REMOVED-4569917-7861852) that was returned and picked up by REMOVED, with carrier-confirmed tracking (INTLCMR124658869). CA$28.19 refund for the REMOVED(Order #REMOVED-5898317-7789826) that I paid for but did not receive. CA$183.47 release or reimbursement of my Amazon gift card balance, which consists of my own funds and is currently REMOVEDaddition, I am requesting the removal of the digital-only restriction on my account, as it was imposed based on false allegations and despite clear evidence provided.
Business Response
Date: 03/04/2026
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use REMOVED, 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 03/04/2026.

Sincerely,

Matt
Amazon.com
Customer Answer
Date: 03/04/2026

Complaint: REMOVED

I am rejecting this response because:

I reject the business response.

The statement submitted to BBB does not address any of the specific monetary claims listed in my complaint. It only repeats a general statement about terms and conditions without providing evidence, dates, transaction analysis, or explanation of the alleged violation.

On March 4, I also received a direct email from REMOVED(Escalation Specialist, Amazon Account REMOVEDreferencing BBB inquiry #REMOVED. That email repeats the same position: that the account closure is final and no further refunds will be issued. It does not address the specific amounts owed, does not explain the alleged violation, and does not respond to the documented return confirmation.

Amazon did not respond to BBB from February 2 until March 4 despite multiple follow-ups and a final notice. After more than one month without response, the only reply provided is a generic refusal that does not address the financial details of this complaint.

I formally and completely dispute the allegation that my account violated any policy. I have been a customer for over 15 years. My returns were made only when items arrived damaged, defective, incomplete, or in unacceptable condition. The number of returns reflects the condition of merchandise received, not misconduct.

I have retained photo documentation of certain deliveries where items arrived in torn or unsanitary condition. Returns were submitted in good faith and within Amazons stated return policies.

The business has not addressed the following specific amounts:

CA$22.57 NYX item (Order #REMOVED-4569917-7861852), returned and picked up by REMOVEDvia Intelcom. Carrier-confirmed tracking: INTLCMR124658869. The return was completed, yet the refund was denied or reversed.

CA$28.19 REMOVED(Order #REMOVED-5898317-7789826), paid for but not received.

CA$183.47 Personal Amazon gift card balance consisting of my own funds, currently blocked due to the account restriction.

In addition, the final email I received from the business appears incomplete, which raises further concern about the clarity and transparency of the communication.

Amazon has provided no evidence of wrongdoing and no explanation for withholding these specific funds.

I am requesting:
1.Removal of the unsupported violation allegation.
2.Full reimbursement of CA$22.57 and CA$28.19.
3.Release or reimbursement of the CA$183.47 personal gift card balance.

If Amazon maintains account closure, they must still reimburse all funds that are rightfully mine.

This complaint remains unresolved because the business has not addressed the specific financial claims.
Sincerely,

Yousra Benmekki
Business Response
Date: 03/17/2026
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use REMOVED, 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 REMOVEDaccount 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 REMOVEDaccount 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 17 March, 2026.

Sincerely,

REMOVED
REMOVED
Customer Answer
Date: 03/18/2026
I hope you are well and thank you again for your continued support regarding my complaint #REMOVED.

I am writing to inform you that after submitting my rejection on the BBB platform, I have now received today an additional email from Amazon same generic as the emails they keep sending to me during this 3 months from ofm before i contacted you, this one is : (from an Escalation Specialist named REMOVED), which I am forwarding to you below for your records.

In this email, Amazon states that my account has been restricted to digital purchases only and again accuses me of violating their Returns and Refunds policy, without providing any evidence, details, dates, or explanation of these alleged violations.

I would like to clearly state that I completely reject these accusations. They are unsupported and inaccurate.

The volume of my returns is directly related to the condition of the items I received. I only returned items that arrived damaged, defective, incomplete, or not in acceptable condition. I have experienced multiple issues with items being broken, torn, or unsuitable upon arrival, and I have acted in good faith according to Amazons return policy.

Despite this, Amazon continues to repeat the same general accusations while ignoring the actual facts and the financial amounts that remain unresolved.

For clarity, the following amounts are still owed to me and have not been addressed in any of their responses:

??CA$22.57 NYX item (Order #REMOVED-4569917-7861852), returned via Intelcom with confirmed tracking INTLCMR124658869 and collected by the carrier representative REMOVED, yet refund was denied or reversed.

??CA$28.19 REMOVED(Order #REMOVED-5898317-7789826), paid for but never received.

??CA$183.47 Personal Amazon gift card balance, which consists of my own funds and is currently blocked due to the account restriction.

Amazon has not provided any justification for withholding these amounts and continues to rely on generic statements instead of addressing the facts of the complaint.

I kindly ask that this additional communication be added to my case file as further evidence and that my complaint remains open, as the matter is not resolved.

Thank you again for your time and support.

Best regards

Begin forwarded message:

From: REMOVED
Date: March 17, 2026 at 18:05:19 EDT
To: REMOVED
Subject: Your REMOVEDaccount
Reply-To: REMOVED

Hello,

My name is REMOVEDand I am writing to you regarding complaint no.REMOVED, transmitted via the Better Business Bureau (BBB).

We are writing to let you know that we have restricted your account to REMOVEDpurchases only. We will automatically cancel all non-digital orders placed on REMOVEDand if you have been charged, a refund will be processed.

Why did this happen?
We previously contacted you about violations of our Returns and Refunds policy. Since then, we have continued to notice violations of such policies on your account.

For detailed information on our returns policy, go to "Returns and REMOVEDteam can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

We are unable to offer you any further assistance on this matter.

Sincerely,

REMOVED
Escalation Specialist
REMOVED
Initial Complaint
Date:01/22/2026
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.
I ordered an RTX 5070 OC for $639.99, with a promised delivery date. After delay, they delivered the wrong item. They initially promised resolution but refused to honor They now force me to refund, wait months, and repurchase at a higher price. The exact item is still available now for $50 more, but they will not honor the original agreement. I want them to provide the correct product at the price I paid, without making me pay inflated costs. This entire process has been a failure in honoring the original sale.
Business Response
Date: 02/10/2026
Hello REMOVED,
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">I'm Himaja 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.
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">I am so sorry about the issue you faced with your Order #REMOVED-9752742-6821044.
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">I understand that you are waiting for the refund on the order as well as the price match to place order for a new item.
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">Upon reviewing, I see that a full refund worth $639.99 has been issued on your order on February 05, 2026 to your original payment method. Please give your bank 3 to 5 business days from the day we issued refund, to process and update your account with the same.
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (REMOVED). Completed refunds will appear at the bottom of an individual order summary page.
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">Regarding the price match refund you requested, regrettably, we wouldn't be honoring the request as the item has been delivered to you and returned for a refund. In this case, kindly search if any other seller can offer the item for similar price and place a new order for the same.
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">For more details about our price match policy, please review the below link:
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">REMOVED
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">For any further assistance, please feel free to contact our customer support team. To do so, go to "Amazon Customer Service":
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">REMOVED
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">I hope this information helps.
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">Thank you for your understanding. We hope to see you again soon.
Best regards,
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">Himaja
REMOVEDhidden="true" style="font-family: Ember, "Amazon Ember", Arial, sans-serif; border-spacing: 0px; margin: 0px; padding: 0px; color: rgb(15, 17, 17); font-size: 15px;">Amazon.com
Customer Answer
Date: 02/17/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:01/16/2026
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 am reaching out to request communication with the appropriate representative responsible for the Amazon Lockers at REMOVED. As you know, resident satisfaction is our top priority, and ensuring our amenities function properly is essential to that goal.Unfortunately, we have continued to experience significant issues with the Amazon Lockers that have caused considerable frustration among our residents and our management team. The primary reason we chose to partner with Amazon, rather than another parcel locker provider, was because of Amazons trusted reputation and the expectation of reliability for our residents who frequently use your platform.However, over the past several months, we have received a growing number of complaints related to failed deliveries. Both Amazon-employed and third-party delivery drivers have repeatedly reported being unable to access the lockers due to address or access code discrepancies. As a result, packages are often left unsecured, misplaced, or, in some instances, stolen. This has created an ongoing sense of dissatisfaction and distrust among residents toward this amenity.While we have allowed ample time for updates or corrections to be made on Amazons end, we are now approaching a full year without resolution. Given the urgency of this matterwe must prioritize finding a sustainable solution immediately.
Business Response
Date: 02/17/2026
Hello Adelphi Quarter,

I am REMOVEDfrom 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've checked your issue regarding the multiple failures at the adelphi quarter locker.

Upon checking the details and escalating the issue with our team, they have stated as below:

"Between December 20, 2025, and January 31, 2026, this locker experienced host-related network connectivity issues that resulted in downtime, potentially impacting deliveries/pickup during this timeframe.

May I know if you were referring to the issues during this period? If yes, then that is understandable given the network outage.

As of today, I see this locker up and running and packages being delivered to this locker and also picked up by customers successfully.

These are the packages recently picked up by the customers - REMOVED, REMOVED, REMOVED

If drivers are still experiencing any issues with deliveries, please get back to us with the impacted Tracking IDs for troubleshooting further."

We appreciate your patience and look forward to seeing you again soon.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

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