Amazon Customer Care: How to File a Complaint to Amazon and Consumer Protection Authority?

Amazon is an American multinational technology-based company with a specialization in e-commerce, cloud computing (AWS), digital streaming (Prime Video), and consumer electronic devices (eero Wi-Fi, Alexa, or Blink). The headquarters of Amazon is based in Seattle, Washington, and Arlington, Virginia of the United States.

Have any complaints about Amazon? Many customers and sellers have to face issues with the delivery, refund, cancellation, and booking of products. If your problems are not resolved, file a complaint to the customer service representative of Amazon. Further, escalate the disputed or unresolved cases to the higher officers.

The complaints can be submitted from Amazon.com, Amazon.co.uk, Amazon.in, Amazon.de, Amazon.cn, Amazon.fr, and many others. The company’s services also include storage, packing, booking, return of orders, delivery, payment refund, and shipping services for the business partners & sellers against which customers can raise a concern.

You can complain about these products & services:

• The major products are the Amazon Echo smart speaker, the Fire TV streaming device, and the Kindle e-reader.
• The premium services include Amazon.com, Alexa, Appstore, Luna, Prime Music, Amazon Pay, Audible, and Prime Video.
• E-commerce services for buying, selling, and delivery, Whole Foods Market, a grocery chain, and other online retail businesses.

To initiate a resolution of the issue, first contact customer support by Amazon customer service number, e-mail, and live chat representative. If not resolved, escalate the complaint to the senior customer representative and the appointed authority within the given time.

Note – Yet not resolved? File an informal complaint to the country’s National Consumer Forum (Consumer Protection Authority). Further, you may take legal action against the violation of consumer rights and breach of trade laws of the nation.

Before this, you may submit a notice to Amazon’s legal department to resolve this internally. The case can be small claims, payment refunds, and disputes related to the product, service, and platform of the company.

How to File a Complaint to Amazon?

Amazon customer service is dedicated to resolving any disputes, problems, and technical issues associated with the Amazon platform and its subsidiary products. You can contact customer representatives from every corner of the world through Amazon support. Contact online, call the agents, or request a call back anytime to raise your concerns.

The customer grievance redressal mechanism of the company can be divided into two levels. In level 1, you can directly complain to Amazon customer service and further to the highest authority of the company including the Grievance Redressal Officer and Legal Department (for internal dispute resolution and small claims).

Level 1: Lodge a Consumer Complaint with Amazon:

• Customer Service Number
• Request call back
• E-mail and live chat
• Online customer support and

If not resolved, Approach:

• Grievance Redressal Officer
• Internal Disputes Settlement Process (Arbitration)
• Legal Officer, Amazon

And, in level 2, If not satisfied with level 1, you may take legal action against Amazon, and file a complaint to the national consumer forums like the consumer commission/court or appellate authorities to protect the consumer rights of the country, arbitration, or the concerned government authority of the nation including legal/judicial courts, refer below.

Level 2: Take Legal Action or Submit an Informal Complaint against Amazon:

• National Consumer Authority
• Arbitration
• Trade and Consumer Protection Authority
• Finally, may take legal action with the judicial/legal court (by following the law of the land/nation)

These are some ways that every customer or seller can use to resolve consumer disputes and related cases of Amazon services. When you submit a complaint, always provide true, genuine, and detailed information with proof or supporting documents. This will help to get faster resolution of critical cases and can claim the amount without any monetary loss.

Let us know each way and details that can be used to lodge a grievance against Amazon services & products and to approach the government or legal authorities.

Amazon Customer Service Number

Do you want to contact the customer care representative? First, you should know that Amazon has not provided any customer service number. But, customers can use the toll-free international number (helpline number) to get help from Amazon agents.

Provide the Following Details to the Representative:

• Name of the consumer
• Product details and order id
• The issues related to the product or service
• Other details like billing or supporting screenshots or documents (for damage, replacement, refund of payment, etc.)

The complaints related to delivery (delayed, returned, or cancelled), product quality (damaged, broken/stolen, or defective), and billing (payments, refund, or cancellation) can be submitted to the representative by e-mail, or call request.

You may also raise concerns about Amazon shopping services and subsidiary products like Amazon Kindle, Prime Video & Music, Audible, and Amazon Basics.

Customer Service Number (Hotline), E-mail, and Contact Details of Amazon to Register a Complaint:

Note – Not resolved, dissatisfied with the resolution? Don’t worry, request the representative to escalate the disputed or unredressed complaint to the senior executive of Amazon support. Further, you may approach the small claim court or national consumer authorities of the nation as mentioned in the section below.

Tips – The On-Road Incident emergency hotline of Amazon logistics and Flex delivery drivers is 8443110406 (USA) which is available 24×7 to report the incident or get immediate assistance.

File a Complaint Online to Amazon

Today, Amazon prefers an online mode of communication to resolve the issues of customers. So, customers can chat online with representatives, and send the details of the products like photos of defective goods & services or problems related to technical/billing.

The services for which you may file an online complaint are:

• A delivery, order, or return including cancellation
• International shopping, Amazon Global, and business
• Payment, charges, or gift cards
• Login, address, security & privacy
• Amazon e-Kindle, Fire, or Alexa device
• Kindle eBooks, Prime Videos or Music
• Prime Memberships, subscriptions, or communications
• Something else – other issues

Details to File a Complaint Online to Amazon Customer Representative:

Note – If complaints are not resolved, you may escalate to the senior officials of Amazon including the grievance/legal officer and internal dispute redressal authority. Further, approach the Consumer Protection Authority or Trade Commission of the nation.

Procedure

Follow these steps to complain online with Amazon customer service:

• Visit the link contact “Amazon customer service“
• Select the category of the issue
• Login (if not logged in to your account)
• Select the type of issue.
• Choose a mode of communication to contact the representative:
  1. Request a phone call: Click to request a callback, talk to the customer service representative for assistance, and get a faster resolution.
  2. Chat with us: Click and chat with the customer executive by selecting the ordered product or service (if any) or mentioning the issue. In reply, you will be asked some questions related to the problem of Amazon services.
• After successfully registering the complaint, note down the reference/ticket number to track the status.

If not resolved, you may contact the senior customer representative and further the regional Amazon legal department/grievance officer of your nation. Further, the consumer protection authority, trade commission, and arbitration (dispute resolution) authorities are the apex bodies.

Tips – In India and Australia, you may escalate or file a complaint to the Grievance Officer, Amazon (regional office in India or Australia).

Finally, may choose a legal path like arbitration, small claim court (USA), and other regional legal authorities of the country.

Report Intellectual Property Infringement

Have any complaints regarding the infringement of intellectual property? You may report for making claims of intellectual property infringement to Amazon. For this, follow the below details:

You may also contact the copyright agent of Amazon.com (Only for infringement):

• Address: Copyright Agent, Amazon.com Legal Department, P.O. Box 81226, Seattle, WA 98108.
• Phone No: +12062664064

OR

• Courier Address: Copyright Agent,  Amazon.com Legal Department, 2021 7th Avenue, Seattle, WA 98121, USA.

Note – If no action has been taken or dissatisfied with the resolution, file a complaint to the IPR department of the Federal Trade Commission (FTC), USA, or the respective trade authority of the country.

Amazon Pharmacy: File a Grievance for Nondiscrimination

If the civil rights are violated by Amazon Pharmacy include:

• Equal opportunity and nondiscrimination
• Prohibits discrimination based on race, religion, creed, color, national origin, citizenship, marital status, sex, age, sexual orientation, and gender identity
• Veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities
• or any other legally protected status.
• Free language services to people whose primary language is not English (Pharmacy details)

Before filing a grievance, you may contact the customer care of Amazon Pharamy by chat or phone number 8557455725 (hotline) available 24×7 for Pharmacy customers in the United States.

If you believe that the company has failed to provide the right services or discriminated in any way, contact Amazon Pharmacy’s Civil Rights Coordinator to report the issue or file a grievance with appropriate details. To file a complaint, use the details below:

If your lodged complaint is not resolved by Amazon Pharmacy, file an online civil rights complaint against Amazon to the U.S. Department of Health and Human Services (HHS) Office for Civil Rights (OCR). Mail a written complaint or call HHS for OCR at:

• Address: U.S. Department of Health and Human Services, 200 Independence Avenue SW., Room 509F, HHH Building, Washington, DC 20201.
• Phone No: +18008681019, 8005377697 (TDD)
• HHS (forms): Filing with OCR

Need more information about Amazon Pharmacy Civil Rights? Read the Nondiscrimination Notice of the company.

Submit a Notice of Dispute to the Grievance Officer, Amazon

Have any complaints about infringement of intellectual property rights, privacy violation, or product claims? If yes, submit a notice of dispute and violation of IPR, objectionable content, or trade rules to the legal department or grievance officer of Amazon. Must contact the regional Amazon office of the country, illustrated below.

Be Aware, giving false, misleading, or inaccurate information in the Notice to Amazon may result in civil and/ or criminal liability.

Must mention the following details:

• A physical or electronic signature of the person authorized to act on behalf of the owner of the copyright interest;
• A description of the copyrighted work that you claim has been infringed upon;
• A description of where the material that you claim is infringing is located on the site;
• Your address, telephone number, and email address;
• A statement by you that you have a good-faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law;
• A statement by you, made under penalty of perjury, that the above information in your notice is accurate and that you are the copyright owner or authorized to act on the copyright owner’s behalf.

Submit a notice form (file a complaint) for infringement of intellectual property rights/copyright or trademark via e-mail with PDF, online form, or send a postal mail to the legal department at:

Note – Have any disputes related to consumer products or services? Is it not resolved by Amazon? First, file a complaint to the country’s Consumer Protection Agency or Authority. Further, you may initiate arbitration with regional arbitration agencies of the nation.

File a Complaint to the Consumer Protection Authority

Do you want to complain about the violation of consumer rights or low-quality consumer products? In this case, you may resolve the consumer disputes with arbitration or file a complaint against Amazon to the National Consumer Protection Authority of the country. Always provide details of the product & service including:

• Product standard number, company name, and manufacturer details
• Amazon order details (if bought the Amazon products)
• Higher service charges or fees
• Other details like photos of the products, billing details (payments), and information related to previously unsatisfactory resolutions by the company.
• The expected amount of claim or compensation.

File a consumer complaint (case) against Amazon

Steps should be followed:

• Visit “National Consumer Authority” of your country to file a complaint against Amazon
• Select your country, fill out the online form, or call the toll-free number of the consumer protection agency/commission
• Submit your case with proof/evidence.
• If you want to start an arbitration, contact a registered arbitrator agency in your country.

National Consumer Protection Authorities of Different Countries to File a Complaint against Amazon or Start Arbitration:

Note – Yet not satisfied with the resolution of consumer authorities? You may proceed for arbitration or take legal action by following the rules and laws of the country.

Frequently Asked Questions

Q. What is the customer service number of Amazon?
A. Amazon has no customer care number that you can use to call the customer service representative, but you can request a callback from your Amazon account or will get a number in your SMS (at the time of delivery). For the devices and accessories of Amazon, toll-free numbers are available, to use to get technical support or raise a complaint.

Q. Where can I register a complaint if my issues are not resolved by an Amazon customer representative?
A. In the initial stage, you may request the representative to escalate this unresolved complaint to the senior representative of Amazon customer service. If not resolved, file an informal complaint to the National Consumer Authority of your country.

Q. What can I do if my disputed cases are not redressed by Amazon company?
A. In these situations, first, submit a notice of the dispute to the legal department of Amazon (regional office) then you may proceed for arbitration, and file a complaint to a national consumer agency or consumer courts. Finally, you may take legal action against Amazon within the consumer commission or the respective legal/judicial authority of the nation.

Reference

• About – Amazon
• Customer service – Amazon
• Resolve dispute – ICPEN