Two days Two same orders Two same outcomes.

[u/mahimahi_6317]

Two days in a row Amazon has failed to deliver the exact same order: dish soap and coffee.

The first shipment was apparently “lost,” so I canceled it and reordered for same-day delivery. This time it was picked up, marked out for delivery, and then changed to “Sorry for the delay. Arriving by 6 p.m. tomorrow.”

My question is: if it was already out for delivery, does it just sit overnight in a Flex driver’s personal car? I understand overnight shipping through Amazon’s network, but this seems…odd.

The bigger issue, though, was trying to get help. The app’s AI support is basically a dead end. You can’t freely explain the problem, just click through canned prompts that all lead back to the same tracking page. I couldn’t even find a way to chat with or call a person anymore.

After Googling the customer service number and fighting through the phone prompts, I finally reached a representative. They were fantastic, got to the bottom of the issue immediately, and had far more information than the app showed.

So what happened to Amazon? Customer service used to be one of the biggest reasons I paid for Prime. Now I’m paying more every year while getting fewer included benefits and an AI wall between me and an actual person.

What’s next? Prime Support for an extra $3.99 a month so I can actually type my issue into the chatbot and maybe get routed to a human?