For me, this was a key reason I cancelled Prime.

In the 90s and 00s Amazon would fix things. The last time Amazon lost a “delivered” package they told me that they could do nothing about it. My ticket got escalated a few times and they offered a discount on ordering a replacement. I just did a chargeback with my credit card. I was frustrated with Amazon because I probably ordered 30 things a year for 10+ years and they trusted their driver over me saying I never got it.

This is not my experience. I had a package simply not arrive, and Amazon AI said it would replace the missing package (which was a high dollar value). Instead, it just repeated the order, double charging me. I had 3 conversations with human CS promising me they saw the mistake and would fix it, and never did, so I was double charged. After months trying to resolve it I eventually gave up and ate the cost.

I've never had such a poor experience, including being repeatedly lied to by CS, and this was the last straw for me. I honestly don't miss Amazon, I buy less stuff and feel better about it.