For me it’s that I know if something is wrong with the shipping that Amazon will fix it for me.

The other month my wife ordered something inexpensive from Best Buy that got shipped. I am 90% certain the FedEx delivery person took it, impossible to find the easiest way to resolve the matter with BestBuy. Amazon while historically it was not always intuitive to find the chat feature. I could always get there and the problem was fixed.

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.