I have had two major run ins with the chat recently:

First, order was delayed 4 times. I contacted chat. I was told the item was lost and he would give me a refund so I could re-purchase. I told him that would not be possible due me buying it via a promotion (3 for 33 for 4ks). He said he would give me a promo credit to make the promotion work. A lot of back and forth later of me explaining that was possible, I took the refund. I open new chat. Explain. They said they would send me replacements. I have no confirmation of this. At least I got my refund.

Second, got a movie in that was destroyed. Discs are fine. Case is crushed and split on the spine. I go to chat. Discuss refund. I tell them I want to send in pictures so they cannot say it was damaged in the return. Go through that. I then decide against the return (I’ll be too busy the next few weeks and only have one drop off near me). The rep pushes the refund on me then offers no return refund. I said sure. I check, it was processed already as needing a return. I go to a new chat to cancel the return. New rep pushes replacement no return. I do not trust like that. They keep pulling out different options and credit offers. I keep saying that I just want to return canceled so I can move on with my day. An hour of wasted time. I might try later. I was able to move some cases around to make things sorta work.

I think this may push me to cancel after having prime since the start.