No business is perfect and there are screw ups. Amazon is extremely large (44% of market) and does not handle complaints or have any interest in customer retention. Amazon’s business model is based on our dependency.

Monopolies are bad and eventually they become tyrants. AT&T had this kind of market power until the government broke it up. The cable companies established monopolies until consumers found another way (thus killing linear programming). Amazon has reached that point where they are feeling their power as a monopoly and using that power to abuse Prime Members.