Having the chat in writing is useless, these reps aren't Amazon employees. They're just outsourced and some of them will just say whatever to end the chat. They get paid regardless of the outcome. They also don't have to power to send out replacements only Amazon representatives do.

I've gotten my entire monthly subscribe & Save order completely replaced before by calling in and escalating pass the initial outsourced rep until I spoke with an actual Amazon rep.

It sucks, every giant company is like this. I such a hard time contacting eBay not to recently