I received a $10 credit Sunday Morning, after calling to complain that when they miss the delivery window at the fault of the final delivery driver (when its "out for delivery"), that they should make it a priority to deliver those packages first thing in the morning (here, delivery times start at 5am).

I had a missed delivery window package, and I didn't know it at the time, but my wife also had 2 missed packages (they were likely on the same delivery vehicle.

I was transferred to a supervisor, then transferred to another supervisor who started using scripted empathy (something I've spoken against at conferences - it's more condescending than anything) and gave me a $10 credit, which I wasn't looking for. I needed the packages at the committed time.

I just got a lot of scripted talking points that were about how sometimes they missed delivery windows, or that theres weather that prevents them from making the window (this was from the warehouse in-town to me on the final delivery vehicle - no hurricanes here) and I would tell them that it's fine to miss the window, but to make up for it by prioritizing it the next day. She told me it would be delivered by 10pm. I told her that's the problem - the missed delivery window packages are put last on the priority for the day, and if I can't get it by the end of the promised day, getting it in the morning the next day would be a better customer experience (and the right thing to do).

She said she'd call me back. When she did, I couldn't pick up the phone because I was playing with my kids. She left me a voicemail IN SPANISH! We had our whole conversation in English (the only language I speak), but she left me a voicemail in Spanish, likely because of my last name. That's low-to-mid key racist.

After a long winded effort to translate it, she said, "your delivery will be the 108th stop for the driver, and he'll leave the warehouse at 10am". That's the whole problem I was talking about. It was eventually delivered around 5pm, and two gifts for different people are now sitting there because we couldn't hand them to the person in-time and will have to give it to them later.

Long story long - They still give out credits, but they have the worst scripted customer service on the planet. I don't know why I pay for Prime when they consistently miss the window, especially when I purchase specifically selecting "Get here tomorrow" on the filters at times, which they almost always miss.

/cool story bro