In my experience, the customer-friendly return experience is withering. I ordered a small table about a year ago that didn't ship with the correct hardware. I literally could not assemble the thing as documented in the instructions.

I had to call to get a refund; admittedly, I think I may have been slightly outside the ordinary return window. The customer service representative was pretty reluctant to accept it, somewhat heavily suggesting that I didn't assemble it right.

I actually just recently cancelled my Amazon Prime, which I've had for probably 10+ years. Not solely based on this one experience, but a general decline in how much perceivable value I actually get out of it.