I have had a prime membership for a few years now. They are the most reliant and efficient delivery and shopping service I have used. I recently had a problem with an order when I accidentally made a mistake and selected a wrong size for a matress which as you could expect is a costly item. I was so embarrassed but when I spoke to customer service over the phone they were very gracious and understanding of my situation and immediately helped me solve this issue. I was taken aback by how helpful they truly were especially when it was no fault of their own that I had this issue. It’s great shopping on a site where you truly feel trust and respect for the people who operate it. Overall I’ve had a great experience and since they have been so kind I’ve decided to write this review because they deserve the rating given.

Since the new update they’ve tried to hide the chat option for an actual person to speak to so everything is done by the AI chat. This doesn’t always work as in my situation today, cat litter was left in the rain so the box had broken up and cat litter was leaking out. The AI wouldn’t refund or replace without me sending it back which seemed ridiculous given there was litter coming out of the bag and box. I ended up googling how to find the chat option because it just didn’t seem to be anywhere anymore and it really has been hidden away! It’s just poor! For anyone needing to find it you need to go onto the customer service page, scroll down to ‘something else’ click on ‘see all’ because it’s not in the 5 displayed options, scroll down to 9th in the list and press ‘I need more help’ and then confirm a further 4 times that you still need more help on the chat and eventually you’ll get a real person to speak to (that doesn’t expect you to send wet cat litter back via Royal Mail)

My account was hacked and the email and phone number associated was changed so I could not access the account.I called through to amazons support team to try to get them to block the account and they wouldn’t help me at all (despite it only being minutes after) because although I knew the hackers email and I could confirm all the details on the account because I didn’t have the phone number that the hacker added to the account they couldn’t help me or even block my account. I tried going round and round with them but they were not willing to help at all and now the hacker has my address, phone number, email and card details meaning I have had to change all my passwords everywhere and completely cancel my card because they started to make purchases. Poor support from such a big company, you would expect them to have some idea of how to help a customer when they have been hacked and to be able to block the account rather than having zero support and allowing the hacker to have access to all of your personal information.

The new update has done nothing of note but change colours and move stuff around. Why after so many years would you change something. If it ain’t broke, don’t fix it is clearly something the developers haven’t heard before. And why the hell can I still not buy and download kindle books using the app?Edit: The app was reverted back to the old version a few days after this review but has now changed back again. You get nothing but bad reviews every time you push this ridiculous, user unfriendly update. People like the old version, it’s easy to Use, everything is easy to find and and it’s aesthetically pleasing. All things that this new version is not. Pleas stop trying to fix something that isn’t broke.