They're definitely a growth-focused company. At times in their history, and for certain aspects of the business, that has made them customer-focused.
In many other regards (like making sure the customer gets the product they want) they're clearly not at all customer-focused.
They won't address this until it begins to visibly impact their marketplace dominance.
The worst was ordering a Netflix gift card for my mother, email never arrived with the code, and support said they couldn’t do anything. No resend worked, they refused to refund because the system said “sent”, and couldn’t give the code directly because they have no access. Netflix support tried surprisingly hard to help track down the card from their own system, but Amazon had blocks of codes and they couldn’t identify.
Escalated the issue twice to no avail, tried emailing the Bezos account and never heard a peep. My only option left is a chargeback, but then they are likely to just close my account permanently as a final f-you.
Results of course may vary, but their service is garbage imo.