Now we are entering the AmericanAirlines stage- everyone uses it and everyone hates it and it’s stagnated for decades.
What bothers people is fake products, reviews, "ops, I didn't get the package in 1 day, amazon is not anymore the same as in the old times", that have increased of course. That's the nature of things.
My experience is degrading year over year, but I’m just me with my preferences.
In the video Bezos talks about word of mouth recommendations because everyone loved his site. I used to recommend it a ton, and I remember telling people about it around this time. I don’t any more.