The customer service is a margins game, and you are correct that they ratio spend to returns to track those margins per account. The service degradation is in

The customer service is a margins game, and you are correct that they ratio spend to returns to track those margins per account. The service degradation is in terms of search no longer being useful, promoted/ad brands everywhere, popup 'businesses' with co-mingled inventory, fake reviews, just general lack of trust earning. Amazon used to be THE place to get the cheapest option too, but that is rarely the case these days.