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FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

cnbc.com

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Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#21

Post by adoxyz »

londons_explore wrote: post #9
adoxyz wrote: post #5

The whole Amazon.com experience has been getting worse and worse as the years go by. Everything from the products they sell, quality control, customer service, dark patterns in the UI, etc. I wonder how long until you have to call someone or mail in a 1,000 word letter on why you don't need Prime to cancel it.

The experience has been getting worse for customers, but better for shareholders. Can't please everyone! Life Pro Tip: Be a shareholder, don't be a customer.

I am both. It's still a frustrating experience and eventually shareholders will be negatively impacted.

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#22

Post by jwestbury »

paddw wrote: post #13

There are so many of these processes which are so difficult that they border on the outright criminal, but the FTC goes after Amazon because it is a big political target to hit. Maybe from a utilitarian perspective it makes sense.

If successful, it probably sets precedent a lot more effectively than going after smaller targets. Amazon won't care if the FTC goes after some small company; but the small company will probably care if the FTC wins against Amazon.

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#23

Post by jwestbury »

londons_explore wrote: post #9
adoxyz wrote: post #5

The whole Amazon.com experience has been getting worse and worse as the years go by. Everything from the products they sell, quality control, customer service, dark patterns in the UI, etc. I wonder how long until you have to call someone or mail in a 1,000 word letter on why you don't need Prime to cancel it.

The experience has been getting worse for customers, but better for shareholders. Can't please everyone! Life Pro Tip: Be a shareholder, don't be a customer.

I was an employee and a shareholder, but my customer experience is part of why I'm no longer either, and why I won't be again in the future.

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#24

Post by njovin »

altacc wrote: post #16

The UK government has a proposed law that customers must be able to end a subscription in a single clear process and all subscriptions entered into online must be capable of being ended online. Seems that if the US pushed this kind of law it'd have a significant effect on improving online services.

California has already done this, so feel free to report any businesses that aren't allowing US-based customers to cancel immediately.

https://leginfo.legislature.ca.gov/faces/codes_displayText.x....

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#25

Post by bottom999mottob »

benatkin wrote: post #15

I need to buy a mattress and I had one in my cart from a week ago and last night I picked a different mattress and went to the checkout page. Then I saw there were two mattresses in it. It had the dark pattern of no cancel button so I had to click back and now I'm considering getting it elsewhere. Oh, and they also tried to get me to sign up for a Prime trial.

I'd be careful about buying mattresses from Amazon as quite a few have been found to have fiberglass.

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#26

Post by burkaman »

PaulHoule wrote: post #2

I wouldn't say the process of unsubscribing from Prime is 'deceptive' but it sure has many steps. They tried just about everything to persuade me to stay except offer to bring back two day shipping. (I know many of you in urban areas are getting one day shipping but those of us in less favored geographies, such as the same ZIP code as AMZN warehouses, have seen two day shipping turn into five, which makes Amazon unco…

The complaint says they internally called the cancellation process "the Iliad Flow". See page 43 for a full description: https://www.ftc.gov/system/files/ftc_gov/pdf/amazon-rosca-pu...

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#27

Post by Osiris »

PaulHoule wrote: post #2

I wouldn't say the process of unsubscribing from Prime is 'deceptive' but it sure has many steps. They tried just about everything to persuade me to stay except offer to bring back two day shipping. (I know many of you in urban areas are getting one day shipping but those of us in less favored geographies, such as the same ZIP code as AMZN warehouses, have seen two day shipping turn into five, which makes Amazon unco…

I just started seeing items with same day shipping where I live. We’ve received a few items now within just a few hours of ordering it.

Most of the common items we order are 1-2 day shipping. Less popular items can be several days or more.

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#29

Post by benatkin »

bottom999mottob wrote: post #25
benatkin wrote: post #15

I need to buy a mattress and I had one in my cart from a week ago and last night I picked a different mattress and went to the checkout page. Then I saw there were two mattresses in it. It had the dark pattern of no cancel button so I had to click back and now I'm considering getting it elsewhere. Oh, and they also tried to get me to sign up for a Prime trial.

I'd be careful about buying mattresses from Amazon as quite a few have been found to have fiberglass.

I was only looking at one brand, Zinus. I could order from them directly at a slight premium. However now I will look at more reviews. Thanks.

Re: FTC sues Amazon over ‘deceptive’ Prime sign-up and cancellation process

#30

Post by electric_mayhem »

squeaky-clean wrote: post #14
PaulHoule wrote: post #2

I wouldn't say the process of unsubscribing from Prime is 'deceptive' but it sure has many steps. They tried just about everything to persuade me to stay except offer to bring back two day shipping. (I know many of you in urban areas are getting one day shipping but those of us in less favored geographies, such as the same ZIP code as AMZN warehouses, have seen two day shipping turn into five, which makes Amazon unco…

I'm in NYC and two day shipping here is a crapshoot nowadays. Sure it says 2-day shipping on the store page, but counting my past orders, 6/10 were delayed delivery, usually taking 5 days. The last 2 times I tried buying bulk paper towels on Amazon (I had them set as a recurring purchase every 6 months) they have been lost in transit. Also really frustrating, if I go to "Order Details" for an order that was delayed,…

That’s weird. I cancelled prime a couple years ago and only sign up for it when they offer a free trial.

Without prime I still order from them more than I feel good about, but only ever opt for the free, slow, shipping.

I’m at something like 30% deliver relay in 2 days, 40% deliver in less than 5 days, and 30% take the full five days.

combining your experience with my own, really sounds like they’re losing it.

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