April 21, 2025 • 6 min
How the world’s most customer-obsessed company is getting post-purchase experience completely wrong.
Amazon knows your size, your purchase history, and even what you might want to buy next. But when it’s time to return a product?
Suddenly, it’s like they’ve never met you.
In this video, Gabe from CX Foundation dives into one of the most surprising customer experience blind spots of 2025: Amazon’s broken return process. Despite pioneering one-click checkout and next-day delivery, Amazon leaves customers facing confusing options, clunky UX, and real-world friction that destroys loyalty.
🎯 You’ll learn:
Why personalization often vanishes after the sale
How service complexity silently drives churn
What Amazon—and your business—can do to fix the post-purchase experience