Based on personal experience and countless conversations with others over the years, it is difficult to avoid the conclusion that online customer service and support have steadily deteriorated. What was once considered a core business value now often feels like an afterthought, particularly in an environment driven by aggressive marketing, cost cutting, and short-term profit objectives.

Many online vendors promote offers designed to appear consumer-friendly while relying on fine print to generate revenue. A common example is the so-called “free trial” that requires a credit card upfront. In many cases, companies depend on customers forgetting to cancel before the trial period ends, triggering automatic billing and recurring charges. Once charged, refunds are frequently denied based on the original agreement, leaving consumers with little recourse.

Product quality and warranty support present additional challenges. In a global marketplace, defective products—often low-cost items sold through major platforms—may become difficult or impossible to return months after purchase. While some retailers honor refunds or replacements, others refuse responsibility, particularly when the seller is no longer operating or is located outside the United States.

Customer service outsourcing has further compounded the problem. In an effort to reduce labor costs, many companies rely on offshore support centers where representatives may lack product knowledge, adequate training, or effective communication skills. This often results in scripted apologies, unresolved issues, repeated transfers, and excessive hold times, leaving customers frustrated and without solutions.

Another notable shift is the gradual removal of direct phone support. Many businesses now hide or eliminate phone numbers altogether, funneling customers into email forms or chat systems. While automation and AI-driven tools can handle simple issues, they frequently fall short when addressing complex or technical problems, forcing customers to resolve issues on their own.

The decline in customer service is not accidental. It reflects a broader corporate mindset that prioritizes shareholder returns over long-term customer relationships. Until companies reinvest in knowledgeable support teams and place genuine value on customer satisfaction, service quality is unlikely to improve. Ultimately, meaningful change will require both better business practices and more informed consumer choices.