Amazon review: Lack of customer service

I am extremely frustrated with the handling of this order issue.

I called yesterday regarding an order where the item I received is not the same as what I ordered (attached photo for reference). I was transferred between multiple agents and departments. The second agent was unhelpful and told me I would receive a response within 6 hours. I even received an email confirming this timeframe, but as of this morning, I have received nothing.

I called again this morning and experienced the same situation — another transfer to another department, only to be told I now have to wait up to 72 hours.

In addition to receiving the wrong item, this has now become a serious safety concern. I gave one of the items to my dog, and it splintered apart, which is dangerous for an animal to ingest. I have purchased this product before and know what the genuine product is supposed to look like, and this item is clearly different from what I previously received.

This level of customer service is unacceptable. I have been a Prime member, but due to this experience, I have cancelled my Prime membership again and do not plan to return. Amazon customer service is no longer customer-friendly, and I will be using Walmart+ instead, where I can receive items within hours and issues are handled much more efficiently.

I would like this issue escalated immediately and properly reviewed, including the incorrect item received, the potential product safety issue, and the repeated delays and lack of support from customer service.

Attached are photos showing the item received does not match the order.