Bests & Worsts Reviews from Amazon

While the fan works and looks great, Amazon totally ditched us in terms of customer support as the glass light cover was broken and we only discovered this after installing the fan (the light cover is the last thing obviously to go on so was the last to be unwrapped). We contacted Amazon regarding what could be done about this and the person we chatted with said "no problem, we'll just refund it." We reiterated that it was already installed in the ceiling (by a professional so $ outlay there too) and they said "no problem, you don't have to send it back; you want credit or a gift card?" Our reaction, surprising but great service! Well...I don't know if she was just trying to ditch us as the support lines were closing for the night but...15 minutes later we get an email saying "refund approved and will be issued upon return of item." When we contacted Amazon back the next rep said and kept saying the only way we could get a refund was to return the item even though we were not even looking for a refund in the first place...just a little help and consideration. I always knew that I would most likely have to track down the manufacturer and go through the whole bothersome business of ordering the replacement glass, but kind of figured that Amazon might provide me some apology/empathy at minimum, maybe contact info for the manufacturer, and maybe even some token gift card/partial credit for our troubles and the extra cash now involved in getting the replacement. But instead we were given first either lies or incompetence, and second cold robotic "Policy...I can't help you." Terrible. We have been Prime members for two years but are rethinking that.