Because we let is suck. That’s why.
Who has the time to get refunded the $3.99 you spent on next day shipping but received it in the normal two days anyway. Most of the time I will not bother with the hassle unless there is a substantial benefit for my time and energy.
I know that isn’t right, but it is the truth. Most things aren’t worth the hassle. Mostly I just don’t like putting up with people that are not paid to care. Have you ever tried to win an argument with someone that doesn’t care enough to argue their side effectively but are stubborn enough not to change their mind?
It’s no wonder that customer service sucks. We let it suck. And there isn’t any indication that it will get better. More chances, in fact, that it will get worse.