Amazon - slight gripe converted to praise!

bairn7

Thought I'd post of a good experience with Amazon today.

Last week I ordered a book to be delivered by Amazon. The tracking information showed that it was sent for delivery on 26th November and received by a local depot for delivery on 27th November.

I hadn't received anything so yesterday I checked tracking and it was still showing as deliverable on 27th. I emailed Amazon who said they were looking into it. I shortly afterwards received an email notifying me that a refund had been processed for the amount of the book but with no further explanation.

I was a bit frustrated because the book is a christmas present that I need quite quickly so I emailed again. I didn't get a response in the same time as previously so I went on to the website and clicked on the 'call me now' button.

Sure enough I received a call within seconds and was put through to 'Sugar'. I suspect that it was an offshore call centre, and I have had nothing but bad experiences with such call centres in the past but this time I received great customer service. Sugar could instantly see the problem - the book had be marked as undeliverable due to being damaged in transit - and arranged for a new copy to be sent, upgraded to expedited delivery at no extra charge.

Obviously I haven't received the book yet, but I was pleasantly surprised at the good, timely customer service I experienced. Well done Amazon!