Having used Amazon for years without any problem whatsoever, the day I needed a product urgently - guaranteed next day - it went wrong. In this case it was the courier, Citylink, who claimed to have tried delivery but in fact had made no attempt at all. We were in, waiting, neighbours were in and no card was left!
Importantly though, Amazon responded promptly, had me re-order the product and delivered to an alternate address by midday the following day (DPD are a fantastic courier company by the way) which all happened as they said, refunds were given on all delivery charges and at the end of the day everybody was happy! Top top marks to Amazon and especially to Midhun, the customer service person who helped me.