For Easter I ordered some books for Grandson1 from Amazon to be delivered direct to him. The estimated delivery date was 4th April and they've not turned up yet so I contacted Amazon on Live Chat.
It was amazingly simple. Sandeep said they'd send a replacement immediately by first class post.
I am so impressed with the service. After my dealings with Paypal I was prepared for a long and complicated battle so well done, Amazon, on your customer service!