Sarah ordered a book on Amazon, but the package was stolen before she could get to it. She called Amazon and was pleasantly surprised with the results. She writes:
I wanted to write you about a really positive experience I just had with Amazon.com. Below is the email I sent to them, and their fast and unexpected response. I really did not expect to get anything from them due to the circumstances of the item lost, but thought it was worth a shot and they came through beautifully.
My email to Amazon:
I recently placed the order referenced above for the book “Ariel.” On Friday, August 29th, the day of the book’s arrival, I experienced a break-in at my home and the thief stole my mail from the mailbox (among other valuables). I would be happy to email you the police report # if necessary, the mail is listed among the stolen items. Is it possible for me to get another copy of the book free of charge? I understand that this is an out-of-the-ordinary situation, I would be more than willing to pay S&H for it. Thank you.
Amazon’s response, less than 24 hours later:
Hello, I’m sorry your shipment was lost. Because of the circumstances surrounding your order, I’ve made an exception to our standard policy and placed a new order that’s listed below. We’ll ship it to the same address as soon as possible. I’ve also upgraded the shipping method to One-Day Shipping at no additional charge. There’s no charge for this replacement order. We look forward to your next visit. Best regards, Prasath C.Amazon.comWe’re Building Earth’s Most Customer-Centric Company
Regardless, it would be foolish to expect a free replacement if a thief should strike. If your package gets thieved, remember to be nice to your Amazon CSR and don’t give him or her any reason to think you’re being dishonest.