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I just got off the phone with Amazon because a package I ordered (and paid for to be shipped overnight) was two days delayed; one due to the snow storm in the North East, and one additional day. I expected it to be one day delayed because they emailed me and told me so, but when it was another day late, I was slightly upset. I called them up and was connected to a very polite rep who took the time to listen to my complaint after getting all of the necessary information. He was efficient and very understanding and wound up refunding all of my shipping costs when I only asked for it to be reduced to the cost of 2 day shipping. When the electronic survey comes from Amazon, I will give the CSR good marks because of how he made me happy. Based on this experience, I will certainly do business with Amazon again! 
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