Amazon has awesome customer service. I'm sure they'll make it right.

Send them an email via the contact page. I've had 2 issues with them recently, they replaced one item....then the original showed up 3 weeks later. Then I was expecting an item on Friday, it didn't show up and I contacted them. The immediately issued a credit for the overnight shipping fee that I had paid ($3.99 for Prime members) and then the item showed up on Saturday. I offered to pay in both cases, they declined.

I don't always trust UPS when it comes to delivering packages, especially when they say that an item has been damaged, and here's why.

Years ago I had ordered, from Pottery Barn, one of the spiral votive candle holders that goes on a wall. It's wrought iron, with a total of 16 glass votive holders. I had followed the tracking on the UPS web site, and on the day it was supposed to be delivered -- nothing. After checking again the next day, I got a message that the item had been damaged in shipment and had been returned to Pottery Barn.

A few days later I checked with Pottery Barn, and was told that they had not received anything back, nor had they been notified that anything was wrong. I contacted UPS and spoke to a "live" person, and was told that the notes indicated that when the driver had picked up the package to take it out of the truck to deliver to my house that there was the sound of broken glass, so the package had been thrown away so as to prevent injury to anyone. UPS still insisted that Pottery Barn had been notified.

Pottery Barn never, ever, received any sort of notification from UPS, so they weren't going to ship out another spiral votive holder. But, I had taken a screen shot of the info on the UPS site and I sent it to Pottery Barn so they finally did ship another one out to me. That one was received.

And when I opened up the package, imagine my surprise to find that the glass votives were extremely carefully wrapped and packed in a box which was also carefully wrapped and packed within the spiral holder. There was simply no way that the glass votives could have been broken in shipment. And, playing Devil's Advocate, even if the votives had broken, with all the wrapping around them, there is no way the driver or anyone would have heard "the sound of broken glass."

I am convinced that someone at UPS simply took a five-finger discount and got themself a nice spiral votive holder.

Two photos of it (no, not taken in my house):

I've never had any problems with items shipped from Amazon.com. I do 95% of my Christmas shopping through them.

We have a terrific UPS driver--BUT some of the subs are not so good especially in rural areas. In one of the state I have lived in, a UPS driver would occasionally show up with something ""new"" he claimed fell out of a package or ??? Not often but--I often wonder if he ever got caught. But the percentage of the drivers really try as do the Fedex people in this state.

Why would you expect Amazon,or any other shipper for that matter, to reship the item?

The tracking clearly shows that Amazon shipped the item via UPS, therefore they have completed their part of the contract.

The fact that the item was lost or damaged in shipment means you have a cause of action against the carrier, and your followup activities should be directed towards them.

Amazon knows the value of repeat customers. They know that if they claim it's not their problem, people will be less inclined to buy again from them. They don't want customers to have to deal with the post office because it leaves a negative impression about the whole transaction in their mind and that affects business. They have the mentality that it is their responsibility to get the item to the customer in perfect condition, no matter what it takes.

I'm having a similar problem with some items I bought from another company that never showed up. The seller is ignoring me, the post office says it was delivered and i'm out $166. I only wish I had ordered through Amazon because I know I'd have my replacement already. But I know for a fact I will NEVER order from this company again because of their attitude towards the whole thing.

While Amazon is not obligated to reship it, it's in their best interest. I know I have personally purchased thousands of dollars of items from Amazon, including Prime membership, because they are such a pleasure to work with. I made a mistake once in not canceling a recurring subscription that I meant to, and when I called to see my options, they not only refunded my money but let me keep the item that was sent to me. Even though it was my fault, they still bent over backwards to make me happy and it was a profitable decision for them because I have had many transactions since with absolutely no problems.

And THAT is the difference between good customer service and "sorry, but it's not my problem" mentalities.

Last year I ordered an item from Amazon that was shipped but lost in the mail. Amazon immediately shipped another. When the original order finally arrived months later, I returned it to Amazon. Their customer service really is excellent.

"Why would you expect Amazon,or any other shipper for that matter, to reship the item?

The tracking clearly shows that Amazon shipped the item via UPS, therefore they have completed their part of the contract.

The fact that the item was lost or damaged in shipment means you have a cause of action against the carrier, and your followup activities should be directed towards them."

Anything that is shipped via UPS is automatically insured. I think the value is limited to something like $400 (I could be wrong on the amount) and if you want a higher amount of insurance you pay extra for it.

However, the insurance "purchaser" is the person (or company) that originates the shipment. In this case, it's Amazon. Only the purchaser of the insurance can file the claim. So, the cause of action against the carrier would have to be brought by Amazon.

For all we know, Amazon has a whole room full of folks who do nothing but pursue claims again UPS and other carriers for lost and/or damaged packages. They're certainly not going to tell us, the public, about it. As long as they make the customer happy -- and they do -- that's all they need to do.

I think UPS is insured for free for $100 per package, but any extra will cost you. Amazon will probably ship out again if DH complains. US Post Office has pretty poor service. I ordered something from Ebay that never arrived. the sellere had "misplaced" the mail receipt paperwork. So I went to my local Post Office and they told me there was no way for me to trace it, records must be kept by the shippers,not the recipients.

I have to agree with Chi83, Amazon is very sensitive to customer service, they make it right to the customer and pursue the shipper, or seller if need be, later. They are very customer-centric and that is why they are the go to online store. A few years ago I bought a gift for my boss to give his Godchild, it didn't arrive when scheduled. I started a phone and email campaign with Amazon and the seller, it arrived on Christmas eve. The seller begged me to contact Amazon to tell them it got there on time so he would retain his contract. They must be tough on the sellers. Of course I did son, he had gone to extraordinary lengths to get the gift there.

I'm not having much luck with a Fed Ex item that has gone astray, I finally gave up on them late last night and re-purchased the same item, from ...... AMAZON! They guarantee that it will get to my Canadian friend by Friday.

lazypup...because that's just how it works! She/he needs to contact Amazon, they will either reship or refund depending if they still have the item in stock.

DH is a long time and very frequent customer of Amazon and UPS.

What makes this suspicious, is that there is not 1 shipment involved, but 2 separate shipments. And that UPS tracking showed both of them "out for delivery".

He has re-0rdered the items, and contacted Amazon.

How could something be missing AND damaged? If it's missing, UPS should be able to pinpoint where it went missing. If it's damaged, the package would still exist somewhere.

I wonder if they lost a truck in an accident or if there was some other sort of mass incident somewhere (a facility fire, a stolen truck, etc.) That should be readily shared information though if that were the case.

Do not trust UPS! My brother worked for them one year, as a holiday temp driver. My brother is both a dead beat Dad and a criminal. He's never served jail time, but that's only because our Mother always bailed him out and paid his fines. Repeat-Do not trust UPS! If I were you, I'd notify Amazon and hope they re-ship.

When I read Monica PA,'s post about UPS & Amazon, it made me nervous. I was expecting a pkg from Amazon Via UPS. I tracked it on my comp, and it said expected delivery was to be the 15th. It didn't arrive, so I checked last night and it said delivery was attempted at 10:20 am, and will try again the 17th. We were home and no one had come.Then the package came today via the post office. I guess I don't understand what the heck happened, I'm just glad the items arrived....the last of Christmas gifts.