The latest emails I received from Amazon.com came with the following slogan under the signature: "We're Building Earth's Most Customer-Centric Company". From my experience with them, I can say that they're faithful about that. Like any Amazon customer, I was impressed with how they replace any reported missing items fast and with no questions asked (even better, they now offer you a refund with shipping costs if you're no more interested in receiving the missing item). But what happened to me was beyond that. Here's my story:
As a resident of Saudi Arabia, I purchase items that ships only to US adresses via a shipment forwarding service called Shop&Ship. This service provides me with an adress in New York where Amazon can ship to, the after arriving to my NY adress, the shipment is automatically reshiped to my address in Riyadh.
I december, 2008 I've ordered aorund $600 worth of items from Amazon.Com, and while checking out I discovered that -due to a change in NY sales tax low- around $50 of sales tax was added to my order. Because the items I purchased was still cheaper than retail prices in Saudi Arabia, I proceeded with check out.
After receiving my items from Shop&Ship, Isent an email to Amazon.Com requesting my sales-tax money back because I don't live in the US. After two days I received a reply from Amazon customer service rep with the following:
"I'm sorry if there was any misunderstanding with the sales tax charged on your order. Tax was charged because the shipping address is in New York. If the shipment was forwarded out of New York after delivery, we cannot be responsible."
Ok, no problem with me if these are the rules. So I didn't object or even reply to this message and continued with my life. But after 10 days, I was surprised to find the following message in my email:
"Greetings, Mansour.
During a routine review of our customer service responses, we noticed that your inquiry did not receive a thorough response. You had inquired about whether your purchase could be exempt from sales tax if the purchase was forwarded to Saudi Arabia.
In order to process a sales tax refund, we would need a copy of the bill of lading for your order. This receipt should have been provided to you by your freight forwarder, and should clearly designate the final destination of your order.
You may send this information to us by fax at (***) ***-****.
Please also include the following:
a) Your order number and e-mail address
b) Mark your fax "Attn: Tax Exempt".
I hope this information has been helpful. We value your business and look forward to serving you in the future.
Thank you for shopping at Amazon.com.
Best regards,
Tax Customer Service Specialist
http://www.amazon.com
Wow, these guys review closed customer problems and see if they received the best possible response or not ?!!! Not just that, they contact the customer who's already received his items, happy with it, not complaining and try to do him more service and make him happier? Who else does that?.
I faxed my order's bill of lading and after few days I received a full refund of sales tax money. I'm still enjoying what I received from Amazon, both the items and the amazing customer service.