I purchased a few items back in November for Xmas gifts. They were supposed to be shipped from Amazon US directly to NZ, not using a reshipper.  I believe I purchased them with more than enough time for them to arrive, and infact they were scheduled to arrive no later than the 14th December. That anticipated delivery time was really slow compared to purchases I have made from China or the UK, which only take 1-2 weeks, but the US can be slow, which is why I made sure I ordered with plenty of time. I noticed a few days ago that the items hadn't arrived, but it had a new scheduled date of he 28th December in the Amazon  control panel. So not ideal. Today I got an email saying that the package had been returned to them undelivered, and they initially said that the address was wrong, even though it was correct. I was then told the package had been lost, but they didn't know where it was. So I never found out what happened to it. The tracking however showed that it never left the USA, and the location hadn't been updated since November. Normally it will show when it arrives in NZ and has gone through customs etc, but this package hadn't. I spent over an hour on their online chat etc and passed between multiple people, having to re-explain the problem multiple times...the same old story.

They have said they had refunded me, but the amount refunded was in US Dollars. So I was likely going to lose some money from the changes in the exchange rate as a result, and they didn't give me any option to have it redelivered to prevent this from happening.

They have told me that their only option is for me to reorder it again. But the price has since gone up, and so if I do, I will be paying more, and will have to wait the best part of a month again for it to arrive. However they do have faster shipping options which they could provide for free due to he inconvenience, but they wouldn't do that for me.

Perhaps what annoyed me the most however, is that at the end of their email reply, they wrote.

I realize this is frustrating; however we aren't able to offer any additional insight or action on this matter and any further inquiries regarding this issue won't receive a response.

So in other words they have told me to 'go away', we don't want to hear from you about this again. I think that is just poor service for them to say that. I have never had a Kiwi company say that to me when I have had an issue with a product or order, as it is up to the customer to say when an issue has been resolved satisfactorily or not, not the retailer. Just wondered if other people had had this problem with Amazon with things not even making them into NZ, and then them not offering it to be reshipped, just refunded, with no conversation?

IMO a good company would have asked what I want to do. eg. If I want the goods resending or refunding when this sort of thing happens. Or they would have reordered it for me. But those options were never given. I do understand that the issue may have been out of their control, in terms of the item going missing, but it is how they treat the customer afterwards and the putting  right that counts.