Amazon Customer Service [INSERT ADJECTIVE]

My mom and dad ordered Christmas presents from Amazon.com in November. Estimated arrival date was December 8. A package showed up at their house, but it contained items that they didn’t order. They had clearly been sent someone else’s Christmas order. Mom and Dad then sent an email to customer support. Clearly the person working for Amazon is only kind of paying attention. See below for some insight into the inner workings of Amazon.com.

Hello REDACTED from Amazon.com,

I'm sorry to hear you haven't received your items yet. The delivery estimate 
in Your Account says it should've arrived by December 8. 

In my experience, late packages arrive [soon / within a few weeks] after 
the estimated delivery date. If you don't receive the order by 
[DATE DISPLAYED IN CSC -OR- EDD + 12/4/3/1 BUSINESS DAYS], do let us know. 
I don't want to send you a replacement order too quickly, as you might receive 
two shipments and have to deal with returning one. I can send a replacement 
order later if needed.

[IF TRACKING # IS AVAILABLE, USE:] 
Your order was shipped by [CARRIER], and the tracking says 
[SUMMARIZE TRACKING INFO]. I'll keep watching the tracking information, 
and if a delivery hasn't been made by 
[DATE DISPLAYED IN CSC -OR- EDD + 12/4/3/1 BUSINESS DAYS], I'll send you a 
replacement order. If that happens, I'll e-mail you to let you know.

[IF PACKAGE SHIPPED VIA DEUTSCHE POST OR ANOTHER INTL CARRIER, USE:] 
[CARRIER] carries shipments to [SHIP ADDRESS COUNTRY], but the final delivery 
will be made by your local postal service. You might want to check with your local 
post office to see if they have the package. 

[IF SHIPPED VIA USPS AND NO TRACKING UPDATE, USE:] 
USPS Delivery Confirmation tells you when a package has been delivered, 
but doesn't provide detailed tracking, as packages aren't scanned at every 
stop along the way.

[IF SHIPPED VIA USPS OR NO TRACKING AVAILABLE, USE:] 
If your package doesn't arrive 
by [DATE DISPLAYED IN CSC -OR- EDD + 12/4/3/1 BUSINESS DAYS], let us 
know by writing to us again:

http://www.amazon.com/gp/help/contact-us/wheres-my-stuff.html 

If you need to write back, be sure to include:
* Whether you'd like a refund or replacement order.
* If you're requesting a replacement, include the shipping address 
we should ship to.

I hope this helps. We look forward to seeing you again soon.

We always strive to provide a high level of service, and we would 
appreciate your feedback.  Please let us know if we resolved your inquiry.

If yes, click here:
http://www.amazon.com/rsvp-y?c= REDACTED&q=pf

If not, click here:
http://www.amazon.com/rsvp-n?c=REDACTED&q=pf

Please note: this e-mail was sent from an address that cannot accept incoming e-mail. 

To contact us about an unrelated issue, please visit the Help section of our web site.

Best regards,

Rowena A.
http://www.amazon.com
=============================