I had placed an order for an apparel in Amazon’s website to be delivered to my house. I got a message that the product was delivered to me while it was never delivered. I had contacted their customer service and told them that the product was not delivered. They said that it could have been a mistake and assured me that someone from Amazon transportation services will contact me. No one contacted me for 24 hours and I called customer service again. This time I wanted them to send an acknowledgement of my call and they did send me an acknowledgment mail and they had assured that it will be resolved within 6 hours. When it wasn’t resolved even after 72 hours, I sent a mail directly to Jeff Bezos. After that the response was excellent. They immediately refunded my money and also followed up with their transportation services and tracked the package. I also got a call from someone in Seattle apologising for the error and assured that this will not repeat again. They did have a problem, but they ensured that the problem was resolved to my satisfaction. The fact their CEO responds to a mail from a customer shows their relentless customer focus and it is no wonder that they are so successful.