Ambroos, I work for Amazon UK CS and I'm sorry you weren't happy with our customer services.
I would like to explain a few things though.
When you create an order, as soon as it enters the dispatched state then it's gone to the carrier and apart from contacting the carrier and getting them to trace any delivery there's not much else we can do for you.
After your estimated delivery date, if you haven't received your order yet we are actually unable to create a replacement (without a special concession which we have to get a team leader to do and if they don't agree with the reason they just won't do it) because we have an agreement with our carriers to give them a certain time to deliver before we replace, if we have to replace then the carrier loses money. So, for super saver delivery we cannot create a replacement order for 8 days after that cos we have an agreement with carriers to give them 8 days to deliver or trace any problems.
If we do create a replacement order then we can only create it using the original order (We have 3 buttons at the bottom of each order "Replace/Refund", "Cancel" and "Issue Prime Concession" and when we use the replace/refund there are only certain reasons we can choose) which means we cannot change the item ordered, we're not given the choice, the only thing we can change is the delivery address or the delivery method (i.e. First Class, Standard, Express, etc).
If you don't want the same item in a replacement order then the only other alternative we have, as a customer service agent, is to refund the original order and have you create a new order.
When we refund your order it's sent back to the same payment method you used to pay for it, so if it was a credit card, the money goes back to the same credit card, if it was a gift certificate then the money goes back to the balance of that gift certificate.
So, I'm afraid the person who dealt with you did all they could with the system we're given.
Here's a link that explains all the taxes on various items we sell and deliver internationally:http://www.amazon.co...1?nodeId=502578
I can assure you we do try to give as good service as we can, we're constantly told our aim to be the "Earth's most customer centric company".
Unlike usual call centres where they want you to deal with as many contacts as possible per hour, our focus with each contact is to make sure we do everything we can to solve the problem stated and if we can't then we explain why we can't.
If you're not happy with the way any CSA has dealt with your query then make sure you say so because everytime we access a customer's order/account we leave a digital fingerprint which can be traced to find out exactly who dealt with your contact. If they've dealth with it poorly/wrongly then they will be pulled up and trained again or whatever other action might be necessary.