I'm glad to have this opportunity to respond because I had failed to find a suitable 'general' comments process on the web-site in which to report my experience with a fairly trivial problem.
Paradoxical as it may seem, my commendation arises from a faulty product. One of those things, the pump on this hand-cream container didn't work - no way that Amazon could be considered at fault. It was the incredibly effective way of dealing with the fault that left me speechless. I found the 'returns' process on the Amazon shopping site easily enough, but was amazed that literally within minutes of recording my problem, I had an email confirming that a replacement was already being prepared for despatch. It arrived less than 24 hours later. I printed out the return postal label and sent off the faulty product that same day and received an acknowledgement of its arrival back at the warehouse less that 48 hours later.
This transaction will have cost Amazon rather than made it a profit, but such response buys you a lot of good customer confidence. There's no reason why all web retail transactions should not receive similar attention - sadly they don't. Congratulations on an excellent process of customer care.