CAN'T BLAME CANADA

A week or so ago, I posted about an unexpected 
brokerage fee that UPS added to an Amazon 'FREE
SHIPPING' order. (That was a fee they charged for 
making sure that there were no fees. Thanks, UPS.)
The order was coming from a company in Canada.

I reached out through Amazon and basically requested
to be reimbursed for the brokerage fee. The Amazon 
representative asked me if I'd be happy if I were
reimbursed for the brokerage fee, which was only
$2.50USD. I replied that I would be happy with that,
and they said they would make that happen. I thought 
my business was concluded. It was not.

Apparently, Amazon wasn't promising that Amazon would
reimburse me; they were basically promising that the
seller would reimburse me. Amazon just forwarded the
entire customer service chat to the seller and said, 
"Here. You deal with it."

So, the seller contacts me and says, "We're sorry this 
happened. It is a first for us." End of conversation.

48 hours later or so, I get yet another automated 
email from Amazon asking me whether the seller had 
resolved the issue yet. I checked, "No." This 
prompted me to send the seller a message. My message
was basically: "I'm also sorry this happened to you
(and also me). Please send me two dollars and fifty 
cents and update your product entries to warn people
that they might get random brokerage fees."

Suddenly today, I get an email from Amazon saying that
I was being refunded the full price of the hand saw
I ordered (about $80), the taxes on it, and a "goodwill
refund" of $3.00.

I honestly can't decide whether this is amazing 
customer service or the beginning of a new chapter in 
the story of this order, in which they now expect me 
to return the handsaw. I'm preferring to hope that 
the seller (AGAWA in Canada) is just going above and
beyond. They have a reputation for great customer 
service.

On the other hand, it makes me feel a little guilty. 
I'd have been perfectly satisfied with the few dollars
I had originally asked to be reimbursed. I also get 
that the whole mess isn't AGAWA's fault (or Canada's).
We all know whose fault it is, so there is no need to 
point it out.

All of that to say: the company is certainly taking 
the high ground by going WAY above and beyond what 
is necessary to make sure their customers have a good
experience. I mean, the whole thing is a mess, but
it isn't that big a deal - just Canada being classy
and kind about a situation that has been forced onto 
all of us.

Thanks, Agawa! (Buy their stuff. Customer service 
aside, it is quality gear for backpackers.)

Sorry and thanks, Canada! Feel free to invade anytime!