This is the message that I received from Amazon:
“My name is Xave from Amazon Customer Service and I’ll do my very best to help you with your query.
First of all, I would like to apologise for the inconveniences this caused you by this situation and thank you for taking the time to send your comments.
On your email, I understand that your worried about the negative feedback to our seller LUXI BEAUTY.
Don’t worry, Amazon will take full responsibility for any item purchase from our website.
Also to assist you further, I’ve sent an e-mail about this order to the Seller, LUXI BEAUTY, on your behalf. I’ve specifically mentioned that “The item has not arrived as scheduled. Please send a status update to the customer”, and you will receive a copy of this e-mail.
Please allow LUXI BEAUTY up to 2 business days to reply to the e-mail we’ve sent on your behalf, although in most cases you’ll receive a reply much sooner. It’s possible that the Seller’s reply may be routed to the spam filters owned by your e-mail provider. You can always see all e-mails between you and any Marketplace Seller using the Seller Communications Manager via the following link:
In the unlikely event that the Seller doesn’t provide a satisfactory response to your query, or if a response isn’t received within 2 business days, we offer our A-to-z Safe Buying Guarantee for your protection. You may want to file a claim on or after 2 days for the full reimbursement of your total order cost.”