Is Amazon.com this polite?

I emailed Amazon.co.uk about a package that never showed up - it was dispatched over two weeks ago, and the mail here is very prompt, i guess because they're such a small country - and here was the reply:

It appears that something may have gone awry with the delivery of your order #202... - the package should have reached you by now. Please accept our sincere apologies.
We have now placed a new order for the same item/items to be sent to the same delivery address.

We will post it to you as soon as possible at no additional charge."

>

"It appears that something may have gone awry..." haha love it!  It doesn't quite have the evasiveness of a passive voice "mistakes-were-made" kind of reply, but it gets close!