Just wanted to relate a positive experience I've had with Amazon.

I ordered a couple of books from them which duly arrived as promised but when I opened the package, one of the books was water damaged. I wrote to them and said I was disappointed that they would send the book in this condition (it can't have occurred in transit as the other book was spotless) and that I would like it to be replaced. I also told them I did not want to pay the cost of shipping the book back to them. Here was their reply, received within 24 hours:

"Thanks for contacting us at Amazon.com.

First, please allow me to apologize for the problem you experienced with your shipment. I have placed a new order for this item. There will of course be no charge for this replacement. Here are the details of the new order:

Order Number : xxxxxxxxxxxxxxxxxx
Shipping Speed : Expedited International Shipping
Estimated Delivery Date : January 05, 2004

As the cost of return shipping is prohibitively expensive in this
case, you do not need to return the original item.

I hope this solution is satisfactory. Thank you again for shopping
at Amazon.com."