I've had the same experience with Amazon, when orders have gone wrong which I think is even more impressive given they're much larger and public. It shows is possible not to put short-term profits first -- some people excuse "evil" acts by companies as being required by shareholders.
Amazon.co.uk are excellent, but Amazon.de are terrible. They have two listings for Quarriors - one is the German language version and the other English. We order the English version, and receive the German version. Their solution? They only stock the German version (their English listing was an error) so we had to send the German version back to them (partly at our cost).
Fine. The .co.uk do it better (you can keep the incorrect item). But returning is reasonable enough.
But they've not bothered to correct their listings despite several attempts to fix the problem.
I also love Amazon. I once ordered a big bulky heavy hardback book and it didn't arrive, so I emailed them and they replied that if it doesn't arrive after the full 6 weeks that they say to allow has passed, email them again for a replacement. So about a week later, I emailed them again because it still hadn't arrived and hey said "no problem, replacement sent, let us know if the original ever arrives" (it didn't) - the next morning I had my book, they over-night couriered it to me from the US to Ireland. Probably cost more than the book, but I love buying stuff off them ever since.
Same happened to me while ordering some books from Amazon. When the original order arrived (after the 2nd order), I notified them and they just told me to keep it and try to donate to someone that needed the books or to a library.
