For the first time, I used the feedback feature of my Amazon.com account to complain. A “like new” book, supplied through them by TextbooksRUs.com, had arrived looking not-so-new to me.

Less than 24 hours later, this note came from TextbooksRUs.com: “I am very sorry to hear that you received an item that does not meet your expected standards. In effort to extend our regrets I am issuing you a full refund, and you are welcome to keep the item. I apologize for the discrepancy and appreciate you contacting us. ” Amazon emailed me a refund notice as well.

Books are my vice. After the necessities of life, they are my biggest expense. I am the sort of customer that Amazon and TextbooksRUs would want to keep. And here’s the funny thing. Thanks to the prompt and utterly cool way they responded to my complaint, I am more impressed with both Amazon and TextbooksRUs than I would have been if the book had arrived in pristine condition in the first place.

—Steve Cuno