I am a working student who is on a budget. I found the text book that I was looking for at an amazing price on the store's website. I made the mistake of typing an incomplete shipping address. When I called BWB the next morning the customer service person (Naomie) was more then willing to help me out. She tracked down the same book in the warehouse and checked the condition of the book. Naomie sent sent the replacement and told me the other one would be sent back to BWB as undeliverable. All in all, I received excellent customer service from Better World Books. I found Naomi to be helpful and quick to take care of my mistake. The phone numbers reach actual people immediately. And even though the shipping was free, both books have shipped within 18 hours of my order being placed. I can't imagine better service.