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A couple years ago, Penguin had been the worst publisher when it came to their formatting. Every book I bought from them was littered with typos, missing words, sentences that just ended, paragraphs that were chopped up, so forth and so on.
At that time, Sony Connect wasn't doing refunds or returns or anything. They just sent me a form "apology" and told me they'd contact the publisher. Glad to see that it's now a much better customer service experience.
And for the OP/ it won't just be the sony store, you'll find that all bookstores will have badly formatted books. To err is human and all that.
I miss Fictionwise though. They were the top dog when it came to CSR experience. I remember buying a couple China Mieville books and the formatting was terrible....the rep was in contact with me daily until the issue was resolved.
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