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I had a similar experience with Amazon a few years ago. I bought 3 (physical) books from them. After waiting the maximum time they said it would take for me to receive them (I'm not in the US), I contacted their customer service and they sent the books again (this time by express mail), which I received.
To my surprise, a few days later I received the first order. I contacted them, explained what happened and their response was: "it would be too expensive to return the books to us, so maybe you could donate them to your local library".
I was really impressed. Most companies in my country don't offer that level of customer service.
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