As long as we're sharing customer service stories, I recently had a fantastic experience with Books on Board. I bought an ebook that wasn't formatted properly and sent an email asking for a refund. I was expecting at best a grudging refund and at worst the runaround, but instead got an email at 6AM the next morning that apologized for "the delay", informed me that they had contacted the publisher, and offered me the choice of waiting for the new edition or getting a refund. They then put up
a message warning anyone else that might want to buy the book that they're waiting on a new edition.