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In the days before packaging feedback, when I was still buying a lot of books, almost all that shipped from the Lexington, KY facility arrived damaged - one book in a huge box with no air pillows, several books of different sizes dumped into one box, etc. I got fed up and emailed Jeff Bezos directly (jeff@amazon.com). Emails to this address are personally answered by a high level flunkey. I got a polite response with a promise to investigate, and the packaging did improve.
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