I'm sure a lot of people have had a lot of positive experiences with them both. I guess i've been very unlucky for my first ever purchase of an eBook. It can only get better from here on out eh?
Ironically as I was typing this I received an email from Waterstones as I emailed and complained about them still selling a book that you couldn't download and that the customer service response was pretty poor. They couldn't find my account details or original order.....I told them not to worry about it.