They now think that they have grown too big to care about customers.
I had ordered several books in the past and was quite satisfied with their service. But in recent times they have been sloppy and their customer service sucks. There are several mistakes in their listings. What you see there is not necessarily what you get. I was told that they used to replace products in such cases. But not anymore. If you call their customer support stating issues, they try to somehow convince you to be happy with what ever has been given to you. Recently an electroinc good that was delivered differed from the specification mentioned in their site. They would just not replace the item.
And the last time I requested for a book, they gave me a paperback although their webpage indicated that it is a hardbound version. Initially they told me that they would provide a replacement. There after, there was no response. Later when I called them up, they said they can’t replace it, and hence would refund it. A repeated cycle of inquiry and similar response ensued without any proactive steps from their side. At about the 6th call to their customer support, their executive informed me that they would neither replace not reimburse since the website indicates it as a soft copy.(note tha by this time they had corrected the web page). Finally after several calls and emails, they have finally decided that they would take back the book and provide a refund.