However, through many years of using Amazon, and their second-hand books sellers, I have never had any real problems.

My most positive experience was a few years ago when I ordered some fancy and pricey (but good value from Amazon!) saucepans from them as a Christmas present.   I ordered them in plenty of time and they arrived, well-packaged, in early December.   I took a quick peak in the several boxes to check the order was correct.   It was, so I wrapped the boxes in fancy paper and stored them away until The Big Day.

Disappointingly, when the recipient opened the boxes she found one of the pans had a broken handle.

I checked their website and was uncertain as to the best way to proceed.   So, on Christmas Day I telephoned Amazon.

I actually spoke to a real person who was working for Amazon on Christmas Day.   He was extremely helpful and guided me through what I had to do.  

It was within a week of the New Year that replacements arrived - and we have had not a bother with them.

Since then we have bought scores of things from Amazon - from books to power washers; from external hard drives to digital cameras to PS2 games.  And absolutely no problems.  This includes with delivery too - they make good choices with their couriers - we have ordered from other sites and delivery here (north Scotland) has created expense and problems.  Not with Amazon.

Because of the experiences I had with Amazon I have continued to shop online not only with them, but it gave me the confidence to buy from other internet traders too.   Perhaps I am fortunate, but I have never had any really horrendous experiences buying online - though have heard of people who have.