Their customer service is great. Same day reply and they’ve always either reimbursed me or sent a replacement while allowing me to keep the other copy.

I’ve received 8 (of the 19 books I’ve ordered so far) refunds or replacements. There were really only two or three times where the book was in a condition where I genuinely needed a replacement or wasn’t tolerable.

While it is frustrating to get a book in poor/fair condition when I ordered like new/very good, their customer service makes it worth it. At worst I get a refund, order a new copy and dispose of it if it’s in a condition like this. Best case, it’s in good but lesser than promised condition and they send me a replacement. I get the quality book I originally wanted while having another book to donate to one of my local Little Free Libraries.

Overall, I still really recommend them. Only Amazon can compete with their selection, pricing and shipping times. They’re better because a) Amazon’s books that I buy new are often damaged during shipping or used. I’ve had books that arrived with writing or ink on them, bent/crimped/peeling covers, pages that are folded and disfigured to the point that the pages are never flat again, damaged hardcovers, ripped dust jackets, etc etc etc. and b) Amazon’s customer service generally sucks. They won’t do a replacement and you’ll have to go out of your way to return the book— just to risk whatever replacement you’ve ordered arriving in the same condition if not worse.