It’s one of the perils of the online age.  You order something online and the company (which has more money than a mere individual) asks you to pay for their mistake when the send the wrong thing.  This has happened to me a few times.  Once I ordered a used book.  The vendor got the author right but sent the wrong title.  When I explained this they still wanted me to pay to ship their mistake back to them.  I explained the illogic of the situation to them: You said you would send me a certain book and you did not.  In order to refund me I have to pay for the shipping, which sets me back a few bucks without having the right book at all, which I will have to reorder.  They were not happy, claiming it was my responsibility to get the book back to them.  I asked them to pay for the shipping.  They refused.  Eventually they said “Just keep it.  But this time only!”  I do not order from them now.

More recently Amazon, which, for all its issues, is pretty good about getting the right item to you, sent me a defective book.  I noticed as soon as I unpacked it that the cover wasn’t printed correctly.  Words were cut off on the right-hand side, and the spine was printed on the front.  I would’ve accepted it as a fluke, but opening it up I saw that the interior was for a completely different book.  Likely the printer hadn’t properly cleared out the covers from the last printing job before starting the new project.  Amazon didn’t fuss about replacing it.  They did, however, require me to return the defective one.  They’ll pay for the shipping, but I have to pay for the gas and time to drive to one of their preferred vendors.  It’s the same problem on a smaller scale.  Amazon made the mistake (actually the printer did but nobody checked) and I had to pay something to make it right.  This seems off to me.

I worked in retail for a few years and one of the messages management always emphasized is “the customer is always right.”  Sometimes they weren’t, but most of the time we had to resolve any disagreements as if they were.  Online ordering takes the face-to-face out of it.  The person who receives something other than what they ordered, for which they’ve paid the agreed price, has been wronged.  It’s a mistake unlikely to happen in an actual bookstore.  There’s a price to be paid for the convenience of ordering online.  And that price is paid by the customer.