I found a hard to get CD a few months back through CD Universe.  The price was the best I've seen and had reasonable shipping.  The CD arrived at the intended's house with a cracked CD case.  The next day I received an email from yahoo asking me to rate my experience with CD Universe.  I mentioned how quickly my in-laws received their CD and how easy it was for me to order, but the CD case was cracked.  Later that day, I received an email from CD Universe customer service apologizing for the cracked case with an offer to replace the case.  My in-laws were ok with the cracked case and delighted with the CD.  I was delighted with the quality of service!