I think it has a lot to do with people wanting what they have. I don't think Amazon has terrible customer service, but I have seen how some sites in niches near mine provide absolutely horrible customer service, even are antagonistic to their customers, and yet they prosper and become larger year after year. From what I have seen, it is because they are selling something hard to come by, something their customers really want, to the point that they are willing to put up with abuse and exorbitant prices. I myself buy some stock from a distributor that absolutely does not stand behind their products. If they sell you something problematic, so much so that you can't use it, they will pitch a fit about you returning it and stonewall and insist on a restocking fee and act like you must be some kind of dumbbell, to put it nicely. And yet I do keep buying from them because they have certain things I can't find anywhere else.