yes, i agree!
we are small in the scheme of things and when i get a complaint or damage etc. i always act as though the customer is not lying and am polite and apologetic.
... it soon comes to light if they are wrong and even then i'm polite about it.
... and being topped up with shipping fees is very annoying, it puts me off repurchasing. i can't believe how short sighted some businesses are, even if the goods would be a one off purchase, customers still have friends etc.