Amazon error handling

My algo experience

I received a Gift card instead of a book in an Amazon package. Their response was to fix it by: First, I received two copies of the book I ordered. One I had to return by finding an out-of-my area convenience store (twice) and using some scanner/printer where, as the camera was not where expected or indeed adequate, a helpful checkout operator had to assist. Second, I did not need to return small value Gift card — for a while I thought I was winning & appreciated it as a nice touch for my inconvenience until I discovered it had been cancelled.

I appreciate that for Amazon two deliveries of the item is a guaranteed low cost way of fixing the mistake. But the algorithm worked by transferring labour & hassle to this hapless customer.