I ordered a book from ARRL a while back and received the wrong one in the mail. I called and told them about the mistake and offered to return the book in exchange for the one I ordered. The ARRL rep apologized for the problem, told me to keep the book I received, and that she would send the correct on to me, which she did. Also, I had a minor issue with LoTW and sent an e-mail. The e-mail was answered promptly, and the error was corrected.
So, my experience with the folks at ARRL has been positive as well.