I really wouldn't write them off yet. They're really excellent people with really excellent service. I'll vouch for them and say this had to have been a one time thing.
As it's been stated before, you really should have called. They would've been more than happy to help you. I mean really, when do those online Live Chats ever work? You should also keep in mind that sometimes things like that rip in your book, isn't always the shop's fault. There have been times when I've pulled out a brand new book straight from the box at my lcs and there have been flaws in it. Sometimes it is a publishing flaw. But alas, they do advertise a certain condition so one would expect it that way. But again, on the other hand with a business as large as theirs, with 3 VERY large stores in the franchise it may be a bit difficult to flip through and inspect all of their merchandise. They get a ton of product in, trust me. All three stores are always nicely stocked.
I understand why you'd be upset, but cut them a little slack. There are a few factors that make it a tad more difficult than other shops. Again, I assure you they're wonderful people with incredible customer service. Personal experience. Definitely make a phone call to your seller next time though, I'm sure you're bound to get better results.
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