How Do They Stay In Business?

Lately, I have been trying to get work done on the house and at the cottage. Along with that, I have made some purchases from multiple vendors both online and in person. I am amazed at the service some people provide, and shocked at others. Here are some highlights:

1.) I order a pontoon boat ladder from a store in CT. The price is cheaper than any local store and they have free shipping. Since I was in no hurry, I executed the order at 11am on Wednesday. On Thursday morning, 9am, a FedEX truck delivers the ladder. At 11am, an email confirmation of shipment arrives in my inbox. Now that is service.
2.) I call four different excavation, supply houses up in West Branch to have 5 yards of pea stone delivered to the cottage. One takes all my information and says they will call back to confirm. Never calls back. Another says they won't be in the area, so cannot support me. A third calls me, confirms delivery, takes my phone numbers and location, but never asks for an exact address (i figure I will hear from him at 10am tomorrow, looking for the house). The fourth never called back. Isn't the economy bad? Doesn't everyone want business?
3.) Order wood from the Home Depot in West Branch. Super nice people. 10% off and 12 months same as cash. They get the order all typed in and ready to confirm. I re-re-re-ask the question:"Are you sure this is pressure treated?" Answer is yes, yes, ummmm let me check. Dude from lumber comes to the service desk, and confirms "NO. That is not pressure treated. Here let me do it." A thirty minute trip turns to an hour. We shall see what we get tomorrow morning.
4.) I am looking for estimates to get the roof re-shingled on the house. I speak to two places, they are more than happy to come when it is convienent for me. A third place demands that both Danielle and I be home. They then have the nerve to ask for one of us to leave work early so they can meet with us together. Ummmmmm.....let me think...... (I talked to the neighbor who had the same three companies estimate. The first two were in the same range. The third...was triple. Hmmmmm.)
5.) I ordered a lens from Beach Camera. The lens comes with a free UV filter ($15). Cool, it protects the lens and I have them for my other lenses. I also order a polarizing filter($33). Here is where it gets funny. I don't get the UV filter, but get the polorizing filter. I call the place and send an email. I ask where is my free UV filter? They tell me it was packed and the box must have been tampered with. I reply, if someone tampered with the box, why would they leave the lens and more expensive filter to take the least expensive part. They agree to send me a new one and "Investigate" the missing filter. Two days later I get a package in the mail. Guess what.....another polarizing filter. I finally went out and bought the UV filter.....No, I didn't return the other polarizing filter. If anyone has a need, I have two for a 77mm opening.

So this is what we deal with. How do some companies stay in business from either over delivering or under delivering? It amazes me.

Thanks, you've been great.

TTS