I just bought a bike online from REI. I've been a member for years, so was ok with paying a bit of a premium to order from a company that I know has superb customer service.
I got an email letting me know that my shipment for the bike was delayed by a few days, so I called up the store which it was being sent from to find out what was causing the delay. They let me know that during pre-shipment inspection of the bike they found an approximately 1/4" scuff on the rear tire, so had transferred the order to another store in another state who also had the bike in stock, to ensure the bike I ordered was perfect.
REI is a big company with a lot of employees, so I'm sure that they have plenty of errors, but I remain a loyal member due to their track-record. As an avid camper/hiker, I haven't found a better retailer.