I had a guy at a farm market drop a glass jar on the way back to the car. He came back and told me what happened sounding like he expected me to replace his accident. Even though I didn't have to, I went ahead and gave him a new jar; that seemed like the good customer service thing to do. It's not about producing widgets, it's about customer service. Just give 'em the pickle: http://www.youtube.com/watch?v=ISJ1V8vBiiI
I do know that the one time I dropped a case of wine (walking out the store with it), the retailer insisted on replacing it. I tried to pay and they would not take the money. The closest of their outlets to our new location is now several hours by car. I assure you if we are ever in the area where they have a shop we stop. For a case of cheap wine they won a costumer for life.