Excellent Customer service !
Last Monday I ordered 2 more sets of 'rainbow drawers' from a shop called Hobbycraft. As I do not have transport I asked for them to be delivered and paid an extra £5 for 'next day delivery'. Waited in all day Tuesday - no drawers - telephoned Customer Services at 5:15pm to have a grumble - was totally defused by the lovely attitude of the person who answered. She apologised profusely - the order had missed the courier - asked me to give them a second chance and promised they would be here early Wednesday and that my extra £5 would be refunded.
While talking to her I mentioned that some time ago I had signed up for a loyalty card but heard nothing from them - she promised to look into that as well.
8:15am Wednesday morning my order was delivered - all the way from Burton on Trent.
Saturday morning the postman delivered a gift card from Hobbycraft - for £20 - my £5 refund and a £15 apology.
Today - have just checked my email. There is one from Hobbycraft customer services saying they have sorted out the problem with my loyalty card and giving me a code to use either on line or in store for 15% discount on my next purchase as an apology for any inconvenience caused.
Now that is what I call Customer Service !