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 !

Good to hear it as Hobbycraft is one of the merchant's I sell stuff for .

That is interesting, MKJ. I buy a lot of craft stuff from them especially since they opened a store here a couple of years ago.