I had a bit of a unique situation recently whereby I ordered items for my nephews who were leaving for Australia. I used the next day delivery service which was quite costly, however time wise I had no choice. I received an email the following day saying the items hadn't made the post in time ( which at the time annoyed me immensely as I'd noted their deadline for next day delivery and was 14 hours within it, having ordered the night before and not the morning) and that the additional postage would be refunded. I emailed them immediately to say they could cancel the whole order as my sister and her twins were leaving that day, so it was pointless ( I was a tad stroppy it has to be said!) Anyway, I had a personal reply, very apologetic and cut a long story short, this lovely woman, sent my items directly to Australia at no charge, sent some free trainer socks and then offered me an item of my choice for my own daughter ( which I very politely declined as she had done more than enough to compensate a simple error). What spectacular service. As for missing the post, she explained they had had an unprecedented response to a flash sale and having ordered before and since I can confirm orders are normally very timely. In this day and age where everyone outsources abroad and email replies are computer generated, what a refreshing change to meet a company who are so customer focused and provide a real personal touch.
To reply as a company, please sign up here.