Tell me about exceptional customer service received from a company

[naneee]

Just that really
Just curious as to any companies who have went above and beyond for their customers.
In my experience I feel most companies don't offer much in the way of after sales support except a couple who I've had good experiences with
Shark being one of them, can't fault them at all. My hoover stopped working and had a new one delivered within 2 days. Didn't even need to send back the old one either cos I had no way of packaging it up and getting it back to them!

Have complained to a good few others after I've purchased something, if it's been faulty or if I've not been happy with it and got nowhere 🙄

Phillips - who replaced my 18 month old stick blender for which I had no receipt and no memory of where it was bought. No questions. New one in the post within a couple of days. I was so impressed.

M&S - I accidentally dripped some watermelon down my blouse, from damaged pack that I 'd picked up without realising.
I just asked one of the assistants for a bit of tissue, but before I knew it she'd whisked me off to customer services. One of the ladies zipped off to find me a similar white blouse which they gave me free - it was £39.99 Autograph label, worth far more than my stained top! They then gave me all my shopping for free and insisted in paying for my original blouse to be dry cleaned! I only asked for a tissue.

I was really impressed with New Look. I placed an online order and one of the items I had ordered was a black long sleeved top, but they had sent a cropped version instead. I sent them a Facebook message and they refunded me, let me keep the top (which I gave to a friend) and have me a voucher for free next day delivery so I could re-order the top.

Pandora, DD had new bracelet with charms. It's the type where the staff add them to the bracelet in store.DD lost a charm within 2 weeks; it just fell off. We went to buy some new charms as she had some more money and told them what happened, they replaced the lost one on sight of the receipt. How nice is that?

Just shutters, 5 years after installation looked like the stuff they spray the slates with was starting to crackle, quick phone call, someone came round straight away and shutters have been replaced with absolutely no quibble. Very impressed.
Hot water tap by 'Hotspot Titanium' - issue with fitment by our kitchen fitter - this company sent their lead engineer to check and redo installation, there was no quibble on whose fault, whether it was a fault on installation or faulty product, they just wanted me to believe in their product, and now it's been fitted correctly with a replacement unit it's brilliant.

Amazon - my item broke they said oh i assume you followed all care instructions i agreed they replaced the following day.

Bosch - sent garden strimmer off for repair under guarantee, replacement arrived less than a week later.
Aqualisa - needed a new control screw/sticker for shower, free replacement despatched same day.

Much like Shark, GTech replaced my vacuum when it was faulty, literally days from the end of the warranty.
John Lewis - I know they get bad press but were great with me. I bought a Fitbit which broke after a year, they replaced no quibble. The replacement also broke, again I got a new one. When that one died I was a bit over the Fitbit thing - I got a full refund, actually more than I paid in the first place because the device had been improved and was slightly more expensive by then.

Richer Sounds
got our tv from the over 2 years ago. it developed a fault. turns out we had a 6 year guarantee (free) one phone call and it was all sorted. now we have fixed tv at no cost. I was really impressed.

Etihad
8 people booked flights to Phuket. Manchester -Bangkok-Phuket.
Flights were booked 11 months in advance. 2 weeks before we were due to fly I happened to be checking the arrival times at Bangkok to see how long the stop over was and noticed a change of flight times setting off from Manchester 2 hours earlier, which would entail me needing half a day off work on the last Friday of term before Christmas, a longer overnight stop over in Bangkok meaning a day less in our hotel in Phuket.
One phone call to etihad and they arranged for us to be picked up from our house, and given a hotel room in Bangkok.
Turns out that we were collected in swanky cars from our houses (2 families) and at Bangkok Etihad staff met us when we came through baggage reclaim and whisked us straight through customs, avoiding a massive queue, in convoy on buggies, straight into taxis to a v v v posh hotel where we had four rooms, and all meals and drinks paid for. We were picked up from the hotel the following morning and once again whisked through the airport avoiding all queues.

More minor but Ocado. Managed to book a delivery for 9am rather than pm. Chap rang, suggested customer services could reorganise. Rang them, all sorted in two minutes, even ‘after 7pm’ when their replacement slot was 6-9pm because I couldn’t be back by 6.

And my other one is Apple.
Me and DH bought iPads at the same time from the Apple Store. After a couple of years his developed a fault. Took it back to get it fixed and they just replaced it as it was only just out of warranty.
A few months later mine wouldn't switch on. I took it back to the store and once again they just replaced it. It was 9 months out of warranty.

Tesco delivery.
Ordered my Christmas food shop and included 6 £7 bottles of red wine, and some hand carved ham from the deli. Both out of stock. Wine replaced by £12 bottles, ham replaced by a full Serrano ham on the bone that cost £25! Someone was feeling generous that day!

I've had some excellent customer service from John Lewis (as well as some appalling service) - it really depends who you get. I had a file cabinet replaced because the holes weren't drilled in the bottom, but they let me keep the old one too, which is otherwise fine, just doesn't have wheels. And there was no quibble at all about refunding half the price of a rug I'd bought a few weeks before the sale, when it then because 50% off. I know that's in their terms and conditions, but I still expected to have to argue a bit or actually return it and re-buy it or something.

I've also had good service from Mistral clothing last week. I'd lost a hoody from last summer and was hoping their was one left in an outlet, but I knew the chances were pretty minimal as it was over a year. They checked and rang a few stores, and when I wanted to clarify it was the one from the previous season, not last season's similar one without pockets, they rang again and got them to go find the item in the stock room and check, and there was one. I had it posted out and had it within about two days. Often when you ring about an item that isn't in stock nearby, customer service just does a generic 'sorry, computer says out of stock', or at most, gives you the names of a few shops that have it on the computer, and you have to ring round yourself.

GTech was also helpful to me when I first bought my hoover and had some things go wrong, with very quick replacements and very responsive customer service. Sadly in recent times they have become appalling too.

I don't think shops realise just how important decent customer service is. Fat Face has gone from helpful to useless lately too.

First Direct, I've been with them 25 years and they have never made a cock up, never been judgey when I've had to extend an overdraft and have always helped to sort out issues caused by other people. Earlier thus year I arranged a new fixed rate mortgage but in error didn't send in 1 piece of paperwork. I contacted them once I saw we were on variable rate and they resent out the paperwork for me and refunded all of the extra interest we had paid. Awesome!!

My travel insurance!

I had to go get emergency treatment for a UTI whilst in the US. Eye-wateringly expensive and I had to pay in cash.

I phoned the travel insurance when I got home and within days they'd deposited the money in my account. I didn't even have to send them the receipts!

It's travel insurance I get through my Flexplus account at Nationwide.

Chiquito by us has one guy who’s amazing. He brought free drinks as it was slow service for son’s birthday meal and chatted to all the children and when I emailed head office to say thanks , they sent me a voucher!

Dyson replaced the battery in my hand held cleaner, which was out of warranty. It arrived in the post a couple of days after the phone call.

Sainsburys. One of my twins had bad reflux and when she was about 9m puked from the child seat all over a full trolley off food and her sister....2 lovely employees took my trolley as I took them to baby changing, replaced all the stuff, rang it through, packed it and I literally just had to pay at the end. FB messaged the shop to say thanks and next time I was on the ladies came over to ask after the kids..

Mint Velvet. When they had a sale/ discount code on a few months back there was a particular item I wanted but was out of stock online. I phoned customer services and they checked stock levels in their stores, a store that did have stock then sent me the item by (free) next day delivery with a sweet handwritten note.

Nice to hear of some good stories instead of negatives

Another of mine is TGI Fridays, was in with my DH having a anniversary meal and cocktails bill would have came to over £100.. on my last cocktail and I looked down and a caterpillar dropped off my strawberry (strawberry daiquiri) and started squirming across the table.
Obviously complained. Got the whole meal free of charge and also a £50 voucher 😱 was delighted

Tesco for sending a member of staff 12 miles to my house one evening to take the security tag off a pair of trousers I had bought for a job interview the next morning.

Barclays for giving us a £50 goodwill gesture for a minor issue that froze our account for a few hours.

Snuz- the zip on the snuzpod 3 had got broken, I think during the night had got lent on accidentally a few times , was upset as wanted to use again if we have another baby asked about a replacement of the material and got sent a new one free of charge.

Asda - accidentally booked click and collect instead of delivery didn't realise until too late and was a Sunday after the store had closed . They rearranged my delivery, and also gave me free delivery and discount codes

I once complained on a cafés FB page. Turns out it was the page ran by the previous owner who had sold to someone else and forgot to disable the page. She replied explaining and offered a free lunch in her new cafe!

Kwik Fit - they went above and beyond to work out what was setting off my car alarm when it had kept me (and no doubt half the street) awake all night. Couldn’t manage it, so kept the car overnight (I was so grateful!) tried some more things, and finally fixed it. No charge at all, as they thought they might have messed it up the week before when they did the MOT.

Timpsons - they fixed my daughter’s school shoe while I waited, for free. Twice. I’m not buying that brand again, but they were wonderful about it, and one of the guys even gave her a bit of his Kit Kat, because dd was upset about her shoe.