If a genuine mistake has been made and I've offered to pay and the company have been rude then I have no qualms about accepting freebies!
Past Times were dreadful. Part of an order included one pack of sterling silver Christmas pudding charms but when they arrived the shelf picker had sent the entire wholesale box of carded charms. It was years ago so I can't remember the exact amount, it was at least fifty.
I phoned them up and the woman was immediately very rude and said no way could that happen.
I asked her to check their stock and she refused!
Most bizarre. No wonder they went bust!
Superdrug are equally appalling.
Three times I have ordered to collect in the store and they have not checked off my order so have marked it as customer didn't collected and refunded me.
The first time it happened it was a big order, just under £200 and I collected it and a week or so later for an email to say they had refunded me for not collecting it.
I phoned and again I had the rudest woman on the phone who said 'We don't make mistakes!' She was very snotty and said that I was mistaken! I hung up.
The next time I collected I asked the assistant to make sure they had checked it on their screen to say I had collected and they said yes they had. Lo and behold I hit a refund a week or so later. I didn't bother to waste my time phoning. It wasn't a great amount.
The third time was another big order and again I specifically asked the assistant to make sure their records showed I had collected it. I got a refund!
One of my step daughters has also had the same with Superdrug and has been refunded several times for items she has collected despite asking store staff to check it off on their screens!
My sister has had the same with a Lawnmower from Argos and a coffee machine, the latter costing over £700 and Argos also denied that this could happen and that she definitely did not collect it! She even offered to send them a photo of it in her kitchen!
When the customer service staff are snotty, then tough shit to the company.