Back in January we bought a very nice and very expensive kettle which we were delighted with. We bought the item from Lakeland where we often shop because they offer such excellent customer service.
Sadly the kettle developed a fault recently so we decided to return it and obtain a replacement under the Lakeland "no quibble" guarantee.
Today we took the item into the store where we were immediately offered a replacement or a refund, as we had expected. What we had not expected was to be told that the item was now significantly cheaper and we were not only given a replacement kettle but the price difference was fully refunded, which was a significant sum.
Now THAT is service and that is exactly why we keep buying items from Lakeland when we can.