It is the season of goodwill and so it’s fitting to acknowledge that virtue does still exist on the high street. This column gets to hear about the worst side of corporate Britain. Most consumer transactions proceed smoothly, most problems are sorted out without recourse to the media and, sometimes, companies go well beyond their obligations to earn custom. Congratulations, therefore, to the luminous role models below:
• Halfords replaced, without any quibbles, a broken Michelin Car Tyre Foot Pump which was around three months out of warranty even though I had no proof of purchase.
RJ, London
• Our seven-year-old Breville kettle started leaking something oily. I was told that Breville did not offer a repair service, but offered the newest version of the kettle for £26.55 (including p+p) instead of the retail price of £65. The replacement was with me two days later. Well done Breville!
MF, London
• I just wanted to award a bouquet to Barefoot Trading in Cowbridge who supply Nordic Walking poles. I had used mine for a couple of years when one unexpectedly broke. I was sent a replacement without quibble.
YT, London
• I noticed a fault with our month-old TV which I’d bought from John Lewis. They arranged a replacement and a £30 rebate because its price had dropped during the month. I called to thank them and they refunded a further £20 as the price had dropped again! Some time later I noticed their price had dropped a further £120. I called them out of curiosity to see if I’d be eligible for this additional rebate and my jaw dropped when they concurred. Well done John Lewis and Merry Christmas Anna!
MA, London
• My very old Lumie Wake Up Light recently developed a fault. They repaired this with no charge, but the glass cover cracked when it was shipped back to me. They immediately shipped a new cover, again no charge.
RK, Royston, Cambridgeshire
