Some years back I purchased some Honeybaked Ham products,
whole ham, half hams etc, they were rancid when they came in....got a refund and it all went into the trash....
I had to buy 20 Harry & David baskets one year for corporate gifts, the big pyramidal ones, you know....that cost a fortune. Candies, cookies, yummies, those wonderful pears that they have a monopoly on. I picked them up at the mall, took them back to the office late in the afternoon so that we could start delivering them the next morning.
When I got in early the next morning, the office smelled like a garbage dump. Rotten vegetation to the max, like the bin behind a grocery store on Sunday night. I was in hysterics. We couldn't deliver something smelling like that!
I called Harry & David and they said "we'll have another 20 baskets ready for you in an hour". I said, "OK, I'll pack up the baskets to bring back." "Nope, keep the baskets and just throw the fruit out."
Now, that's customer service for you. No arguments, no fuss. I have a feeling that they had got a bad crop of their "special" pears that year and I may not have been the first to call to complain. Whatever the reason, I appreciated the good service.
So, we took off the boxes of pears, retied the bows and everyone in the office got to take home a pyramid of goodies. And goodies they were. Nothing cut-rate about the Harry & David stuff.