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When we shared your stories about times that companies went the extra mile to fix, repair or even replace something you bought, we weren’t expecting another deluge of emails. But that’s what happened.
You wrote to us in droves, reporting instances of feelgood, above-and-beyond customer service, from gift vouchers to car-key batteries to suitcase wheels. (And no, none of you work for, or are associated with, any of these companies; you’re just very happy customers). Here are just a few of your stories.
Anne McPhee told us how Osprey suggested she send them her seven-year-old rucksack to see if it could be repaired, after the zip was damaged. “I was thrilled when the bag was returned within a couple of weeks with a new zip. No charge,” she said.
Reader Steve had multiple positive experiences with Halfords. “Zero-quibble immediate replacement when something is faulty (didn’t even ask for a receipt); swapped a car-key battery and disposed of the old one and the packaging (for a £1 product); even ‘down selling’ when you ask for more than you need, and always unfailingly friendly and helpful,” he told us.
Anne Davies praised Skechers for its understanding when she realised her new pair of trainers didn’t fit right after a couple of wears. “I wore them for two short walks, but they were very cramped around the toes and caused pain in my right foot. I wrote to Skechers asking if it was possible to stretch them in any way. I got an email back offering a £72.99 voucher for a different pair, with advice about recycling the original one. They have ensured my loyalty!” she said.
We were touched to hear about the compassion clothing brand Henri-Lloyd showed Kulvinder Johal, who bought her husband a coat. “It was expensive but he has always liked the clothes from this company,” she told us. She explained that after her husband had a stroke, he struggled to use the zip. “It wasn’t broken, but he found it difficult because of weaker strength in his hands. I got in touch with the company to see if they could help. They sent me everything to return the coat to them and arranged for one of their tailors to replace the zip with another good-quality one, but a type my husband could easily do up. All for free,” she said.
Mark contacted Samsonite about the broken wheels on his five-year-old suitcase. “They couriered over four new sets of wheels for FREE, with clear instructions on how to fix them on. My case was good as new!” he told us.
Morag Gilmour-Sorensen contacted Rituals after receiving two of its almond-oil-based products, which she was unable to use because of a nut allergy, as a gift. “Their head office was wonderful: when they heard my story, they sent a £35 gift voucher, which I could redeem online or in store,” she wrote.
And finally, it wasn’t something reader Karen Scott Thompson bought, rather a moving gesture from energy company Octopus, that prompted her to write in. “I mentioned to a kind man in customer support that I would have to wait until one of my sons came over to help me send in my meter reading. I explained that I had just had major abdominal surgery and couldn’t lift the kettle, let alone the cover for the meter cupboard. Two days later, a bouquet arrived from him, wishing me a speedy recovery!”
This week’s picks
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How to create a more eco-friendly lawn: six things you can do right now, according to an expert
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The 8 best video doorbells tried and tested – and Ring isn’t top
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The best Androids in 2025: flagship smartphones compared and ranked
Editor’s pick
I’ve been obsessed with phone straps since the first designer versions arrived – but I was never going to pay the high-end prices. Now a must-have accessory, according to our fashion expert Chloe Mac Donnell, you can find everything from “designer fashion straps to jingly jangly TikTok favourites, as well as upcycled and recycled options”. Chloe has rounded up 15 of the best straps, wristlets and lanyards you can buy – including my own, a Chanel-style cross-body version at the non-Chanel price of £12.
Monica Horridge
Deputy editor, the Filter
In case you missed it …
Yes, it’s warming up nicely, but yes, it’s still chilly after sundown. The perfect weather, then, for a spring jacket. Our fashion expert has rounded up the best lightweight coats, from a super chic funnel neck from & Other Stories to a hemp blend shirt-jacket from Muji – both of which you’re loving – for yo-yo spring days and nights.
Get involved
Last week we published an article on the best eco-friendly baby products. Several of you wrote in to sing the praises of reusable nappies – particularly if they’re secondhand.
“We acquired secondhand nappies when we had our first, my sister used them for her baby, then we took them back for our second – before they were passed on for use by (at least) a fifth child. The longer cloth nappies are kept going, the greater the benefit – indeed, if you buy them new and throw them away after one child, the environmental benefits over single-use nappies are fairly negligible. A cloth nappy can be used by many children before it is no longer fit for use. NCT nearly-new sales are a good place to look.” Iain
“We used cloth nappies, and it can be much cheaper to buy them secondhand. There are loads of bundles on Facebook Marketplace and in Facebook cloth nappy groups in excellent condition. I think we got everything we needed for day and night nappies for about £150.” Beki
Gifts that last
What gift have you given or received that’s lasted? In this age of poor-quality goods and built-in obsolescence, what have you bought that’s beautiful, well made and hasn’t fallen apart? What have you been given that you still love, and is still going strong, years later? Let us know about your best forever gifts by replying to this newsletter or emailing us at [email protected].
