The other week someone on the Society of Ancients forum posted that there was a half price sale on Xyston figures about to start at North Star Miniatures in the UK. I can always find a use for a few extra packs of Xyston, so I thought I'd look and see what they had in stock. They did in fact have some things that would come in useful and I put in a small order for seven packs.
About thirty minutes later an email arrived for me from the owner, Nick, apologizing and saying that three or four of the packs I'd wanted had sold out, and asking whether I would like a refund or to pick some replacement packs to throw in.
I replied saying that I was sorry to have caused such a lot of hassle on such a small order and for him to just make up the numbers with any Macedonians, Persians or Gauls he still had in stock. He said it was no trouble at all and that he'd do so. Next day there was message saying that the package had been dispatched.
The box arrived today, and I've found that not only did Nick seem to have known my mind better than I did myself regarding which make-up packs to choose, but he'd also thrown in a bonus pack of figures for good measure.
It was a great interaction all round, from the email pleasantries through to the fast service, the discounted VAT, the very reasonable shipping cost and his throwing in the extra pack (which went above and beyond the call of duty). It was very much appreciated, and I'd certainly recommend Nick at North Star both for his excellent service and also for being one of the many nice people we are lucky enough to have in this hobby.