Evidently, Salvina Lanfranco is very satisfied with the service she received from JB Stores. She wrote: 'Enclosed you will find a letter on a positive note. I'll be grateful if you were to publish it.'
'Some days ago, I accompanied my daughter-in-law to JB Stores in Iklin to buy some ready-made curtains for her new house. We chose some beautiful ones and went home to eagerly start adjusting them to the proper height.
When we finished the alterations, we put the curtains up but, to our dismay, observed that the patterns didn't match.
'Apparently the fault originated from the factory. We felt disappointed because when we bought them we had thought they were fine quality curtains and also good value for the money we spent. So we decided to take them back to JB Stores the next day.
'The management kindly took time to listen to our story, examined the curtains carefully, and after a few hesitant moments decided to replace them with another set of curtains. A nice lady called Mary dealt with our problem efficiently. She checked and double checked that this time the pattern on the new curtains was correct.
'I feel that I should thank Mary. I also thank the management for being so understanding and for finding time to listen to their customers.'
On a one-good-turn-deserves-another basis, I will feature another positive note:
'I am writing to share this positive experience which started with a complaint. Recently, my wife bought a packet of Bangkok Products walnuts. 'On the day she bought them, the walnuts looked fresh, but three weeks later, when my wife opened the packet, she noticed that the nuts had mould on them even though the product had not yet expired.
'When my wife called Bangkok Products Ltd, they immediately apologised and explained what happened. They basically said they don't usually import walnuts in summer because of the heat. In fact, the company has taken a decision not to stock them again in summer. Moreover, the company promised that it would replace our packet.
'Bangkok Products Ltd immediately sent us three large packets of nuts together with an apology letter. This is what I call excellent customer service. We will definitely continue buying products from Bangkok Products Ltd.' (Jonathan Valletta)