Satifying customers.

A few weeks ago, I ordered by mail, a couple of books, one of which was a children's story book called 'Pudding & Chips'. When the books arrived last week, I was dismayed to discover, the children's book was not the one I had ordered, but on titled, 'Quincy & Oscar'. Though it is a charming story, it was not one listed in their catalouge, and not the one I ordered. I rang the company and explained to the lovely Japanese girl who answered my call, my dilemma. She was most apologetic and helpful, and advised me to return it Reply Paid, and she would see that I received the one listed as dispatched, on the invoice. Yesterday, I received a book from them, and was absolutely astounded to discover it was the book I had returned last week! I rang them once again, (luckily for the cost of a local call, as they are in Sydney) and the Japanese girl took the call. I was very irate, and she could not cope with my anger and handed me over to her supervisor. I had to explain once again my 'beef', and apologised for shouting. and the fact I was using the speaker phone, ( I could not get the cordless part to work for some reason,) which amplifies the voice. She said that was OK.
I explained the problem, and she was not happy that her staff had mucked up the order. She also said I had a perfect right to be angry, as she would be if this happened to her. I said,' Someone wasn't paying attention.' She agreed with me they were not. She told me to return the book and she would make sure I got my preference. Then she changed her mind and said I should keep the book, with their compliments and she would have the one I ordered sent plus a refund! One satisfied customer.