I was browsing through some of my old orders, and happened on one that I never received. This order was placed more than a year ago. Popped off an e-mail to customer care, quering what happened with the order, as I clean forgot about it.
Tanya confirmed that the order was returned, and that they sent me a cheque. This was never cashed, so she promptly sent me a gift card to the same value.
This is an example of how to look after your customers. They could quite easily have said "It's too long ago, sorry". Instead, they stuck to their guns, and took the customers best interest to heart.
10/10 Well done Hornby!!!