I recently bought some Steve Madden boots. The first time I wore them the heel broke off. Normally I would have taken them back to the store for a refund or exchange, but I had bought the boots out of state, at a store we don’t have here.
I went on SteveMadden.com and contacted customer service. A very nice representative emailed back saying that unfortunately the boots I had bought were no longer in stock, but giving me a code for the amount I had spent and free shipping from their website.
They just made me a loyal customer with such great costumer service!