I purchased a set of stainless downpipes for my 3 1/2 and discovered they would not fit as the flange was too big to go through the collar. I discussed with the guy in the shop and agreed that I could machine them myself but felt that it was not really appropriate for a quality product. The alternative of sending them back and having a replacement issued seemed a waste of everybody's time and money. I thought I was being quite reasonable asking for my postage to be refunded by way of apology - given that if they sent me another set they would incur another postage cost themselves. The reply from their "boss" was to tell me to send the whole lot back and they'd give me my money back. Not what I wanted and they would forego the sale of £160 for the sake of refunding me £11
If they can afford to do this they are either making too much money or couldn't care less about giving customer satisfaction. Their attitude stinks and I'd avoid them like the plague.