I love getting reports about great service, and this one is about as good as they get.

Bastienne Klein of Kenilworth, Cape Town, bought a plastic bottle of sunscreen from Charlotte Rhys in Constantia just before Christmas.

“I love their products – they’re totally South African and cruelty free,” she said.

But after just two squeezes, she said, the bottle broke.

“After Christmas, I e-mailed a complaint, expecting the usual ‘Please bring the bottle into the store’, in response, which I was too busy to do.”

But that’s not what happened.

“The e-mail was responded to with uncharacteristic speed for a business on holiday, with an offer of three tubes as compensation and a promise that they were in the process of changing the packaging of that item.

“I didn’t have to fetch them – they were delivered to me… by one of the company directors.

“They treated me with the best practice imaginable.They clearly have a business model that should be standard.”

Absolutely. If only!