I received the usual customer service rating survey after my last purchase at BR, where the CSR arrogantly informed me that "tie dye was so last season" - which still makes me laugh. Poor child I completed the survey honestly and supplied details about a store visit gone bad. A few days later I receive an email from the GM of BR Canada, with an apology, acknowledgment that training could have been better, and an offer of a additional discount on my total purchase next time I was in the store. I wrote back thanking her , but asked how I would use the discount on an online order, considering my local carries very little merchandise. I wasn't really expecting an answer, but the next day received a reply saying an even bigger discount code would be sent from their third party marketing firm for any online purchase. And sure enough, it was in my in-box 5 minutes later. I'm impressed. To acknowledge and understand your weakness,apologize for it and then follow up with something to honour a long -time customer - they've won me back. We follow a similar policy when someone fills in a comment card at the RehFit : our CEO calls them personally and fixes the situation . The personal touch really does work .