I ordered a watch and the order was confirmed. However, upon NOT receiving notification of despatch, I sought the assistance of the Contact Centre. A representative by the name of Mary informed me that the order had been cancelled because the item was no longer in stock and that a refund would be processed. I asked if I could purchase an alternative. Mary then went "the extra mile" to arrange for a replacement, to my liking, and at the original favourable price. Now that is SERVICE.