Grangers reproofing products, based in Derbyshire.
Two years ago i used one of their tried and tested spray on reproofing products, and for some reason it left some terrible marks on my black waterproof.
No amount of washing in the machine would lift them from the fabric.
Their customer service was outstanding.
They wanted to know the batch number of the bottle and where i had bought it, plus a photograph of the heavy staining to show them what happened.
A week later, a cheque for £163 arrived, to replace the jacket, and one very nice letter of apology from the company owner.
The jacket is still in perfect condition but looks a real eyesore.
That kind of service does not happen very often, with most companies just giving an apology and an excuse that i did not follow the directions on the bottle to the letter.