[ianabbot]

I ordered some stuff from BananaFingers a couple of weeks back – they had a 10% Black Friday discount (I’m not usually a fan of the whole Black Friday thing, but it did mean I could get a pair of VSRs for under £100 – thought that would never happen again!). I also ordered a pair of Sportiva trousers, which I had to return (nothing wrong with the trousers btw, they were lovely, it’s just the fit didn't suit me). Anyway, BananaFingers refunded me very promptly with the full price of the trousers. As I’d had 10% discount on my original order, that meant they had refunded more than I’d actually paid!

I emailed them explaining the error and asked the easiest way to pay what I owed them. This morning I got a reply:

Hi Ian,
Many thanks for your honesty.
Don't worry about the additional amount, we will soak this up.
Have a great week.   
Kind regards,
Lucas

What absolute stars they are. It’s really nice to see that they seem to be thriving, as it must be a tough time for non-chain specialist shops.

[sherlock]

Yep, pretty much my first choice of shop these days.
Free delivery of a pad to the NW Highlands when another well known outdoor retailer wanted to charge £40

[crzylgs]

A friend ordered something from them a couple years ago... just a fairly basic rope I think. Ended up with ~£400 quids worth of additional trad equipment in his delivery. He did the right thing and contacted them to tell them of the mistake, they arranged collection for the wrong stuff but then gave him a decent amount of store credit / voucher for his honesty! So seems like their good customer service practices have been around for a while