Great customer service in Dumbarton

I bought a petrol lawn mower in April 2016. Used it three times on a small 30ft by 20ft garden and when I took it out of the garage for the first time in 2017 the pull start failed to retract and I couldn't start the lawnmower. The store web site only says to return to store, no other information on faulty goods or what to do. I live a one and a half hour drive from my nearest store so couldn't get there until the following Saturday morning. I didn't like the idea of returning it, but petrol lawnmowers are expensive and I had little use out of it.

When I arrived today, the warranty period was one day out.
When I explained the circumstances there was no problem at all. The faulty lawnmower was checked and I was offered a replacement. The replacement on display looked like the same model, but was much more expensive (50% more). I didn't want to pay so much of a difference and was immediately offered a refund instead without any issue. When the manager came to the till to authorise the refund, she asked the checkout operator about the replacement. On hearing about the price difference, she had no hesitation in asking what I, the customer would prefer. I just wanted a working lawnmower and with a smile and good grace, I was offered the more expensive lawnmower as a straight exchange. All very friendly and customer focussed. It was a 3 hour trip because of a faulty item, but things do break down sometimes and with great customer service and product support from the store staff, not the unpleasant trip it might have been.

Prices are low, but I couldn't have expected a better experience if I had bought an item from Marks and Spencer.

P.S. I have put a lower rating on shop layout because I can't go straight to the section I want when I go into the store. Being diverted through a long food section first.