I've always been a fan of Lee Valley Tools from Canada. They have the best customer service bar none.
I recently ordered a new product from a flyer called the Thread I.D. Nut and Bolt kit. Certainly not a critical kit, but I've been burned a few times with using plastic ID cards to determine a nut or bolt and getting the metric vs imperial wrong for close sizes. Anyway, it was an impulse buy, right?
The kit took forever to arrive as it was very backordered, but I did eventually receive it sometime in early June. After I returned from my vacation, I had a letter from Lee Valley. Essentially, Lee Valley determined that the kit mailed out didn't meet their quality standards because the thread size numbers can wear prematurely. They included 2 cards you can use with the kit in case the numbers on the kit become unreadable. They also refunded the full price of the kit. This was all on their own; I never called them about the product. Here's a scan of the letter:
I can't think of another company that, out of the blue, refunds a product you purchased because they later decided it wasn't as good as they hoped. This isn't some safety issue... it's a box of labeled nuts and bolts.
In a related Lee Valley customer service story, I purchased an amazing Japanese file and some file handles. The handles didn't work for me... basically the file's tang was so hard that the file handle's threads couldn't cut it to hold. For the $5 each, I assumed I could reuse them somewhere since the hassle and cost of shipping them back would cost the same as the handles. Months pass and I come home to a voice mail message from Lee Valley customer support saying they see I ordered these handles and want to know if they are working okay for me. I called back to say they didn't with the Japanese files, but I kept them anyway due to the hassle/costs of returning them. They refunded the cost of the handles and let me keep them; they have since removed those handles from their catalog as they only worked on cheap soft files (soft files?!)
Lee Valley continues to impress me (so I'll continue to store some money with them :)