I needed a replacement garage door opener. I want on “Sears Parts Direct” and chatted with an agent. She assured me that the part I then ordered was the right one; I almost immediately determined that it was NOT the right one. I went back online, and got a different Chat Agent, who confirmed that the first part was not right. He set me up with the right opener, at a discount, and offered free priority shipping (I have an order email that clearly shows “Free Shipping”).
When the wrong part came, I packed it up, made a special trip to return it, and waited for my refund. When it finally came, they had not credited my $10.99 shipping. Convinced that this was a mistake, I got Customer Service on the phone (having given up on “Chat”). The Agent, then his supervisor confirmed, that they had REALLY meant that they just weren’t going to charge me a second time for shipping – not that they would refund me the first shipping I paid for the wrong part they recommended I buy.
Free shipping on the replacement part to make up for their error isn’t any special favor: it’s how things are supposed to work. In the end, though, Jan paid shipping once and received one item. It could have been worse.