Solving problem with customer in mind

This was supposed to be a negative report, but Richard saved the day. We had a problem appliance which got worse and worse. Finally decided after 5 months not worth the effort. Albert ruined two days, first sending only one person to pick up the washing machine, then promising a pick up Thursday at 2. No one pitches. Finally get hold of the driver (another Richard, also great) who says that nothing was arranged with him. But he makes an effort to pick up faulty appliance. And finally Richard (store manager), who we have worked with before, saves the days yesterday. And the reputation of the branch. Will definitely shop there again