Some companies know how to respond to retain a customer. Others don't appear to care - the win a few, lose a few philosophy.

Even though there should be procedures in place to prevent it things can go wrong during production/manufacture. But the supplier needs to deal with it in a right and proper manner. Customers shouldn't feel like they are being a nuisance for wishing to return a product that doesn't say what it says on the tin, nor should they have to jump through hoops to get the right response from the company concerned.