BedsRus Hokitika

Now this is an example of unusually good customer service.It doesn’t involve beds, or shoes (though they have a good selection of trainers and walking ones for men, women, and kids), but suitcases.However I’m pretty sure our sales assistant would do a great job with any product category.The background is that after six weeks on the road and multiple unloadings, I’d had it with my big two-wheeled suitcase. Moving my partner’s four-wheeler was much easier. So I’d had it in mind to buy a replacement but hadn’t seen a shop selling them.I’d noticed suitcases in the front windows of this BedsRus / Oliver’s Shoe store when walking past, so opportunity knocked..After a well-filled delicious ham sandwich at The Kitchen we drove round the block to find an empty parking place right in front - it was meant to be…We went in and spotted immediately a large black four-wheeled suitcase of the size and colour (black) I wanted.By this time Lai Meng (ML) had approached us (I already liked the fact she hadn’t jumped on us as soon as we opened the door).HP: “May I bring in my suitcase from the car to compare the size with this one?”LM: “Of course” (without missing a beat).I stood my two-wheeled suitcase next to the four-wheeled one. It was the same size. On opening it I saw that the interior design was the same too.HP: “Would it be ok if I got my partner’s suitcase from the car to compare to these two?”LM: “Of course”.My partner’s was a couple of inches deeper but that wasn’t a deal-breaker with the new suitcase’s expansion capability.HP: “Will you agree to dispose of my old suitcase if I buy this new one.”ML: “Of course - I know where I can get rid of it.”HP: “Ok. Please can I pay for it then?”ML: “Of course.” (Offering the card machine).I paid slightly more for the case than my partner had for hers online in the UK, but I was more than happy to do so given the service and convenience.HP: “How would you feel if I were to unpack my old case and put the contents into the new one?”LM: “Of course. You can do it just over here”. (Indicating an out-of-the-way corner).Two minutes later I had re-packed. Then I asked to take a photo of Lai Meng and for her name for this review.LM: “Of course”. (laughing).Then wheeled my new suitcase out of the shop, across the pavement, to the trunk of our car, and loaded it in.Off we went with a great sense of achievement!If you’re near the store, why not pop in and buy something from Lai Meng - preferably a purchase involving unusual customer requests?I bet the answer will be “Of course” (without missing a beat).