‘They repaired the zip for free’: 12 companies that went the extra mile, according to Guardian readers

Sometimes, things fall apart: a zip jams, a lid breaks, a seam ruptures. Unless you’re a whiz with a needle or a tube of glue – or have a brilliant repair shop nearby – it can consign the broken item to the back of the cupboard, or worse, to landfill.

But many companies offer repair services, and it may be easier (and cheaper) than you expect. In some cases, as these readers told us, they might replace things altogether. Their stories show that, whether it’s an ancient piece of jewellery or a brand new gift, it pays to ask (and no, none of these people work for, or are associated with, any of these companies; they are just very happy customers).

So don’t panic: there may still be life left in your favourite things.

Microplane grater

Microplane coarse grater

_{£26.99 at John Lewis
£19.76 at Amazon}

I had a great experience with Microplane. I was given a grater as a gift, and about six months later, the handle snapped. I sent off a rather cross email, not really expecting much response, but to my surprise I received a very courteous reply the next day with the offer of a replacement. It arrived a week later with some good advice about how to prolong the life of its graters: don’t put them in the dishwasher and always store them in the holder they come with. Aideen

Exposure bike light

Strada MK12 bike light

_{£325 at Exposure Lights
£437.99 at Amazon}

A rubber band that covers the USB charging port on my bike light broke. I enquired about buying one from the company, Exposure, and they sent out a replacement free of charge.

A friend of mine has also sent lights off to them to be serviced when the battery life became poor (after many years of use). I suspect that, for many other bike lights, that would be the end of the light’s workable life. Exposure is a great example of paying a little more but getting a superior product with great customer service. Plus all its lights are made in the UK. Jake

Gtech vac

AirRAM 3 cordless vacuum

_{£399.99 at Gtech}

When a wheel recently fell off our 2018 Gtech vac, we expected to have to buy a new one. However, a call to Gtech, answered very rapidly by a real person, reassured us: a replacement wheel was not only available but was free. All we had to pay was postage. The wheel arrived the following day, complete with a new sleeve, “just in case”. And Gtech even replied to our thanks to them. Why can’t more companies copy its approach? Steve McLeod

Rohan walking trousers

Vista lightweight walking trousers

_{£63 at John Lewis
£68 at Rohan}

I had a pair of Rohan walking trousers that split at the seams (they were taped rather than stitched). I called them to ask for advice on how to repair them. They told me to send them in for a free repair. It took a week or two but they came back fully stitched along all seams for free, with not even postage to pay. Excellent job! Rachel

… and top

Microgrid fleece zip neck

_{£64 at Rohan
£80 at John Lewis}

I was extremely impressed with Rohan recently. I have had one of its half-zip micro-grid tops for at least 10 years, and last year the zip failed at the bottom edge. The top was still in great nick and I didn’t want to throw it out, so I visited its website to see about paying for a repair. To my surprise, replacement zips were offered for free so I duly packed it up and returned it. Within a few days I received a phone call apologising for the fact that it no longer stocked zips of the exact colour of my grey top, but it could offer a black zip or a repair at the bottom of the zip, which is what I opted for. Within a week the top was returned (all package and postage paid for).
Angela Wedgwood

Le Creuset teapot

Stoneware classic teapot

_{£60 at Le Creuset
£60 at John Lewis}

We broke the lid of our cherished Le Creuset teapot and called the company to ask whether we could buy a new lid. We were informed by a very polite woman that it didn’t manufacture replacement lids, but would replace the whole teapot free of charge. Brilliant public relations! John Parvin

Alessi coffee maker

La Conica espresso coffee maker

_{£250 at Liberty
£260 at Amazon}

I use my La Conica espresso stovetop coffee maker, from Alessi, every day. I’ve had the same pot since 1991 so it has had a lot of use. They are relatively expensive, so you’d expect them to last, but they also look beautiful, as do all Alessi products.

The little knob on the lid broke off so I checked, but it doesn’t offer this part as a replacement. However, the person in customer care told me they would replace the whole lid for free, and two days later it arrived by courier from Italy. Alessi is still a family-run business and it shows. Mark Dorman

Patagonia coat – and a SnoozeBand

M10 storm jacket

_{£320 at Cotswold Outdoor
£360 at Patagonia}

Bluetooth sleep headphones

_{£39.99 at Snoozeband}

Patagonia repaired my husband’s coat zip free of charge after the dog chewed it. We weren’t even charged for postage!

Plus, I bought him a SnoozeBand (headphones to listen to when sleeping). After a year, the sound on one of the ears went. I wrote to the company not expecting much but was sent a replacement immediately. Anonymous

Butler & Wilson brooch

Vintage style dragonfly brooch

_{£48 at Butler & Wilson}

Last December, I lost a stone from a much-loved Christmas brooch, which must be at least 15 years old. I contacted B&W in early January hoping it would be able to repair the brooch; it did, without charge. Julie

Smol refillable

Washing-up liquid

_{From £2 at Smol}

We’ve had a Smol subscription for a couple of years now and love its environmentally friendly, refillable products. In January we were heavy-handed replacing the top of our washing-up liquid dispenser and broke it, so I emailed the company to find out how I could order a replacement part. It offered a free replacement, which was sent out in the post within days. Kerry Lecomber

Russell & Bromley heels

Liney slingback heel

_{£275 at Russell & Bromley}

I bought a pair of black open-toe heels from Russell & Bromley in the (very generous) sale years ago, and wore them at work, on nights out, everywhere. One day, one of the heels snapped off at the base. I was so sad to see them go that I went to a branch to see if they had advice on how to repair them. No advice but instead a gasped: “That shouldn’t have happened!” Despite my assurances that they weren’t faulty, just very old and well used, R&B sent the shoes back to the factory to have them made good as new for free. Impeccable customer service. Bena

And finally … the wrong wine

McGuigan zero chardonnay

_{£5.05 at Ocado}

I stupidly brought alcohol-free wine from Ocado, and asked if I could send it back: its customer service team not only refunded me but said they’d like me to donate the drink to a good cause. I gave it to the village fete bottle stall, proceeds to the school. Hooray for a big company doing good! Jacqui

For more low- and no-alcohol wines, see our guide

Have you had a great experience with a company or retailer? Has it gone the extra mile with its customer service? If so, we’d love to hear from you! Please email [email protected].