That is a sign on great customer service!
Unfortunately it is becoming a lost art :!: I do repeat business with dealers who have wonderful customer service, and let others know about their service either good or bad.
A year and a half ago, I was scrambling for a last minute gift for Christmas. We went to SC to visit my DIL's mother and we were staying in her Aunts suite. I wanted a thank you gift. I made an afghan, but was so disappointed as the yarn was woven together almost every 2 yards in the last skein, and the store had no more. I was able to use it but don't like tying in that many ends as they tend to work their way out.
I ended up writing Coats and Clark and they mailed me 5 skeins to do a new afghan. I think that was wonderful. They could have just ignored my letter. :-(
There are still good companies out there, but with the economy not quite as many. It seems most craft dealers are the best!