Customer Service - the goodies and baddies!

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Why is it some people do exactly what they say they are going to do, whilst other companies are absolutely useless. I've experienced at first hand this week both good and bad customer service.
Lets start with the baddies - as the owner of an online shop I like to support other online businesses, so with my other half's birthday approaching, a quick google and I came across Fur, Feather And Fin - www.furfeatherandfin.com - an outlet for sporting goods. I placed my order, easy to use site and waited, and waited, after a week I thought I had better chase it, as there was only 5 days to go before the birthday. I was told what I'd ordered was out of stock, (why they never thought to tell me??), offered me a replacement, and told it would be with me in 3 days time.
So again I waited - no news and unfortunately the birthday has come and gone - and still no present. I have had to resort to contacting them again, to be told it's being despatched tomorrow(heard that one before!), so we shall see.
(Note I am not actually saying what the item is, as it was / is supposed to be a surprise!)
On the goodies side, with the addition of our new hamper range, plus impending postal strike, I thought it prudent to get an alternative delivery service organised. The guy from APC came out to see me, went through the range, and with one simple form the account was set up - simples!!
I still intend to use Royal Mail for the smaller packages, but at least with a fall back of a courier, I can avoid disappointing customers if a strike happens.
The star baddy award though has to go to a building company - no surprise there I hear many of you cry! Roundwood Construction have got appalling customer service.
We booked a garage back in July, and were advised that it was 6 - 8 weeks delivery, so end of September for delivery. Yes, you've guessed it, the end of September has come and gone, the delivery date was revised to this week, and yesterday we were told that suddenly the wood is only just being cut, and it will be another two weeks before they come to erect the frame.
Once again, poor communication has really let a company down, and instead of telling us last week that there was not a cats chance that the garage would be here this week, they decided the head in the sand route was the better option! Will they redeem themselves?? I will keep you posted, but at the moment it looks like end of September delivery is really end of October....