Oh that is fantastic! It seems that because you have been so gracious despite being inconvenienced Alex is really going above-and-beyond what she has to do to satisfy a customer that she obviously feels so sorry for. That's the tricky thing when making a complaint: it's dead easy to crack it and vent your spleen at staff... that will probably get you "justice" ie in this case Alex would have seen that you got an exact replacement although it might have taken a bit longer. But it's a bit harder to complain yet let the staff know that you have nothing against them and acknowledging that to a certain extent what happened was out of their control. So because you did this Alex is extra keen to help out this very understanding customer... and she has sought to not only make sure justice is served but gone that little bit further and made sure that you have come out a bit better... well A LOT better in this case! A brand new cot of higher value but at no extra cost delivered asap! I would be thrilled too! I hope everything continues to work out well... and you know what? If after the cot arrives and you are completely happy I would go as so far as to write a letter to the manager (Alex's boss) to say how professional and understanding she was. I believe that would really motivate the company to maintain the highest standards of service... and who knows, you might have further dealings with them and be grateful for their help again. Looking forward to an update on delivery of your cot!