I think one of the greatest measures of a company is how they approach instances when things go wrong. For whatever reason, my promised same-day delivery did not happen. I spoke to Rod about this and he immediately took accountability for the issue, apologised profusely and straight away went to work to see what solution he could offer. He ended up being able to pull the delivery from the original address and send it to my friend at work so she would receive it the next day. He also refunded the fee I had paid for the same-day delivery. As much as I would have liked the delivery to be done when I preferred, I understand that systems have glitches and no system or human is perfect. I am more likely to use Bockers and Pony again because of how Rod addressed my concern and really value the fact that he took ownership, apologised and did not make it my problem and provided an alternative solution. great job!