I ordered a personalised item which arrived inscribed with the wrong font. On contacting the firm I was offered a 15% reduction in cost or to return with a new item being sent out. I suggested a 20% refund (at a cost of less than £3) as the retuned item would not be able to be resold. I was informed that the offer was offer of goodwill not an opening for negotiation. This was from the owner of the company. Why Mr Bell thought he needed to act in goodwill when the mistake was at him end I am unsure. A simple apology would have sufficed. As a customer, I have no need to negotiate- I will simply take my custom elsewhere. Somewhat short sighted Mr Bell - I think you lost sight of the ‘big picture’ when decided to flex your muscle.