I had a customer when I worked with Warby Parker who was moving to Europe and didn't receive their glasses on time, so they were obviously very upset. They contacted me from Sweden where they had moved and were very upset that they had paid the money for the glasses and now couldn't receive them. We didn't ship internationally at the time. I remained calm and used my resources that I had to figure out what possible solution we could have. Other than just apologizing and refunding, I really wanted to turn the situation around and give them a good impression of the company. What I did is I had the glasses remade and shipped to me at my office, and then I personally took them to UPS and shipped them directly to the customer. Then I followed up once I saw they had been delivered and made sure everything was good, and gave them advice on fitting and everything, where they were and how to have that done since they wouldn't be able to come to any of our locations. It ended up being great.