On Wednesday, March sixth, two thousand nineteen, I went to the Hayes company to pick up a fireplace grate I had ordered. When I ordered it I provided a part number I had gotten from a website. They ordered the grate based on the info I had given them. Turned out that the grate they received had the right part number, but was the wrong grate. As I discovered that a gentleman named Phil greeted me and discussed the situation. He stopped whatever he was doing and devoted his time to my problem. Turns out the website I had gotten the part number from was on old site from a company that had been bought by another. Phil’s research determined that the purchasing company had kept the part number, but had assigned it to a different grate. My conversations with Phil covered two days. He was prompt with replies and information. He put considerable time in trying to come up with a solution. He even suggested refabricating the grate that was delivered. Finally, we both concluded that refabricating wasn’t a viable solution. I then inquired about a restocking charge. He said that they couldn’t return the grate and for me not to worry about it, that they’d be able to sell it sometime in the future. I didn’t mention it earlier but Phil’s last name is Hayes. I was so impressed with his professionalism and personal attention that he gave me. He didn’t hand me off to someone else, but took ownership of my problem and handled it like it was the most important task he had. We certainly know that wasn’t the case, but his attention and follow through gave that impression. Phil and his company were simply fantastic and I’d recommend them to everyone.