OK, I just had a really nice customer service experience from the RL website. I'd placed an order and paid $10 extra for the 2-day shipping. FedEx screwed up and was a day late. From past experiences, I know that the carriers will honor the on-time guarantee only to the shipper of record, which means I'd have to contact RL, and then they'd have to go to FedEx. (In fact, I've had fights with Amazon before, where they tried not to do this for me). In this case, I thought "10 bucks. Not worth the hassle."
But today, out of the blue, I got an email from RL apologizing for my package being late, and saying they would issue me a $10 credit. Then a few minutes later I got the credit. I am pretty sure I never contacted them about this. It's possible I checked a box on one of the surveys for the 10% off code. No other merchant has ever followed up like this for me!