A few weeks ago I bought a six bag multi-bag of Golden Wonder crisps. When I opened the outer bag I realised that one of the individual bags had been caught in the crimp of the outer bag, causing it to split, with some of the crisps ending up on the floor. It was only one bag, the other five bags were fine, but I decided to make a complaint via their website. This morning a parcel arrived containing twelve bags of crisps and a letter to thank me for bringing the matter to their attention and to apologise. It was a nice surprise.