Over the top

Robin writes to me about an experience at Papyrus, the dramatically expensive card shop chain in New York (and probably elsewhere.) She bought some cards, got back to her office, a card was missing from the bag.

She was on deadline, called them and they hand delivered (by messenger) a replacement card.

Now, of course, if that was a stated policy, it would be abused and taken for granted.

What makes it over the top and remarkable was that it came, out of the blue, just when it was needed.