Excellent service

I gave my disaposable camera (also bought from hema) for development. After 1 months of chasing, they come back to me saying they can't develop it and will refund me the money plus a little amount for a gift voucher. I told them the pictures were from a special occation and their comp is not fair, they just did not care. For a company that is big, what a ridicilous process in the first place.