I had my first bad experience yesterday. There was a big traffic accident and my order ended up taking over an hour. A cs rep called me to apologize and explain

I had my first bad experience yesterday. There was a big traffic accident and my order ended up taking over an hour. A cs rep called me to apologize and explain the situation and gave me the whole order for free. I didn't expect that at all. Plus, the sandwich was extra delicious and still warm. They pretty much won my lifetime loyalty with that one $15 gesture.